Forum Discussion

Joining in

8 months ago

SSID HUB5 label differs from the broadcast SSID

I have noticed today when trying to access my HUB5 settings page, that the SSID Label on my Hub, does not match the SSID being broadcast for my Wifi.

I can no longer access the Settings page as the credentials are rejected

The ID on the label is not broadcast at all to any device in my home.

The SSID that IS broadcast and working fine, I beleive is from my previous Hub5 that was replaced over 12 months ago.

Any ideas what could have happened and any way to resolve without having to reset everything.

21 Replies

Sephiroth
Alessandro Volta
8 months ago
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Obviously you know what you mean but we need to be sure of what you are reporting.
Are you saying you cannot get into the Hub 5's UI (settings)?
You imply that you are able to use WiFi and can thus browse. Right?
If so, are you providing the URL 192.168.0.1 into the browser?
If so, what password are you trying to use to get into the UI (user interface)?
The WiFi password is not the right password to use. The Admin password is needed and that should be found on a label in the base of the Hub 5.
HTH.
- DMWarrior
  Joining in
  8 months ago
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  Hi, thanks for the reply. In answer to your questions.
  Are you saying you cannot get into the Hub 5's UI (settings) CORRECT
  You imply that you are able to use WiFi and can thus browse. Right? CORRECT
  If so, are you providing the URL 192.168.0.1 into the browser? CORRECT
  If so, what password are you trying to use to get into the UI (user interface)? The SSID password printed on teh label attached to teh Hub (not Wifi password)
  The WiFi password is not the right password to use. The Admin password is needed and that should be found on a label in the base of the Hub 5. I UNDERSTAND THIS
  - Sephiroth
    Alessandro Volta
    8 months ago
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    With regard to your answer to Q5, and in the light of your answer to Q4, are you now able to get into the the UI (then to research the SSID matter)?
legacy1
Alessandro Volta
8 months ago
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If a reset don't fix it hub needs to be binned and get a new one
really all hubs should ask you to enter a password not have a default one at setup or reset
Sephiroth
Alessandro Volta
8 months ago
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Then it has to be the pinhole reset. There's no way out. Keep us posted, please.
Client62
Alessandro Volta
8 months ago
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Does the Hub 5 require the Admin Menu password is changed on first use ?

I am sure there was a thread some time ago that mentioned the Connect app
has an option to retain the credentials from a previous Hub ?

The effect caused utter confusion, a replacement Hub had been installed with a new SSID only
a day or so later to revert to the SSID / Password of the last Hub.
- Sephiroth
  Alessandro Volta
  8 months ago
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  https://community.virginmedia.com/t5/QuickStart-set-up-and/Hub-5-SSID-changed-by-itself-Again/td-p/5484243
  Maybe?
  - DMWarrior
    Joining in
    8 months ago
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    Thanks, will take a look later.
- DMWarrior
  Joining in
  8 months ago
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  This sounds similar to what I had, hub replaced but retained old SSID. The new SSID and password details on the new hub label dont appear to be broadcast and credentials for accessing the Admin pages are rejected with both my OLD hub credentials and NEW hub credentials.
Roger_Gooner
Alessandro Volta
8 months ago
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VM stores your hub's SSID and reinstates it on a replacement hub. This is actually helpful, what is not helpful is VM not explaining what is happening.
- fizz
  Fibre optic
  8 months ago
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  I had a hub swap out because this was happening and not resetting the SSID from a previous hub. Also helpfully when Virgin do this on a new hub and you change the wifi password it DOES NOT get remembered and it also sets the security to none on the wifi connection a really dangerous thing to do!! I would also question why Virgin 'knows' my SSID when it is set to hidden and they are accessing personal wifi information without my consent??
  - Tudor
    Very Insightful Person
    8 months ago
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    "I would also question why Virgin 'knows' my SSID when it is set to hidden and they are accessing personal wifi information without my consent??" Hiding a SSID is absolutely useless, in fact it makes your WiFi less secure, just search the internet about it. I don’t see that a SSID could be classed as "personal information" especially as it’s on equipment rented and property of VM.
Client62
Alessandro Volta
8 months ago
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Do you have the Connect app ?
Does it have an option to restore the settings from a previous Hub ?

If that was disabled first.

