Can’t connect to new router

[Sb2975]

Hi everyone

Been a happy 5g home broadband user for the past 4 years or so. Last month went into store for something and ended up renewing the broadband contract and was told as part of that I’d be better off with a new router. 

Now, the odd bit. Get it home, SIM card in, the SSID on our phones/tv etc is different from the one on the label on the router. The password on the label doesn’t connect me to the router and neither does WPS, but it does work over Ethernet. I’ve tried a factory reset but no luck.

Am I missing something obvious? Can’t speak to anyone at 3 about it as the chat just sends me to the device page. I’m meant to send the old one back but now wondering if I just put the new one in and hope for the best…

[JonathanB]

Hi @Sb2975,

Sorry to hear about this. When you've performed a factory reset, did you do this by this with the pinhole reset button? You need to press that button for at least 10 seconds, but once complete it should revert the settings completely, including the SSID and password to the one from the label.

If that's still not working, try using a device connected via ethernet to navigate to the Router Admin, you can do this on browser, it'll usually be found at address 192.168.8.1, 192.168.1.1 or 192.168.0.1.

The default Admin login should again be on the label, from there you should be able to set a router SSID and password to connect.

If you still can't resolve the issue with either of the above, I think it would have to be a case of talking to the team about exchanging the device.

Thanks,
Jonathan

[Geluk]

You need to specify what Router you're having issues with.

[Sb2975]

Apologies, it’s an MC801A (as is the previous one).