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 or http://STEVE 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 or Steve.

[Rockstar188]

• My wifi password doesn't work all of a sudden?

[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

[paneron]

I wanted to change my password on my wifi so i went to https:valérie to change it and i clicked on a button by accident that deactived my wifi for all my devices, the thing is i cant find my wifi anymore on the wifi list. Ive restarded the wifi a couples of times... yet nothing work. Please help

[JolantaW21]

I'm sorry I have a problem.

got a new phone and can't activate 

is telling me I have a wrong password

[JolantaW21]

I can't change my password because is correct.

the new phone is telling me that my password is incorrect.

[VirginPlusKris]

Hi there, @JolantaW21. Welcome to the Virgin Plus Community.

Could you please clarify for the Community to be better able to assist?

• Are you meaning to say that your phone is saying your wi-fi password is incorrect?
• If not, what is this password for?
• What do you mean by "can't activate"?
• Did you get this new phone from Virgin Plus, or from a third party?

Looking forward to hearing back from you.

[Calandule]

Hi, my internet shut down about a week ago. I called and got it fixed. Well, I thought it was fixed.

I opened my browser and started the setup. With my password I was able to get into my steves account. It says "Internet Disconnected". I tried opening the settings but I needed a user ID that starts with V2, wich I got, and a password, wich I can't remember. I don't think i've ever used it. So I can't connect my internet. Is there a way to find that password ? If I do a hard reset or factory reset, will it give me back access to the settings? 

Ps: all is good on steve, all the lights are blue and on. I'm guessing the technician that helped me did do a factory reset, so i'm not sure itll help. 

Any help is greatly appreciated! 

[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.

[Kath9121]

Trying to change my password on Steve, I’ve tried the one on the back and it’s saying wrong password. How can I change my password? 

[Domingo]

Why is Virgin Tech support incapable of resetting the password for my internet connection. 

[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.