Then perhaps a 60 second press of the Hub 5 reset button,
followed leaving it powered on to revert to the shipping condition
might bring the Hub 5 back to the SSID / Passwords of the Hub's label.
- DMWarrior
  Joining in
  8 months ago
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  Yeah, there is some option on the App to 'combineSSIDs', its wizard based and doesnt really explain the steps without activating them, so slightly reluctant to use it.
  I only wanted to get to the settings to limit some devices, as I work from home and am dependant on continuous access, i am reluctant to perfom any kind of reset. Will probably just leave it as is. Other than accessing the settings page the perormance is good and more importantly stable.
  - Zach_R
    Forum Team
    8 months ago
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    Hi DMWarrior,
    
    Thank you for your posts and welcome to our community forums. We're here to help.
    
    I'm so sorry to hear that you're having these issues with your Hub's settings. Please respond to the private message that I'll be sending to you shortly and we'll assist you further from there.
    
    Thanks,
Sephiroth
Alessandro Volta
8 months ago
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The Forum Team need to pick this up and run with it. It is no way acceptable that, through VM’s product/actions & unintended consequences, you should be unable to manage your hub. Keep us posted, please.

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I have noticed today when trying to access my HUB5 settings page, that the SSID Label on my Hub, does not match the SSID being broadcast for my Wifi.

I can no longer access the Settings page as the credentials are rejected

The ID on the label is not broadcast at all to any device in my home.

The SSID that IS broadcast and working fine, I beleive is from my previous Hub5 that was replaced over 12 months ago.

Any ideas what could have happened and any way to resolve without having to reset everything.

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I have noticed today when trying to access my HUB5 settings page, that the SSID Label on my Hub, does not match the SSID being broadcast for my Wifi.

I can no longer access the Settings page as the credentials are rejected

The ID on the label is not broadcast at all to any device in my home.

The SSID that IS broadcast and working fine, I beleive is from my previous Hub5 that was replaced over 12 months ago.

Any ideas what could have happened and any way to resolve without having to reset everything.

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I can no longer access the Settings page as the 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SSID HUB5 label differs from the broadcast SSID","moderationData":{"__ref":"ModerationData:moderation_data:5552110"},"body":"

Obviously you know what you mean but we need to be sure of what you are reporting.

Are you saying you cannot get into the Hub 5's UI (settings)?
You imply that you are able to use WiFi and can thus browse. Right?
If so, are you providing the URL 192.168.0.1 into the browser?
If so, what password are you trying to use to get into the UI (user interface)?
The WiFi password is not the right password to use. The Admin password is needed and that should be found on a label in the base of the Hub 5.

HTH.

","body@stripHtml({\"removeProcessingText\":false,\"removeSpoilerMarkup\":false,\"removeTocMarkup\":false,\"truncateLength\":200})@stringLength":"203","kudosSumWeight":0,"postTime":"2024-08-07T15:15:18.173+01:00","lastPublishTime":"2024-08-07T15:15:18.173+01:00","metrics":{"__typename":"MessageMetrics","views":588},"visibilityScope":"PUBLIC","placeholder":false,"originalMessageForPlaceholder":null,"isEscalated":null,"solution":false,"entityType":"FORUM_REPLY","eventPath":"category:Broadband/community:virginboard:Wireless/message:5552103/message:5552110","replies":{"__typename":"MessageConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[{"__typename":"MessageEdge","cursor":"MjUuMnwyLjF8aXwzfDM5OjF8aW50LDU1NTIxMTUsNTU1MjExNQ","node":{"__ref":"ForumReplyMessage:message:5552115"}}]},"customFields":[],"attachments":{"__typename":"AttachmentConnection","edges":[],"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}},"editFrozen":false,"body@stringLength":"577","rawBody":"

Obviously you know what you mean but we need to be sure of what you are reporting.

Are you saying you cannot get into the Hub 5's UI (settings)?
You imply that you are able to use WiFi and can thus browse. Right?
If so, are you providing the URL 192.168.0.1 into the browser?
If so, what password are you trying to use to get into the UI (user interface)?
The WiFi password is not the right password to use. The Admin password is needed and that should be found on a label in the base of the Hub 5.

HTH.

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Hi, thanks for the reply. In answer to your questions.

