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Connect app showing wrong SSID

Tuning in

I have just upgraded my Hub from a 3 to a 5 and although the virgin media connect app has picked up my my new router it is still showing my old SSID and I can't home scan as it's asking me to connect to that network. I have done a full reboot of the router and deleted cache and data from the app, deleted the app and rebooted my phone before re installing and logging in but it had not sorted the issue,  has anyone else come accross this? 


Hi @Jaypilks,

As soon as we have any updates, we will advise.

Apologies for any inconvenience and thanks for your continued patience. 

Forum Team

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On our wavelength

Im having the same issue after upgrading to the hub 5. Have you had a fix yet?

Hi @Kaleem71 thanks for your post here - sorry you're still having issues.

There's not been a reportef fix as of yet but we're doing our best to resolve this ASAP.

Is there any further help you need from the App that I can support you with in the meantime?

Many thanks


Tuning in

Any joy with the fix for this. I upgraded to hub 5 from 3 and I see old router and old password on the app too. 

Hi Rodgeu, thanks for the message and welcome to the forums. 

I am sorry to hear that the Connect app is showing the incorrect SSID and this is not the experience which we want you to have with us. 

Can you confirm that the connect app is connected via the WIFI and that you are running the latest version of the app? 

Please forget all devices and then try to connect again to see if anything changes? 

Kind regards, Chris. 

On our wavelength


Actually, I am still finding a couple of low areas upstairs on my WiFi and wanted to use the app to show this and order another WiFi pod to help.

Is it possible to do this some other way? I did call customer service but they told me to use the app!

Thanks for your time


This is screen shot of the home page on app showing old router.
I have the hub 5 now but it doesn’t show here. Is there a known issue as I can’t do the home scan to check connection etc. 




On our wavelength

Probably still connected to the old details. Iv tried everything switched router. Cleared cache data but still cant do a home scan as it saya to connect to old wifi details

I am now connected to my old router details on. My new hub 5 details don’t show up on my Wi-Fi scans on any device. My old router has been gone for over a month. The ssid and password on my new hub 5 doesn’t show up on any scans. I have to use my old router ssid and password. Very strange. 

Everything’s working fine just that it is now my older router details. Why has this happened