Showing results for 
Search instead for 
Did you mean: 

Galaxy A13 showing as connected device on Hub 5

Joining in

Hi I've just had virgin installed and right from the first hour I connected my phone to it there's been a "Galaxy A13" shown as a connected device. It's not a device I own and I can't work out how to remove it from the network or figure out how it got there before I even logged in myself?! Any ideas?


Very Insightful Person
Very Insightful Person

In the first instance try a 60 second factory pinhole reset as below;
Remove any ethernet cables from the Hub and hold the pinhole reset switch for 60 seconds. Do NOT reboot the Hub, just let it do it's thing. Note you will need the passwords from the bottom of the Hub afterwards, so make sure they are legible. NOTE this will remove any custom settings you may have set in the Hub, and they will all have to be setup again.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks


When you see the "Galaxy A13" are all of your own phones + laptops visible and correctly listed ?

Mobile phones and laptops with MAC address randomization enabled generate some curious results where either an Unknown device is listed or a phantom devices is listed as a Samsung phone / SkyTV / HP printer etc.

On our wavelength

Just change the WiFi password and re-add devices one by one.

Joining in

Panic over it... was my *work phone* I guess the installer tested the network on it as it lying on my desk and I never use it on WiFi as I mostly use it to authenticate when logging on, so didn't think about it - doh! 

Thanks for the update @Teenopausal, and a very warm welcome to our Community Forums!

Pleased to hear you were able to get to the bottom of this one.

Do feel free to report back to us if you experience any further issues with the services, and we'll be on hand to assist where possible.