Please can someone advise?
Fixed! Go to the fix.
Are you getting your user names and passwords mixed up? If you do a factory reset on your Hub you must keep the reset switch closed for at least 20 seconds. If you do this the Hub should pick up your account username and password automatically and log you onto the Internet. This can take 10 minutes or so.
If you need to log into the Hub you need the password on the label fixed to the Hub.