Safeguard not working?

[#1 · Accepted solution]

@pivo 

You need to go to >Advanced Settings >Broadband

Click on 'Disconnect' and correct the Broadband Username to yours, the password is the same as the members centre, then 'Connect'

@MisterW 

looks like the Hub is not associated correctly to this account

[#2]

looks like to Hub is not associated correctly to this account

It certainly does! I'll try tagging one of the Help team to investigate... (if that doesnt work I'll escalate it)

@Marsh can you check this please ?

[#3]

Thank you MisterW and Dan the van Safeguard is now working on my account!

Guess it proves that they do reuse hubs when they are returned - I always thought they put them straight in the bin.

[#4]

Guess it proves that they do reuse hubs when they are returned - I always thought they put them straight in the bin.

Even so, they should be correctly associated with the account. The dispatch procedure scans the barcode and updates the account with the router serial no. When installed, the router then connects using the factory reset details and retrieves the correct username details.