Forum Discussion

DMWarrior's avatar
DMWarrior
Joining in
6 months ago

SSID HUB5 label differs from the broadcast SSID

I have noticed today when trying to access my HUB5 settings page, that the SSID Label on my Hub, does not match the SSID being broadcast for my Wifi.

I can no longer access the Settings page as the credentials are rejected

The ID on the label is not broadcast at all to any device in my home.

The SSID that IS broadcast and working fine, I beleive is from my previous Hub5 that was replaced over 12 months ago.

Any ideas what could have happened and any way to resolve without having to reset everything.

  • Sephiroth's avatar
    Sephiroth
    Alessandro Volta
    6 months ago

    Obviously you know what you mean but we need to be sure of what you are reporting.

    1. Are you saying you cannot get into the Hub 5's UI (settings)?
    2. You imply that you are able to use WiFi and can thus browse.  Right?
    3. If so, are you providing the URL 192.168.0.1 into the browser?
    4. If so, what password are you trying to use to get into the UI (user interface)?
    5. The WiFi password is not the right password to use.  The Admin password is needed and that should be found on a label in the base of the Hub 5.

    HTH.

    • DMWarrior's avatar
      DMWarrior
      Joining in
      6 months ago

      Hi, thanks for the reply. In answer to your questions.

      1. Are you saying you cannot get into the Hub 5's UI (settings)   CORRECT
      2. You imply that you are able to use WiFi and can thus browse.  Right?   CORRECT
      3. If so, are you providing the URL 192.168.0.1 into the browser?    CORRECT
      4. If so, what password are you trying to use to get into the UI (user interface)? The SSID password printed on teh label attached to teh Hub (not Wifi password)
      5. The WiFi password is not the right password to use.  The Admin password is needed and that should be found on a label in the base of the Hub 5.   I UNDERSTAND THIS
      • Sephiroth's avatar
        Sephiroth
        Alessandro Volta
        6 months ago

        With regard to your answer to Q5, and in the light of your answer to Q4, are you now able to get into the the UI (then to research the SSID matter)?

  • legacy1's avatar
    legacy1
    Alessandro Volta
    6 months ago

    If a reset don't fix it hub needs to be binned and get a new one

    really all hubs should ask you to enter a password not have a default one at setup or reset

  • Sephiroth's avatar
    Sephiroth
    Alessandro Volta
    6 months ago

    Then it has to be the pinhole reset.  There's no way out.  Keep us posted, please.

  • Client62's avatar
    Client62
    Alessandro Volta
    6 months ago

    Does the Hub 5 require the Admin Menu password is changed on first use ? 

    I am sure there was a thread some time ago that mentioned the Connect app
    has an option to retain the credentials from a previous Hub ?

    The effect caused utter confusion, a replacement Hub had been installed with a new SSID only
    a day or so later to revert to the SSID / Password of the last Hub.

  • Roger_Gooner's avatar
    Roger_Gooner
    Alessandro Volta
    6 months ago

    VM stores your hub's SSID and reinstates it on a replacement hub. This is actually helpful, what is not helpful is VM not explaining what is happening.

    • fizz's avatar
      fizz
      Fibre optic
      6 months ago

      I had a hub swap out because this was happening and not resetting the SSID from a previous hub. Also helpfully when Virgin do this on a new hub and you change the wifi password it DOES NOT get remembered and it also sets the security to none on the wifi connection a really dangerous thing to do!! I would also question why Virgin 'knows' my SSID when it is set to hidden and they are accessing personal wifi information without my consent??

      • Tudor's avatar
        Tudor
        Very Insightful Person
        6 months ago

        "I would also question why Virgin 'knows' my SSID when it is set to hidden and they are accessing personal wifi information without my consent??" Hiding a SSID is absolutely useless, in fact it makes your WiFi less secure, just search the internet about it. I don’t see that a SSID could be classed as "personal information" especially as it’s on equipment rented and property of VM.

  • Client62's avatar
    Client62
    Alessandro Volta
    6 months ago

    Do you have the Connect app ? 
    Does it have an option to restore the settings from a previous Hub ?

    If that was disabled first.

    Then perhaps a 60 second press of the Hub 5 reset button,
    followed leaving it powered on to revert to the shipping condition
    might bring the Hub 5 back to the SSID / Passwords of the Hub's label.

    • DMWarrior's avatar
      DMWarrior
      Joining in
      6 months ago

      Yeah, there is some option on the App to 'combineSSIDs', its wizard based and doesnt really explain the steps without activating them, so slightly reluctant to use it.

      I only wanted to get to the settings to limit some devices, as I work from home and am dependant on continuous access, i am reluctant to perfom any kind of reset. Will probably just leave it as is. Other than accessing the settings page the perormance is good and more importantly stable.

      • Zach_R's avatar
        Zach_R
        Forum Team
        6 months ago

        Hi DMWarrior,

        Thank you for your posts and welcome to our community forums. We're here to help.

        I'm so sorry to hear that you're having these issues with your Hub's settings. Please respond to the private message that I'll be sending to you shortly and we'll assist you further from there.

        Thanks,
         

  • Sephiroth's avatar
    Sephiroth
    Alessandro Volta
    6 months ago

    The Forum Team need to pick this up and run with it.  It is no way acceptable that, through VM’s product/actions & unintended consequences, you should be unable to manage your hub.  Keep us posted, please.