New hub 4 showing old hub details

[aldavies01]

I had my hub 3 replaced yesterday with a hub 4 as I had been experiencing wi fi problems. All seemed to be well and we logged all devices into the new hub using the details provided on the card and the bottom of the new hub. I deleted the old hub settings from my phone and this morning noticed that I was using 4 g and the only available wi fi network listed was my that of my old hub. When I checked the other devices they were all connected using the old hub details and the new hub wasn't showing up as an option on those devices either. I have never come across this before. Can someone advise if it makes sense please?

[Matthew_ML]

Hey aldavies01, thank you for reaching out and a warm welcome to the community I am sorry to hear you are having some connection issues.

I have taken a look at mine end and everything seems to be like it is now set up correctly.

How has it been over the last few days? Thanks 

[aldavies01]

Hi, Its working fine but I can't understand why it's using the details of the hub 3 that was taken away and not the new hub. In the past when I have had a new hub I use the details of the bottom of the new hub, but this time the connection is showing the old hub user name and password. 

[Natalie_L]

Thank you for your reply. 

Can you please try forgetting the WiFi details on your device and running a search for the new Hub?

Please let us know if this is listed. 

Thanks, 

[aldavies01]

Hi. I have already tried that and then the only available hub to join is the old hub 3 again. As I have mentioned previously when the new hub 4 was first installed it showed up with the details on the bottom of the hub 4 and I logged into it fine. I therefore deleted the old hub from the settings on my phone. The next day the hub 4 connection had disappeared and I was connected with 4g, but my old hub 3 details showed up which I logged into with the old hub 3 password. My husband hadn’t deleted the old hub details from his phone and when I checked his connection it had automatically defaulted back to the old hub and the new hub wasn’t visible. It seems that the new hub must have been allocated the old hub details at Virgins end and I can’t understand why. Everything is working fine and the speed is ok but I just need to know of this is normal practice please? 

[Ashleigh_C]

I'm so sorry to hear that this has happened @aldavies01 and thank you for popping back to us, this is very strange.

Are you able to perform a pin hole reset? To do this push a pen etc into the reset hole at the back of the Hub and hold it in for 20 seconds. 

This will cause a full factory reset and should reset the details. 

Thanks again.

[Adduxi]

Do you have any old VM boosters running?  These may be still be broadcasting the old details.

[aldavies01]

Hi. I have switched off all the boosters and it’s still showing the old hub details

[Kath_F]

Hi aldavies01, 

Thanks for coming back to us on this one. 

The only thing that makes sense would be that either the engineer changed the hub details or someone in the house logged into the hub and updated them to match the old details. Some people do this as it means they won't then need to connect all the devices again. 

If you do a pin hole reset on the hub and hold the reset button in for a minimum of 45 seconds, this should reset the hub to the sticker details. 

Keep us posted on how that goes. 

Thanks, 

[aldavies01]

Hi. Thanks for your reply. It definitely hasn’t be changed by me but I know the engineer had to ring through to change the boosters to the new hub settings so perhaps the hub was changed to the old details then although I’m sure the new hub details were still showing when he left. I suppose if I reset it now the boosters wont work will they?