Background:

In many cases, you may not know the username or password required to log into one or more of your routers or internet gateways (modem-routers) on your network.

Since we often need to log in and examine or reconfigure routers or gateways, it is essential that this information be available.

However, due to the after-effects of 'lost password' procedures on most models of routers or gateways, we require outside assistance to deal with a lost-password/unknown-password situation.

The following process should be used for all unknown-router-login situations:

Process:

  1. Find out if your IT or whoever setup your router or gateway knows the password. 
         
    • The router or gateway password is not the password for your wireless network or any computer, website, or file-server on your network.
          
  2. Web-search the router/gateway make/model to find out the default password or passwords. Try these each only once so you do not trigger any multiple-failed-login security measures the device may have.
        
  3. If the router has a 'enter serial number' option to reset the password, you may use this method. 
    • Examples of routers that use this style of access include the 2-Wire/Pace gateways used by AT&T.
           
  4. If this is unsuccessful, the next step depends on what sort of device we are dealing with:
        
    • For gateways (modem-routers), contact your ISP to reset the password and reconfigure the gateway. 
      • Only once the gateway is back online & the all computers & printers on the network are working again, then call Intermedia Voice Technical Support to configure the gateway for the phones.
            
    • For stand-alone routers, contact the router-manufacturer's Technical-support for help with a password reset & reconfiguration of your router.
      • Only once the gateway is back online & the all computers & printers on the network are working again, then call Intermedia Voice Technical Support to configure the gateway for the phones.

Note: At no time can Intermedia Technical Support attempt to pin-reset or otherwise reconfigure your router/gateway in order to recover a password. 

  • Some ISPs and sites use static IPs, port-forwarding, and other configuration options that will be lost if the router or gateway is improperly reset.
        
  • By having your call your router manufacturer or ISP, you can avoid taking down your network or causing other network problems when an improper reset ocurrs.