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Router software/firmware update needed & Incorrect password message

Posts: 1
Registered: ‎22-10-2021

Router software/firmware update needed & Incorrect password message


My version of software was last update in 2019 - how do I get this updated if it is not current version

Im also having wifi connections problems getting Incorrect password message, even though I have done a factory reset on my router. Help needed please

Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 1,359
Fixes: 86
Registered: ‎24-04-2017

Re: Router software/firmware update needed & Incorrect password message

Hi @Barbarian57, thanks for getting in touch and I'm sorry to hear you've bee having connection issues as of recent. As your router doesn't sound to be on the latest firm aware I've contacted our products team to push an update out for you. This usually takes a few working days to be actioned so I'd advise restarting the router both Tuesday and Wednesday morning and then seeing if the update has been pushed through.

The issues you've advised with the connection problems and wrong password message coming up coincidently falls in line with a known firmware issue that the latest firmware version will resolve. In the meantime steps can be done to help such as splitting the wireless frequencies as seen below. I've included my full wireless improvement guide below however as it should help on the wireless front in general. Please note however that factory resets of the router will remove all changes made in this way so I'd only factory reset if it's really needed moving forwards.

The guide below will show you how to log into the router and change the wireless channel as it's usually another router in the area on the same or similar channel that will be causing issues for both wireless frequencies. Before picking a channel I'd suggest downloading a free app on the android store called 'wifi analyzer' (blue and white icon logo) which will scan your area for all the routers and show what channels they are on between 1-13. Although the above app isn't essential it helps you pick where your router would be best in terms of channels and saves a lot of time doing it via trial and error.

1) To connect to your Hub One, you will need to open a browser and go to If you have any issues doing this via Wireless, we recommend trying to do it via Ethernet cable instead.

 2) You should come to a page with information about your connection, click 'Advanced Settings' at the top and it will ask you to sign in with a Password. This is located on the back of your router under 'Admin Password'

 3) Select the option for 'Wireless' followed by '5 GHz Wireless'. What we want to do to begin with is turn 'Sync with 2.4 GHz Wireless' to 'Off' and update the SSID to be different. The easiest way would be to add '-5G' to the end so it is identified as its own connection. Once this is changed, we will need to keep an eye on it for a day or 2 to see if the issue continues. If it does, the next step would be to change the wireless channel. Keeping in mind the original 2.4Ghz unchanged name network connection would be the best to connect your devices  to for a stronger signal.  
(When deciding which device goes on what frequency keep in mind that the 5GHz is designed for close range stationary devices and standard 2.4GHz the one which gets the wireless around your property further.)

4) Following the above guide to get to your 'Advanced Settings' page, you will need to change the settings within the 2.4 GHz Wireless tab and the 5 GHz Wireless tab.

5) Under the correct heading, you will need to find 'Channel Selection' on the list and change this from 'Automatic' to any one of the other channels, This can also need doing under '5 GHz Wireless' to cover both signals. Give it 3-4 hours of testing to see if the issue still persists and try to change the channel again if you see little or no improvement.

Let us know how it goes.