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?

[VirginPlusAntgio · Accepted solution]

Hey there @Preet_Kaur_77, 

Welcome to the Community and thanks for your post. 

In order to access the settings for your primary Wi-Fi network follow these steps:

1. Open a browser
2. Enter http://VALERIE , http://STEVE  or http://Vincent in the address bar
3. Enter your administrator password. If you haven't changed it, the default password is admin
4. Click Log in
5. Click the Manage My Wi-Fi tile

If you ever forget your administrator password, your modem can email it to you as well as your Wi-Fi information (network names and passwords).

To do so follow these steps:

• 1.Press the Password recovery button (key symbol) on the front of the modem.

• 2.Check your email to retrieve your password.

We also have an interactive guide on our website for your modem that will help you complete many tasks on either Valérie , Steve or Vincent

Check out Set or change your Wi-Fi network name and password for Vincent, Valérie and Steve modems to learn more.

[danielsmromero]

Hi,

I tried the above steps and was able to press the button on my modem to send the password to a number and email but it did not send to either of them. How can I retrieve my password?

[VirginPlusPatricia · Accepted solution]

Hi there @danielsmromero. Welcome to the Virgin Plus Community.

Which modem do you have? Depending on the modem type you can do a factory reset to restore the original admin user name and password. 

Let us know how everything goes.

- Patricia

[SeaDreamer]

No, Valerie does NOT send the password to my email or text me on my phone. Reset didn't do a thing either. I am close to throwing the thing out the window, but I'll have to wait until the weekend since I work from home. 

[VirginPlusAntgio]

Hey there @SeaDreamer , 

Welcome to the Community and thanks for your post. 

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

• Check your My Account profile to ensure the right email is saved on your account and for your communication preferences.
• If you 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 reached out to our technical team to verify your concern and troubleshoot further?

Looking forward to hearing back from you.

[AlainG]

The password reset button does not send my administrator password for my Valerie modem to my email or mobile phone (text).  The email address and mobile number are correct in my profile.  There is nothing in my Junk/Spam folder.  The password resent function just doesn't work and never has.

[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 · Accepted solution]

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. 

[Duff]

I have been trying for several days to change my password and user name in my Vincent modem and there is no way working. I tried to go to eaton and talk to virgin workers and they dont even know how ! I tried to call the call costumer service and you can not reach them.

please help me. When i try Vincent in my browser i does not work. I also tried steve and the other but same thing does not work HELP ME PLEASE i have people that i dont like accessing my wifi.

[VirginPlusKris · Accepted solution]

Good morning, @Duff. Thanks for reaching out, and welcome to the Virgin Plus Community.

For us to be better able to assist, could you please clarify as to what exactly is happening when you try to reset your password? Additionally, how do you know you have people from outside your home connecting your home internet?

Additionally, we would recommend running our Virtual Repair Tool, and if needed, give your modem a factory reset. If you're unsure as to how, check out our Vincent support guide and scroll down to How to reset my Vincent modem to factory settings.

Looking forward to hearing back from you. Best wishes.