Password keeps saying incorrect

[LaurenF21]

I have a new router, hub 5 and every time i input the password to connect a device to it it says incorrect passcode.

Please don't just say reset as i have done this so many times over the last 4 weeks, also YES i am entering the password in correctly, no i have never changed it as i can't use the wifi & yes the card on the back matches the sticker with the same password.

I have had this router since the beginning of December and have not been able to connect once, when i call all i get is reset - nothing works......

[Lee_R]

Hi @fragmites thanks for posting and welcome to our community.

Sorry to hear that you were having issues connecting your iPhone to our hub 5.  Am I correct in my thinking that you've now resolved the issue?

Regards

Lee_R

[fragmites]

Yes, the issue is resolved. Disabling the 5GHz channel solved the problem. I posted mostly in case the same solution would help other people.

[Nathan_B]

Thanks for the update @fragmites 😊 Glad to see this has been resolved for you.

Please do let us know if you need any further help, we are always happy to assist.

Regards

Nathan

[Albeback]

I'm having the same problem. 

I'm using a hub 4 and I'm trying to log into my router but the "password" supplied isn't working. It's so frustrating!!

I tried it over and and over before I found this community page.  Come on Virgin, this is crap. 

[Matthew_ML]

Hey Albeback, thank you for reaching out and a warm welcome to the community.

Have you changed the password at all?

If not please reboot the router via the pin reset and this will reset it to factory settings and the original password will work again. 

Keep us updated.