Received my new Hub 5 from Virgin however, EVERYTIME I log in using the Password it's saying incorrect!

Have you tried a pin-hole reset?

Firstly be sure you are using the right password, there are two on the sticker on the bottom of the hub, one is the WiFi password and the other is the admin login password which I believe is just numbers.

If that doesn’t work, then it is possible that your ‘new’ hub 5, isn’t and actually has been reused from a previous customer who might have changed the password and the hub was never properly reset before being shipped to you. In this case, you’ll need to fully factory-reset it. To do this leave the hub plugged in and push a bend paper-clip into the reset hole on (I believe) the bottom of the hub 5 (may be on the back - you’ll need to check it). 

You’ll feel a slight click as the tiny button is depressed - leave it pressed in for a good 60 seconds and then let it go. The hub should reset itself back to how it was when first shipped from the factory and the default password on the sticker should then work.

Otherwise, I’m afraid there is no means for VM to reset the password, or to even know what it should be, so the only option then is a hub replacement.

it could be that if you have the connect app then you had the setting checked to restore your settings to the router. So therefore it could be that the router has the password now of your previous router. I would however try a pinhole reset just to see if it reverts to the settings of default on the sticker.

Try adding a space after the last character of the password before clicking Enter. 

Hi Melissa19851 

Welcome to the Community Forums. 

Sorry to hear you've not been able to log in after receiving your new Hub. 

Are you able to elaborate on what you're trying to log into? Is this the hub's admin page or the WiFi password you're entering into your devices, or something else?