Wi-Fi: Password reset

[Preet_Kaur_77]

I just recently got the virgin internet connection and received a pre-set WIFI SSID and password. I'm trying to change the password but every time I try to login, it shows that the password is incorrect. I've been trying the same password that's been given to us by the company. Could someone suggest anything that I should be doing differently?

[Rockstar811]

Change my wifi password

[Enola]

I believe that JolantaW21 is having the same issue I am. My cell phone will not connect to my home Wi-Fi. I get an error message that my wifi password is incorrect but it is not. All other wifi devices are working. I spent almost an hour on the phone with customer support and they told me I had to take my phone back to where I purchased it or contact Samsung as that is the type of phone I have.

Apologies if I am misunderstanding.

[VirginPlusAntgio]

Hey there @Enola , 

Welcome to the community and thanks for your post.

Since all of your other devices are working, the issue might very well be your device. 

Make sure your phone is updated to it's latest version and after restart your phone. If the issue persists, try erasing your saved Wi-Fi in your phone and try reconnecting.

Give that a try and keep the Community posted.

[thyra7]

exactly i have the same problem ..error 2002..i press the key nothing is being sent.

it also says your default password is your serial key of the modem..i put this in ..nothing happens..

modem works fine but home internet is DOWN.

[VirginPlusAntgio]

Hey there @thyra7 ,

Welcome to the Community and thanks for your post. 

Below are a few things to check out and/or try;

• Restart your modem and try again.
• Check your My Account profile to ensure the right email is saved on your Internet account and for your communication preferences.
• If you accessed it for the first time or did a factory reset, have you tried the generic "Admin" password?
• Have you checked the junk/spam folder in your email to ensure it wasn't sent there by mistake?
• Have you tried our virtual repair tool to see if there was an issue with your service? If not, please run our virtual repair tool via your mobile browser to ensure a full check is completed.
• Have you reached out to our technical team to verify your concern and troubleshoot further?

Give those a try and keep the community updated with the results.

[Ry]

When I entered my wifi password, it keeps saying incorrect password. But it’s the same password on the modem 

[VirginPlusAntgio]

Hey there @Ry , 

Welcome to the community and thanks for your post. 

We invite you to check out the above thread for tips and tricks when faced with this type of issue. 

Let the community know if you have more questions. 

[Kulimat]

So how do we change the password with Valerie modem now?