New Hub 5 Settings Password Not Recognised

[howardhopkinson]

I have today 12/7/23 received my new Hub 5. My internet and wifi on most(not all) of my devices are working as expected.

The problem arises when I go to the router page, after selecting English as the language, it takes me to a screen that requires the settings password and this is where the problems start. I have tried many times to login and even done a pinhole reset for 60 seconds all to no avail, I'm always told that the password is incorrect, and thus I can't get into the router to make any changes and setup some of my smart wifi plugs etc.

I do have a photograph or the password on the bottom of the router if it's required. I must admit that some of the symbols look very odd. For example what looks like a lower case e on closer inspection doesn't look like a lower case e at all. It's definitely not a zero as I have tried that without any success.

I'm seriously considering reconnecting my Hub 3

Any help would be most appreciated.

[Matthew_ML]

Hey howardhopkinson, thank you for reaching out and I am so sorry to hear about this.

Is it asking for the actually router password and not the WIFI password?

This also should be at the bottom of the box. 

Your router will be selected at English as a default. Cheers 

[howardhopkinson]

Yes, it's definitely asking for the settings password, the one on the bottom of the router.

[Matthew_ML]

Okay no worries, and is the router not accepting it? 

Also what other changes were you trying to make apart from the language ? Cheers 

[howardhopkinson]

The router keeps saying the password is incorrect.

I want to access the router to change the WiFi password etc and make some changes to the 2.4 GHz to get my smart sockets etc working.

[Matthew_ML]

Okay thank you for letting me know.

I would do a pin hole reset so this will go back to the factory settings, once this has been done the password should work without a problem.

If it doesn't please let us know. Cheers 

[howardhopkinson]

I've already done a 60second reset more than once to no avail.

The router is definitely asking for the router settings password.

I have attached a photo of the settings password on the bottom of the router, if you zoom in, you'll see that some of the symbols are questionable.

Thank you for your help thus far.

 

[Matthew_ML]

Thank you for sending this pic over.

So when you put that password in letter for letter it says its invalid or is it only sometimes it saying invalid and the other times its working? 

I would also look at deleting the last post once you have confirmed so nobody else can try to log in and change any settings. Cheers 

[howardhopkinson]

The photo clearly shows that the settings password is strange. I have no idea what the password actually is due to the questionable symbols.

No matter how many times I attempt to enter the password, the router always tells me it is incorrect.

[Matthew_ML]

Passwords are normally this complex due to the natural of it, I will send you a PM so we can look into this password in a private space where you can resend this photo.

Please look out for my message in your inbox. Cheers