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DannyAndCarly
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Someone else is signed into our hub

I tried to sign into my Virgin Media Hub and apparently someone else is signed in already.

it isn’t either me or my fiancée so how do we find out who it is?

we have had problems with a hacker before and want evidence of hacking to take to the police!?

Please can anybody help?

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Katie_WT
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Re: Someone else is signed into our hub

Hi there @DannyAndCarly

 

Welcome to our Community and thanks so much for your first post to our wall - I am sorry that there are some issues with signing into your Hub. If you feel that someone else is signed in already - the best thing to do is to do a PIN hole reset ASAP.

 

This will reset your Hub to the factory settings that can be located on the bottom of your Hub. After the PIN hole reset (hold for around 60 seconds to just make sure), you can then log back into your Hub via the address on the base (depending on what hub it is) and change your passwords as soon as you can. 

 

You can check this page for changing your Hub password.

 

We're unable to assist you with who may be logged into your Hub I'm afraid - I am sorry. 

 

Hope that helps. 

 

Cheers

Katie - Forum Team


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Anonymous
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Message 3 of 8
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Re: Someone else is signed into our hub

if you have the virgin connect app then this app is what is signed in. Uninstall the app and restart the hub
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DannyAndCarly
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Re: Someone else is signed into our hub

Many thanks for the reply, it was from my iPhone and while using the app that I had the message.

It said something is not right and then told me that someone else is signed in.

Any insights would be greatly appreciated!

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Lee_R
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Re: Someone else is signed into our hub

Hi DannyAndCarly

Please can I ask if you've tried the advice given?  If so has it worked?

Regards


Lee_R

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DannyAndCarly
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Re: Someone else is signed into our hub

I reset my hub as directed and are now trying to change the network name and the password but for some reason, it wont accept the password that is printed on the bottom of the hub?

 

I went to : 192.168.0.1 as directed on the virgin website, entered the WIFI network name OK but it doesnt seem to recognise the password.

 

Any ideas or suggestions would be greatly appreciated!

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Emma_C
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Re: Someone else is signed into our hub

Thanks for that. 

Can you confirm that you still have the original sticker with the original password on?

If so please try another reset and please enter the password exactly as you see it. 

Thanks 

Emma_C - Forum Team
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newapollo
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Message 8 of 8
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Re: Someone else is signed into our hub

Hi DannyAndCarly,

Make sure you are entering the Settings password (should be 8 numerical digits) and not the WiFi password.

Dave

The Service you do for others is the rent you pay for your room here on Earth - Muhammad Ali
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