Are you saying you cannot get into the Hub 5's UI (settings) CORRECT
You imply that you are able to use WiFi and can thus browse. Right? CORRECT
If so, are you providing the URL 192.168.0.1 into the browser? CORRECT
If so, what password are you trying to use to get into the UI (user interface)? The SSID password printed on teh label attached to teh Hub (not Wifi password)
The WiFi password is not the right password to use. The Admin password is needed and that should be found on a label in the base of the Hub 5. I UNDERSTAND THIS

","body@stripHtml({\"removeProcessingText\":false,\"removeSpoilerMarkup\":false,\"removeTocMarkup\":false,\"truncateLength\":200})@stringLength":"223","kudosSumWeight":0,"postTime":"2024-08-07T15:22:56.499+01:00","lastPublishTime":"2024-08-07T15:22:56.499+01:00","metrics":{"__typename":"MessageMetrics","views":578},"visibilityScope":"PUBLIC","placeholder":false,"originalMessageForPlaceholder":null,"isEscalated":null,"solution":false,"entityType":"FORUM_REPLY","eventPath":"category:Broadband/community:virginboard:Wireless/message:5552103/message:5552115","replies":{"__typename":"MessageConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[{"__typename":"MessageEdge","cursor":"MjUuMnwyLjF8aXwxfDM5OjF8aW50LDU1NTIxMTksNTU1MjExOQ","node":{"__ref":"ForumReplyMessage:message:5552119"}}]},"customFields":[],"editFrozen":false,"body@stringLength":"707","rawBody":"

Hi, thanks for the reply. In answer to your questions.

Are you saying you cannot get into the Hub 5's UI (settings) CORRECT
You imply that you are able to use WiFi and can thus browse. Right? CORRECT
If so, are you providing the URL 192.168.0.1 into the browser? CORRECT
If so, what password are you trying to use to get into the UI (user interface)? The SSID password printed on teh label attached to teh Hub (not Wifi password)
The WiFi password is not the right password to use. The Admin password is needed and that should be found on a label in the base of the Hub 5. I UNDERSTAND THIS

With regard to your answer to Q5, and in the light of your answer to Q4, are you now able to get into the the UI (then to research the SSID matter)?

","body@stripHtml({\"removeProcessingText\":false,\"removeSpoilerMarkup\":false,\"removeTocMarkup\":false,\"truncateLength\":200})@stringLength":"150","kudosSumWeight":0,"repliesCount":5,"postTime":"2024-08-07T15:26:23.585+01:00","lastPublishTime":"2024-08-07T15:26:23.585+01:00","metrics":{"__typename":"MessageMetrics","views":575},"visibilityScope":"PUBLIC","placeholder":false,"originalMessageForPlaceholder":null,"isEscalated":null,"solution":false,"entityType":"FORUM_REPLY","eventPath":"category:Broadband/community:virginboard:Wireless/message:5552103/message:5552119","customFields":[],"readOnly":false,"editFrozen":false,"body@stringLength":"155","rawBody":"

With regard to your answer to Q5, and in the light of your answer to Q4, are you now able to get into the the UI (then to research the SSID matter)?

If a reset don't fix it hub needs to be binned and get a new one

really all hubs should ask you to enter a password not have a default one at setup or reset

","body@stripHtml({\"removeProcessingText\":false,\"removeSpoilerMarkup\":false,\"removeTocMarkup\":false,\"truncateLength\":200})@stringLength":"159","kudosSumWeight":0,"repliesCount":0,"postTime":"2024-08-07T15:20:37.562+01:00","lastPublishTime":"2024-08-07T15:23:58.052+01:00","metrics":{"__typename":"MessageMetrics","views":581},"visibilityScope":"PUBLIC","placeholder":false,"originalMessageForPlaceholder":null,"isEscalated":null,"solution":false,"entityType":"FORUM_REPLY","eventPath":"category:Broadband/community:virginboard:Wireless/message:5552103/message:5552111","replies":{"__typename":"MessageConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[]},"customFields":[],"readOnly":false,"editFrozen":false,"body@stringLength":"169","rawBody":"

If a reset don't fix it hub needs to be binned and get a new one

really all hubs should ask you to enter a password not have a default one at setup or reset

Then it has to be the pinhole reset. There's no way out. Keep us posted, please.

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Then it has to be the pinhole reset. There's no way out. Keep us posted, please.

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Does the Hub 5 require the Admin Menu password is changed on first use ?

I am sure there was a thread some time ago that mentioned the Connect app
has an option to retain the credentials from a previous Hub ?

The effect caused utter confusion, a replacement Hub had been installed with a new SSID only
a day or so later to revert to the SSID / Password of the last Hub.

