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Guest WiFi enabled but not allowing connections.

Tuning in

I am a new Virgin Media customer and have recently had full fibre broadband installed.  I have been given a hub5 box.  Broadband speed and reliability for streaming and gaming are as expected.

Using the Virgin Connect app, I have enabled guest WiFi.  This is so that I can provide this WiFi code to visitors, friends etc if they wish to join my WiFi.

None of my devices will connect to the guest WiFi.  I can see that the guest WiFi is being broadcast because it is listed as an available WiFi to connect to (on any of my devices) yet the hub rejects every attempt to connect to it via guest WiFi.  I have checked and WiFi password has been typed correctly.

Has anyone else encountered this - what is the solution?

I have tried a reboot of the hub, tried changing the WiFi password, tried the obvious things.

It looks like the ‘guest WiFi’ concept just does not work as intended and described.



VM Connect app is such a flaky product that we avoid it like the plague.

Connect to the Hub 5 admin menu at    login with the Hub Password.

From the Hub 5 admin menu...  Disable the Guest Wi-Fi and then re-enable it, see if you can get a better result
when directly managing the VM Hub 5.

Forum Team
Forum Team

Hi @FeelScammed,

Thanks for posting, and sorry you've had some issues setting up a guest network.

Can you confirm if you've followed the steps here


Tuning in


yes I followed those instructions.

Hi @FeelScammed 

Welcome to the community forums 

Sorry to hear of your concerns with the guest WiFi not working. 

Please can you do a 60 second pin hole reset on the router. This will revert any customisations back to factory settings and full update the router with firmware/software updates. Please do not reboot the router whilst it is completing the pin hole request.

After the reset please then try these steps;


Step 1: Sign in to your hub admin page by enter into the address bar of your browser, which will load the settings pages and enter the hub settings password on your router.

Step 2: Go to Advanced settings. Select Enable guest network > Modify your guest network > Enable your guest network > Next

Step 3: The WiFi Hub will automatically create a guest network name and password for you. Make note of these details and select Next

Step 4: Specify for how long you want your guest network then select Next

Step 5: To finalise your guest network setup, select Finish to activate it

Here to help 🙂
Virgin Media Forums Agent

Hi Carley_S, thank you for your reply and your suggestion. 

before I do the pinhole reset, may I please check the following;

Via the Virgin Connect app, I have taken the time to review all of my connected devices.  There are about 30 separate devices (across my family) which I have taken the time to name and assign to family members as separate users.  
If I proceed to complete a pinhole reset, will my personalised device labels and assignments remain? (It took my many days to set up).

Kindest Regards.

Very Insightful Person
Very Insightful Person

A pinhole reset will put the Hub back to out of the box settings. 

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

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Alessandro Volta

Factory Reset is the Forum Team’s go-to advice and rarely, if ever, resolves anything.  The OP obviously knows stuff and is wise.

As ever, I believe the wretched CONNECT app to be the culprit.  If you delete the app from all devices and manage guest WiFi from the Hub’s GUI, might that work?  You should also turn off all Smart WiFi settings in the Hub.

Keep us posted.

Seph - ( DEFROCKED - My advice is at your risk)