Can't access the Internet gateway/192.168..1.1 anymore

[NsingiL]

I used to be able to manage my broadband from the admin page but It suddenly stopped working for almost a year and the support team can't help 

[Michelle-TalkTalk]

Morning,

Thanks for confirming 🙂

Thanks

[NsingiL]

Yes I did

[Michelle-TalkTalk]

Morning,

I'm really glad to hear this. Did you receive a router returns bag?

Thanks

[ferguson]

Glad to hear it. Keep the new one, send back the old one, you should have got a prepaid returns bag in the box. 

[NsingiL]

Thank you so much for sending the new router. It now works and I can now access the admin page. One more thing before this get closed, do I only send back the router +

[Debbie-TalkTalk]

Hi NsingiL

The router is a Sagemcom WIFI hub.

Thanks

[ferguson]

Newer and better than the one you have now.  🙂

[NsingiL]

what model is the replacement router going to be

[Debbie-TalkTalk]

Hi NsingiL

The replacement router is on its way, please allow 24-48hrs for this to arrive.

Please keep the replacement router and return the old router using the pre paid returns bag.

Let us know how the connection compares with this router.

Thanks

Debbie

[martswain]

@NsingiL as per post #14, if the new router works normally that proves the HG633 is faulty therefore you would keep the new one and use the returns bag for the faulty router.

[NsingiL]

@Michelle-TalkTalk  That would be really helpful but one more thing, what happens if I finish using the test router for testing 

[Michelle-TalkTalk]

Morning,

Would you like us to send a replacement router for testing purposes? We would also send a router returns bag so that one of the routers can be returned.

Thanks

[NsingiL]

alright thank you 

[NsingiL]

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@ferguson wrote:

Just out of interest, what do you actually see when you try to load the router page?

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I just see a screen that says "this site can't be reached" 

[ferguson]

Just out of interest, what do you actually see when you try to load the router page?

[ferguson]

OK, make sure that your personal details including TalkTalk phone number and/or account number are complete on your community profile (click here) so that the support team can link your forum identity with your account and then wait for them to respond. They may well offer to send you a replacement router. 

[NsingiL]

I've tried Chrome Edge and Firefox no change

[ferguson]

Make sure you clear all cookies and cache, or try a different browser. 

[NsingiL]

That doesn't work 

[ferguson]

Might sound daft I know, but try this link: http://192.168.1.1