topic Re: Router name changed, no internet connection in Broadband

Router name changed, no internet connection

Millsybabe — Mon, 19 Dec 2022 23:30:40 GMT

I changed my router name and password months ago due to people getting into my Wi-Fi and slowing it down, and I’ve had no issues since until now.

I went away overnight and when I returned, none of my devices had internet access anymore (TV, mobile, iPad, etc). Looking into the available Wi-Fi networks, I noticed that my router name has changed back to the original factory settings and is no longer what I renamed it as months ago? On a hunch I tried the original password too and it says connected, yet still no internet access (e.g. there’s a green tick next to the router name in my mobile’s Wi-Fi settings, yet no Wi-Fi icon in the control bar at the top of the screen and Safari says no internet connection).

Firstly, I don’t understand why my router name and password changed back to the original factory settings. I live alone and it certainly wasn’t me.

Secondly, I don’t understand why it’s accepting the password yet not actually connecting (and that’s the same regardless of device).

I have checked all of the cables to entire they connected correctly. I have tried rebooting the router, including a hard reset as well - no joy, I get the same result as above (router name and password accepted, yet no actual internet connection).

I also cannot get 192.168.1.1 to load no matter how much I try, in order to access my router settings.

Can someone help me with this please? I have no idea what to try anymore.

Re: Router name changed, no internet connection

Debbie-TalkTalk — Tue, 20 Dec 2022 07:15:39 GMT

Hi Millsybabe

I think we should send a replacement router for testing, would you like me to arrange this?

Thanks

Debbie

Re: Router name changed, no internet connection

Millsybabe — Tue, 20 Dec 2022 08:20:49 GMT

Yes please Debbie if you wouldn’t mind. I really need my connection at home for remote working.

Re: Router name changed, no internet connection

Debbie-TalkTalk — Tue, 20 Dec 2022 08:48:36 GMT

Hi Millsybabe

The router is on its way, please allow 48hrs for this to arrive.

Let us know how the connection is with the new router connected.

Thanks

Debbie

Re: Router name changed, no internet connection

Millsybabe — Tue, 20 Dec 2022 09:48:53 GMT

Will do - thank you very much Debbie.

Re: Router name changed, no internet connection

Debbie-TalkTalk — Tue, 20 Dec 2022 09:50:23 GMT

Hi Millsybabe

No problem 🙂

Debbie

Re: Router name changed, no internet connection

Millsybabe — Thu, 22 Dec 2022 17:55:31 GMT

Hi Debbie,

The new router arrived today. I’ve set it up and my internet connection came live straight away. It’s working perfectly with no issues.

It looks like it was a router issue.

Thank you for your help sorting this so quickly!

do you want me to return the old router with the returns bad I’ve been given?

Thanks again.

Re: Router name changed, no internet connection

Skynet_TX — Thu, 22 Dec 2022 20:31:38 GMT

Hi @Millsybabe,

Glad to hear the replacement router has fixed the problem. Yes, you should return the old router in the pre paid returns bag that has been provided. Make sure you keep proof of postage too.

Re: Router name changed, no internet connection

Chris-TalkTalk — Fri, 23 Dec 2022 07:44:14 GMT

Hi Millsybabe,

Glad to hear that the new router has resolved the problem. Yes, as Skynet_TX has said, can you return the old router 🙂

Chris