Connection to new router failed

[Flutterby57]

Our devices are showing that we are logged into the old router, even though I went through the instructions to set up the new Hub5old

[Ashleigh_C · Accepted solution]

Hi there @Flutterby57 

Thank you so much for your post and welcome back to the forums, it's great to have you here. 

After you have set up the new Hub you will need to connect your devices, if you scan for the WiFi from your device you should see the Hub name click here to connect and enter the WiFi password on the Hub. 

Have you been able to do this for your devices? 

[Adduxi]

Also you should make the devices "forget" the previous Wifi SSID.  In some cases you will have to factory reset the devices.  They should now only see the new Hub's SSID.

[Flutterby57]

Hi Ashleigh,

Thanks so much for your helpful message. We've all got the flu here so it's difficult to get stuck in and try to sort it all out! I did phone Virgin Media in the hope they could sort it over the phone bit that wasn't possible. They are monitoring our connection for a week and will then come back to us with their findings.

It makes sense, your advice but I have a feeling the new Hub 5 didn't connect properly in the first place.

Best wishes

Julianne