Let’s find your next step

What do you need help with?

Choose the closest match. You can go back and change an answer.

Are you connected to your own router?

Use its main Wi-Fi network or a LAN cable. Mobile data and guest Wi-Fi may not reach its settings.

What happens when you open the address?

Choose what the browser actually shows.

Which password is missing?

Joining Wi-Fi, changing router settings and signing in to a provider account can require different passwords.

Has the router admin password been changed?

The factory label only applies while the original password is still in use.

Does another device on the same Wi-Fi get online?

Try opening two unrelated websites. Make sure a phone is using this Wi-Fi, not its mobile connection.

Is your provider reporting an outage?

Check its official app or service-status page using a working connection, if available.

Join the router’s main network first

1. Open your device’s Wi-Fi settings and select your own main network, or connect a computer to a router LAN port.
2. Once connected, read the Router or Default Gateway address from that connection. It may differ from 192.168.1.1.

If you cannot join Wi-Fi, use an Ethernet connection if available or recover the Wi-Fi password.

Check the actual gateway address

1. Read the Router or Default Gateway value from your connected device and enter it in the browser’s address bar.
2. If another device can open it, focus on the first device’s connection or browser. If all devices fail, check the exact model and operating mode.

An extender, access point or second router may have a different management address.

Use the model’s admin recovery route

1. Confirm that the screen asks for the router administrator password, not a Wi-Fi key or provider account.
2. Check your saved password or the official recovery instructions for the exact model. A changed password will not match the factory label.

A factory reset can remove your Wi-Fi and provider configuration. Read the recovery options before choosing it.

Verify the destination before continuing

1. Confirm you are on your own network and the address matches your gateway or the exact model’s official management address.
2. A local interface can show a certificate warning. If the address is unfamiliar or you cannot verify it, stop and consult the manufacturer’s instructions.

Do not enter credentials into an unexpected public website.

Recover the Wi-Fi key before changing settings

1. Check a device already connected to the network, the provider’s official app, or the router label if the Wi-Fi key was never changed.
2. If you decide to change the Wi-Fi password, plan to reconnect your phones, computers and other devices afterward.

The password for router settings may be different. You do not need to reset a working router just to identify which password is requested.

Recover the account through the official app or website

1. Open the provider’s or manufacturer’s official sign-in screen and use its forgotten-password option.
2. Check that you are recovering the account that owns or manages the network. Resetting the router does not recover that online account.

Do not send passwords or verification codes through our feedback form.

Match the password to your exact model

1. Look for the model name and hardware revision on the device. Keep serial numbers and passwords private.
2. Use that model’s instructions to identify the admin credential. Some use a unique label password; others ask you to create one during setup.

A router brand or IP address alone does not establish the default password.

Start with the device that cannot connect

1. Turn Wi-Fi off and back on, then reconnect to the same network. Try a different website or browser.
2. Use your device’s network troubleshooting steps. On a managed work or school device, contact its administrator before changing network settings.

Another device working suggests a device-specific issue, but it is not proof that the router has no fault.

Make one comparison before changing the router

1. Try two unrelated websites. If only one fails, start with that site or app.
2. When possible, compare a second device on the same network or a wired connection through the router. Note which connections work.

With only one device tested, the cause is still uncertain. Avoid a factory reset as a first step.

Follow the provider’s outage update

1. Use the provider’s reported restoration guidance and recheck after it updates the incident.
2. Keep your router configuration intact. Changing the Wi-Fi password or buying an extender will not resolve a provider outage.

If service is restored but your connection still fails, compare devices again and check the provider’s equipment guidance.

Check the shared connection to the internet

1. Read the modem/router status lights or error message and check the provider’s explanation for that exact model.
2. Confirm the power and internet cables are secure. If appropriate, follow the provider’s restart instructions, allowing time for service to return.

Restarting interrupts connected services. Use the power/restart procedure, not the factory-reset pinhole; if the fault persists, contact your provider.