I have a 10Gbps fiber connection with Sunrise and runs with a Zyxel AX7501-B1 router on firmware V5.17(ABWW.7)C0 from Sunrise. Since maybe 1 or 2 years ago (just my impression), the router occasionally resets itself completely without any human intervention. When that happens, I noticed that: * WiFi (both 2.4GHz and 5GHz) would either be on or off. If they're on, they're reverted back to default SSIDs (Sunrise_Wi-Fi_XXXXXX). If they're off, the WLAN button on the side of the device can't turn it on. * If connected in the reset state (using Ethernet cable or WiFi), I can't login with either my previous password (understandable) or the default admin password (bizzare). * After a power cycle, the WiFi are working as expected but with default SSIDs (Sunrise_Wi-Fi_XXXXXX). I can login with the default admin password again. All previous settings are gone, as if a factory reset was made. This happened \~5 times in the past year including today and I can't find a pattern. I have a rather normal home network topology and suspect if it's a faulty firmware or hardware that's the cause. Has anyone experienced this before? What's the right channel to get a replacement of the router, if possible?

Zyxel AX7501 factory resets by itself

gameboy1024

I have a 10Gbps fiber connection with Sunrise and runs with a Zyxel AX7501-B1 router on firmware V5.17(ABWW.7)C0 from Sunrise.

Since maybe 1 or 2 years ago (just my impression), the router occasionally resets itself completely without any human intervention. When that happens, I noticed that:

WiFi (both 2.4GHz and 5GHz) would either be on or off. If they’re on, they’re reverted back to default SSIDs (Sunrise_Wi-Fi_XXXXXX). If they’re off, the WLAN button on the side of the device can’t turn it on.
If connected in the reset state (using Ethernet cable or WiFi), I can’t login with either my previous password (understandable) or the default admin password (bizzare).
After a power cycle, the WiFi are working as expected but with default SSIDs (Sunrise_Wi-Fi_XXXXXX). I can login with the default admin password again. All previous settings are gone, as if a factory reset was made.

This happened ~5 times in the past year including today and I can’t find a pattern. I have a rather normal home network topology and suspect if it’s a faulty firmware or hardware that’s the cause. Has anyone experienced this before? What’s the right channel to get a replacement of the router, if possible?

Cosmo24

Welcome to the community, gameboy1024!

This is a user-to-user forum and therefore we do not have access to the Sunrise systems or customer data.

Your description points to a hardware defect or a configuration error during reboots. A replacement of the modem which already has a few years under its belt is probably the right step here.

It is best to contact the hotline (0800 707 707) and briefly explain the situation. There should be nothing in the way of a replacement. Alternatively, @Daniele_Sunrise can also initiate the swap once he sees this post.

Cheerio cosmo