","body@stripHtml({\"removeProcessingText\":false,\"removeSpoilerMarkup\":false,\"removeTocMarkup\":false,\"truncateLength\":200})@stringLength":"208","kudosSumWeight":0,"postTime":"2024-08-07T16:52:09.454+01:00","lastPublishTime":"2024-08-07T16:52:09.454+01:00","metrics":{"__typename":"MessageMetrics","views":396},"visibilityScope":"PUBLIC","placeholder":false,"originalMessageForPlaceholder":null,"isEscalated":null,"solution":false,"entityType":"FORUM_REPLY","eventPath":"category:Broadband/community:virginboard:Wireless/message:5552103/message:5552157","replies":{"__typename":"MessageConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[{"__typename":"MessageEdge","cursor":"MjUuMnwyLjF8aXwzfDM5OjF8aW50LDU1NTIyMDksNTU1MjIwOQ","node":{"__ref":"ForumReplyMessage:message:5552209"}},{"__typename":"MessageEdge","cursor":"MjUuMnwyLjF8aXwzfDM5OjF8aW50LDU1NTIyMDksNTU1MjM0NQ","node":{"__ref":"ForumReplyMessage:message:5552345"}}]},"editFrozen":false,"body@stringLength":"414","rawBody":"

https://community.virginmedia.com/t5/QuickStart-set-up-and/Hub-5-SSID-changed-by-itself-Again/td-p/5484243

Maybe?

","body@stripHtml({\"removeProcessingText\":false,\"removeSpoilerMarkup\":false,\"removeTocMarkup\":false,\"truncateLength\":200})@stringLength":"116","kudosSumWeight":0,"postTime":"2024-08-07T19:21:46.823+01:00","lastPublishTime":"2024-08-07T19:21:46.823+01:00","metrics":{"__typename":"MessageMetrics","views":355},"visibilityScope":"PUBLIC","placeholder":false,"originalMessageForPlaceholder":null,"isEscalated":null,"solution":false,"entityType":"FORUM_REPLY","eventPath":"category:Broadband/community:virginboard:Wireless/message:5552103/message:5552209","replies":{"__typename":"MessageConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[{"__typename":"MessageEdge","cursor":"MjUuMnwyLjF8aXwxfDM5OjF8aW50LDU1NTIzNDMsNTU1MjM0Mw","node":{"__ref":"ForumReplyMessage:message:5552343"}}]},"editFrozen":false,"body@stringLength":"263","rawBody":"

https://community.virginmedia.com/t5/QuickStart-set-up-and/Hub-5-SSID-changed-by-itself-Again/td-p/5484243

Maybe?

Thanks, will take a look later.

","body@stripHtml({\"removeProcessingText\":false,\"removeSpoilerMarkup\":false,\"removeTocMarkup\":false,\"truncateLength\":200})@stringLength":"39","kudosSumWeight":0,"repliesCount":0,"postTime":"2024-08-08T08:03:01.010+01:00","lastPublishTime":"2024-08-08T08:03:01.010+01:00","metrics":{"__typename":"MessageMetrics","views":300},"visibilityScope":"PUBLIC","placeholder":false,"originalMessageForPlaceholder":null,"isEscalated":null,"solution":false,"entityType":"FORUM_REPLY","eventPath":"category:Broadband/community:virginboard:Wireless/message:5552103/message:5552343","readOnly":false,"editFrozen":false,"body@stringLength":"44","rawBody":"

Thanks, will take a look later.

This sounds similar to what I had, hub replaced but retained old SSID. The new SSID and password details on the new hub label dont appear to be broadcast and credentials for accessing the Admin pages are rejected with both my OLD hub credentials and NEW hub credentials.

","body@stripHtml({\"removeProcessingText\":false,\"removeSpoilerMarkup\":false,\"removeTocMarkup\":false,\"truncateLength\":200})@stringLength":"208","kudosSumWeight":0,"repliesCount":0,"postTime":"2024-08-08T08:06:10.865+01:00","lastPublishTime":"2024-08-08T08:06:10.865+01:00","metrics":{"__typename":"MessageMetrics","views":299},"visibilityScope":"PUBLIC","placeholder":false,"originalMessageForPlaceholder":null,"isEscalated":null,"solution":false,"entityType":"FORUM_REPLY","eventPath":"category:Broadband/community:virginboard:Wireless/message:5552103/message:5552345","replies":{"__typename":"MessageConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[]},"readOnly":false,"editFrozen":false,"body@stringLength":"283","rawBody":"

VM stores your hub's SSID and reinstates it on a replacement hub. This is actually helpful, what is not helpful is VM not explaining what is happening.

