After having a look around the forum I notice that I may be on the old version of the Hub One firmware.
I believe this is because the wrong serial is associated with my account. The reason behind that is that I continued to use my old Hub One when moving property. I left and became a new customer (to take advantage of incentives at the time) rather than move the service.
The current version installed on my Hub One is: 126.96.36.199.188.8.131.52.2 Last updated 10/08/17
Could someone aid in getting this resolved please?
PS, this would explain why when carrying out a factory reset I don' receive the correct credentials.