Unknown mobile phone on my wifi

[DenVio]

Help! This is driving me mad! 

There's an unknown mobile phone connected to my Sky Max Hub.  It isn't anyone in my family or visitors or neighbours. 

I've changed my wifi password,  but this unknown phone is still connected !!!!!!!!!!!

How can that be?

Also, how can I block it? 

The Sky App says I've got to upgrade my service in order to block this phone !!?? 

Surely there's another way to block it? 

[Chrisee]

@DenVio if you have changed the password the device must have used that new password to re-connect. There is no mechanism on a Sky hub to disconnect a device. Some devices will show multiple entries on the device list could that be the issue? 

if you haven't done so already reboot the hub as that can clear any software glitched.

[DenVio]

Thanks for your quick reply.  It's an Apple phone and none of us use Apple, so I dont think it can be a duplicate.  

I will also reboot the router to see if that helps.

Thanks for your advice.