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Unable to reset WiFi password

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Member Since: ‎04-03-2012
Posts: 6
Message 1 of 17 (11,575 Views)

Unable to reset WiFi password

I recently followed the instructions to reset my WiFi password as directed by Comcast using the 10.0.0.1 admin site. However, I initially attempted this while on my wireless password. Now when I try to follow the same steps with a direct connection to the modem it tells me that my current password (Network Key) is wrong. I know the current password I am entering is correct because I have multiple devices connected via wireless using that password. I am thinking that by doing this the fist time while on wireless it messed up settings. I have already tried to Reset the modem and Restore Factory Defaults on the admin site. Is there another solution? Comcast will provide any additional help (except through their paid extended service offer).  Any guidance would be appreciated.

16 REPLIES
Posted by
Connection Expert

Member Since: ‎09-29-2007
Posts: 6,441
Message 2 of 17 (11,571 Views)

Re: Unable to reset WiFi password

A wireless router has two passwords.  One is the login password that logs you in to the router for admin purposes and the other is the Wireless Passphrase.  Most routers have a checkbox to prevent  Admin acccess from a wireless connection. 

If you have reset the router to factory defaults using the reset button in the little hole on the back of the router, then the wired access to admin has a user name and password that can be found on a tag on the bottom of the router.

 




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Member Since: ‎04-03-2012
Posts: 6
Message 3 of 17 (11,560 Views)

Re: Unable to reset WiFi password

I have been able to successfully change the login password that logs me in to the router for admin purposes. It's the wireless password that I cannot change. After logging into the router, I go to Gateway->Wizard and type in the Gateway name and Password (Network Key) that are on the router (and also that are currently in use with several devices in the house). After I enter and re-enter my new password, I press "Next Step" and it gives me an error message that my Current Password is wrong.  The current password is correct and currently in use so I know that is not the problem. I am directly wired to the modem when doing this. Suggestions for next steps?

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Member Since: ‎04-03-2012
Posts: 6
Message 4 of 17 (11,524 Views)

Re: Unable to reset WiFi password

Any additional advice on this question?

Posted by
Connection Expert

Member Since: ‎12-24-2003
Posts: 51,648
Message 5 of 17 (11,521 Views)

Re: Unable to reset WiFi password

Try resetting the device back to factory defaults using the recessed reset button on the rear. This can sometimes clear up some weird corruption issues. Depress and hold the the button in for at least 30-40 seconds or until you see the indicator lights begin to cycle. Be aware that if you do this, all of the customized settings will have to be re-configured from scratch.




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Member Since: ‎04-03-2012
Posts: 6
Message 6 of 17 (11,518 Views)

Re: Unable to reset WiFi password

I have tried that as well and no luck.  Other thoughts or do I have to pay Comcast to help me with this?

Posted by
Edited on
‎04-04-2012 01:37 PM

Connection Expert

Member Since: ‎12-24-2003
Posts: 51,648
Message 7 of 17 (11,516 Views)

Re: Unable to reset WiFi password

[ Edited ]

Did you actually use the button on the rear or just the one in the U.I. ? Is it an eMTA/telephony type modem/gateway device ? If so you can also try pulling out the battery and remove it from the A.C. power at the same time and wait at least five minutes.

 

If you are renting the device from them let them know about the problem and just request a swap. You shouldn't have to "pay" anything.




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Member Since: ‎04-03-2012
Posts: 6
Message 8 of 17 (11,506 Views)

Re: Unable to reset WiFi password

I used the button in the rear.  The router is from Comcast. It's an Xfinity router (SMCD3GNV). Comcast is telling me that in order to reset my password I have to call their extended Xfinity support and pay for assistance.

Posted by
Connection Expert

Member Since: ‎12-24-2003
Posts: 51,648
Message 9 of 17 (11,499 Views)

Re: Unable to reset WiFi password

Did you try removing the battery and unplugging it yet ? If you still don't have any joy try calling the gateway support folks here; 1-800-363-2416. They are a cut above the regular reps. You DON'T HAVE to pay for support.






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Member Since: ‎04-03-2012
Posts: 6
Message 10 of 17 (11,495 Views)

Re: Unable to reset WiFi password

I was able to get in touch with someone at Gateway Services who fixed the issue, thank you so much for your help!

Posted by
Connection Expert

Member Since: ‎12-24-2003
Posts: 51,648
Message 11 of 17 (11,492 Views)

Re: Unable to reset WiFi password

Glad to hear ! Smiley Happy




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Member Since: ‎05-29-2012
Posts: 1
Message 12 of 17 (11,033 Views)

Re: Unable to reset WiFi password

having similar issue....would you mind sharing the solution they provided you with?

Posted by
Networking Expert

Member Since: ‎07-28-2003
Posts: 24,240
Message 13 of 17 (11,018 Views)

Re: Unable to reset WiFi password

Just call 800-363-2416 and have them fix your issue.  The gateway support folks can log into your gateway and perform all kinds of changes.




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Member Since: ‎04-11-2013
Posts: 1
Message 14 of 17 (9,362 Views)

Re: Unable to reset WiFi password

I'm having the same issue, and the above # listed no longer connects to comcast as they have disconnected the number *sigh* Any way you can either update with a new # or label the steps from the gateway technician please and thank you

Posted by
Connection Expert

Member Since: ‎09-29-2007
Posts: 6,441
Message 15 of 17 (9,345 Views)

Re: Unable to reset WiFi password

(800)363-2416 or 800 266-2278 




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Posted by
Connection Expert

Member Since: ‎09-29-2007
Posts: 6,441
Message 16 of 17 (9,344 Views)

Re: Unable to reset WiFi password

Try 1 800 COMCAST  - 800 266-2278 Instead.




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Member Since: ‎09-16-2013
Posts: 1
Message 17 of 17 (8,242 Views)

Re: Unable to reset WiFi password

Google "Arris Gateway reset WIFI password"   There is a YouTube video.

Helped me tremendously!