The problem is still not solved, and I’m starting to think this router ( ARRIS Gigabit ) has a firmware bug that locks you out if you change the setting password.
This is what I did:
- I tried the reset on the back, pressing the button for 25, 30, 45 seconds and up to a minute. It’s difficult to get this wrong, because after 20 seconds or so, the light blinks, and the modem restarts, so you know it has restarted.
- When the modem goes back online, I’m on the language selection page, I choose English ( doesn’t make any difference if I select another language ), then it ask for the password, and the result is always the same “The password you entered is incorrect”, regardless if I use the password printed on the back label or the one I tried to change it to.
- I called support by telephone, they said they could try reset the router remotely, but for some reason they couldn’t.
- I sent a PM to Daniele_UPC with my customer number, another person ( Ahmet_upc ) replied, asking to do a reset, which I’ve done so many times, no change.
- Today, a new router came in the mail, so I tried to set it up and, when I first started it, it DID accept the default password on the label. Of course, as soon as you enter it, it SUGGESTS to change it, which I did.
- It seemed to have accepted the new password, so on the next screen it suggested to change the default wi-fi name and password. Which I did.
- The next page listed my new settings password and my new wi-fi name and password, so I assumed it was all good.
- The router restarted and, guess what, not it doesn’t accept my new password and it doesn’t also accept the default it came with, which worked before the restart.
- Wi-fi name also hasn’t changed and wi-fi password is still default so, at least that hasn’t changed, but something happened to the settings password, because I cannot longer now.
- Sent this report to Ameth again, he replied saying “the support frame is exceeded for the written communication. Please try to call our technical support again or you order a payed home installation technician”, whatever that means.
What I THINK might be happening here, is the router has some kind of bug in the firmware, which locks you out if you change the setting password and cannot reset properly to default.
The only “unusual” ( used to work with the older non-Giga router ) thing, is that I chose the same password for the settings and Wi-fi. Could be this the problem which triggers this bug ?
The router works, internet works, wi-fi works, so I don’t need an home installation technician, and surely I don’t need a PAID one, considering how much money I spend every month with UPC ( 1gb internet + TV + 3 MOBILE with flat contract ) it’s just I cannot change my settings anymore, since I’m locked out again.