","body@stripHtml({\"removeProcessingText\":false,\"removeSpoilerMarkup\":false,\"removeTocMarkup\":false,\"truncateLength\":200})@stringLength":"153","kudosSumWeight":0,"postTime":"2024-08-07T19:15:29.538+01:00","lastPublishTime":"2024-08-07T19:15:29.538+01:00","metrics":{"__typename":"MessageMetrics","views":356},"visibilityScope":"PUBLIC","placeholder":false,"originalMessageForPlaceholder":null,"isEscalated":null,"solution":false,"entityType":"FORUM_REPLY","eventPath":"category:Broadband/community:virginboard:Wireless/message:5552103/message:5552206","replies":{"__typename":"MessageConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[{"__typename":"MessageEdge","cursor":"MjUuMnwyLjF8aXwzfDM5OjF8aW50LDU1NTM3ODAsNTU1Mzc4MA","node":{"__ref":"ForumReplyMessage:message:5553780"}}]},"customFields":[],"editFrozen":false,"body@stringLength":"158","rawBody":"

VM stores your hub's SSID and reinstates it on a replacement hub. This is actually helpful, what is not helpful is VM not explaining what is happening.

I had a hub swap out because this was happening and not resetting the SSID from a previous hub. Also helpfully when Virgin do this on a new hub and you change the wifi password it DOES NOT get remembered and it also sets the security to none on the wifi connection a really dangerous thing to do!! I would also question why Virgin 'knows' my SSID when it is set to hidden and they are accessing personal wifi information without my consent??

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\"I would also question why Virgin 'knows' my SSID when it is set to hidden and they are accessing personal wifi information without my consent??\" Hiding a SSID is absolutely useless, in fact it makes your WiFi less secure, just search the internet about it. I don’t see that a SSID could be classed as \"personal information\" especially as it’s on equipment rented and property of VM.

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","images":{"__typename":"AssociatedImageConnection","edges":[],"totalCount":0,"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}},"timeToRead":1,"currentRevision":{"__ref":"Revision:revision:5553894_1"},"latestVersion":null,"messagePolicies":{"__typename":"MessagePolicies","canModerateSpamMessage":{"__typename":"PolicyResult","failureReason":{"__typename":"FailureReason","message":"error.lithium.policies.feature.moderation_spam.action.moderate_entity.allowed.accessDenied","key":"error.lithium.policies.feature.moderation_spam.action.moderate_entity.allowed.accessDenied","args":[]}}}},"ModerationData:moderation_data:5552357":{"__typename":"ModerationData","id":"moderation_data:5552357","status":"UNMODERATED","rejectReason":null,"isReportedAbuse":false,"rejectUser":null,"rejectTime":null,"rejectActorType":null},"ForumReplyMessage:message:5552357":{"__typename":"ForumReplyMessage","uid":5552357,"id":"message:5552357","revisionNum":1,"author":{"__ref":"User:user:775108"},"readOnly":false,"repliesCount":2,"depth":1,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Forum:board:Wireless"},"parent":{"__ref":"ForumTopicMessage:message:5552103"},"conversation":{"__ref":"Conversation:conversation:5552103"},"subject":"Re: SSID HUB5 label differs from the broadcast SSID","moderationData":{"__ref":"ModerationData:moderation_data:5552357"},"body":"

Do you have the Connect app ?
Does it have an option to restore the settings from a previous Hub ?

If that was disabled first.

Then perhaps a 60 second press of the Hub 5 reset button,
followed leaving it powered on to revert to the shipping condition
might bring the Hub 5 back to the SSID / Passwords of the Hub's label.

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Yeah, there is some option on the App to 'combineSSIDs', its wizard based and doesnt really explain the steps without activating them, so slightly reluctant to use it.

I only wanted to get to the settings to limit some devices, as I work from home and am dependant on continuous access, i am reluctant to perfom any kind of reset. Will probably just leave it as is. Other than accessing the settings page the perormance is good and more importantly stable.

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Yeah, there is some option on the App to 'combineSSIDs', its wizard based and doesnt really explain the steps without activating them, so slightly reluctant to use it.

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Hi DMWarrior,

\n Thank you for your posts and welcome to our community forums. We're here to help.

\n I'm so sorry to hear that you're having these issues with your Hub's settings. Please respond to the private message that I'll be sending to you shortly and we'll assist you further from there.

\n Thanks,
\n

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Hi ,

\n Thank you for your posts and welcome to our community forums. We're here to help.

\n I'm so sorry to hear that you're having these issues with your Hub's settings. Please respond to the private message that I'll be sending to you shortly and we'll assist you further from there.

\n Thanks,
\n

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The Forum Team need to pick this up and run with it. It is no way acceptable that, through VM’s product/actions & unintended consequences, you should be unable to manage your hub. Keep us posted, please.

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