Smarthub 2 password hacked and changed by outside actor - what now?

[Fiigural]

This happened this afternoon. There is background to this I cannot write about. I've phoned BT's problem-solvers and they confirm the broadband service is working fine. i'm online via my phone. I know how to change the password (wireless key) and admin password, I just can't access the page because my computer and iPad 'are not connected to the internet'. I've tried accessing it on the phone but the page won't load, it would be hard to use even if it did. So how do I get a working router now? 

A BT manager would be helpful here.

TIA.

[licquorice]

You don't need to be connected to the internet to change the hub password, but you obviously won't be able to connect if you don't know the changed password.

Simply factory reset the hub by pressing the reset button for about 20 seconds until the lights flash. That will restore the original password which you can then change.

[imjolly]

You can just reset back to factory settings by pressing recessed button on backa dholding 20/30 secsuntilhub lights flash. You can then access hub using the original adming or wireless password. Then change both the admin and wireless password to something new

[Fiigural]

Thank you both for your quick responses. I did just come back to say that I had tried the factory reset twice but it didn't work. I didn't realise it took as much as 20 or more seconds to come into effect; will go back and make sure I do that.

[Fiigural]

No, that didn't work. I can't access the router at all. The people who did this are experts. I don't know anything about setting up a router manually, unless someone can point me to a dummy's guide to setting up a Smarthub 2. 

:-((

[licquorice]

There is nothing to set up. There is no way any 'expert' can interfere with a hub to prevent a factory reset working.

If the button is not working, the hub is faulty.

You don't even need a password to access the basic functions of the hub, the password is only required to access advanced functions.

[Fiigural]

OK! Thank you. I'll approach BT tomorrow on that basis, I've had enough for today. 

Thank you for your help. I'll post the outcome, after I've gone through everything from the start again. I was told by a BT 'guide' that they can't do anything more than the user can themselves, which sounds about right.

[WSH]

"No, that didn't work. I can't access the router at all".

Don't forget, if you factory reset it the SSID also changes to the default the same as the wirelss key.

[licquorice]

If you connect via Ethernet you don't need a password to access the basic menu.

[WSH]

Very true but people try to access things through phones these days.