Forum Discussion

LaurenF21's avatar
LaurenF21
Joining in
3 years ago

Password keeps saying incorrect

I have a new router, hub 5 and every time i input the password to connect a device to it it says incorrect passcode.

Please don't just say reset as i have done this so many times over the last 4 weeks, also YES i am entering the password in correctly, no i have never changed it as i can't use the wifi & yes the card on the back matches the sticker with the same password.

I have had this router since the beginning of December and have not been able to connect once, when i call all i get is reset - nothing works......

14 Replies

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  • newapollo's avatar
    newapollo
    Very Insightful Person
    3 years ago

    Hi LaurenF21 

    Sorry to see the problems you are having trying to get an internet connection.

    The sticker with the SSID, wifi password and settings password on my hub5 are on the base of the unit, not the back. There is also a tab towards the bottom of the hub to pull out with the wifi password login details (although I was never able to pull mine out)

    It's possible that it's not a new hub and that the login details have been changed from the default.

    Have you factory reset the hub using the following method exactly as typed

    Disconnect all ethernet cables from the Hub.
    With the Hub powered on use a paperclip, or a mobile sim slot tool  and perform a pinhole reset by keeping it pressed in for a timed 60 seconds
    DO NOT reboot the hub but allow it 8 to 10 minutes to boot up and settle down.

    And, sorry if thisiseems like trying to teach your grandmother how to suck eggs as no offence is intended, but have you made sure that you are entering the wifi password (which is case dependant) and not the settings password which has happened many times on the forums.

    • LaurenF21's avatar
      LaurenF21
      Joining in
      3 years ago

      Thank you for reply.

      have tried everything and nothing is working, I have an engineer booked for Saturday.

    • Jodi_S's avatar
      Jodi_S
      Forum Team (Retired)
      3 years ago

      Hi LaurenF21,

      A warm welcome and thanks for posting on our community forums. We do apologise that you were unable to connect your devices to your Hub5, even after following our valued member newapollo advice and resetting the hub.

      We're pleased that our team have booked and engineer out for you to get this issue resolved.

      Please let us know how your visit goes on Saturday, and post back to us if you require any further assistance. 

      Kind regards Jodi. 

  • gillhoose's avatar
    gillhoose
    On our wavelength
    3 years ago

    This is also happening to me. At least 3/4 times a week it keeps saying wrong password. I k ow the password and it’s not wrong. I’ve also reset the router and checked all cables and did all the other rubbish that you keep telling us to do AND still I get it. I e been out all day and just come back home and it’s happened again. I have used hundreds of gigabytes of me my EE data because of this rubbish virgin router. I’ve got router 4 and it is rubbish. I want something done about this now. Worst wifi / Broadband I’ve ever had. I’m getting fed up with it. 

    • Travis_M's avatar
      Travis_M
      Forum Team (Retired)
      3 years ago

      Hi gillhoose 

       

      Thanks for posting on our community forum and sorry to hear about the issue with your hub.

       

      Just to double check when you say reset the hub, did you perform a full pinhole reset of the hub to reset this to factory settings?

      • gillhoose's avatar
        gillhoose
        On our wavelength
        3 years ago

        Yes I’ve done that over 100 times. It seems to be the answer for ever single fault with you guys. I’m fed up with this rubbish Broadband that I’m paying for. It’s crap. It goes offline every single day sometimes for 5/6/7/8 times a day. It’s total rubbish. 

  • fragmites's avatar
    fragmites
    Joining in
    2 years ago

    I had this with an iPhone and a router 5 (other devices worked). Logging into the router and disabling the 5GHz channel apparently fixed this for me (the phone instantly connected after a couple of weeks of not working). I suspect that the 5GHz channel wasn't really getting enough signal while the 2.4GHz was (phone was showing 4/5 bars of coverage).

    • Lee_R's avatar
      Lee_R
      Icon for Forum Team rankForum Team
      2 years ago

      Hi fragmites thanks for posting and welcome to our community.

      Sorry to hear that you were having issues connecting your iPhone to our hub 5.  Am I correct in my thinking that you've now resolved the issue?

      Regards

      Lee_R

  • fragmites's avatar
    fragmites
    Joining in
    2 years ago

    Yes, the issue is resolved. Disabling the 5GHz channel solved the problem. I posted mostly in case the same solution would help other people.

    • Nathan_B's avatar
      Nathan_B
      Icon for Forum Team rankForum Team
      2 years ago

      Thanks for the update fragmites 😊 Glad to see this has been resolved for you.

      Please do let us know if you need any further help, we are always happy to assist.

      Regards

      Nathan

  • Albeback's avatar
    Albeback
    Joining in
    2 years ago

    I'm having the same problem. 

    I'm using a hub 4 and I'm trying to log into my router but the "password" supplied isn't working. It's so frustrating!!

    I tried it over and and over before I found this community page.  Come on Virgin, this is crap. 

    • Matthew_ML's avatar
      Matthew_ML
      Icon for Forum Team rankForum Team
      2 years ago

      Hey Albeback, thank you for reaching out and a warm welcome to the community.

      Have you changed the password at all?

      If not please reboot the router via the pin reset and this will reset it to factory settings and the original password will work again. 

      Keep us updated.