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Network is not available to join

2 years ago

Hello,

We started our service July 27, 2023 and everything worked for 3 weeks however last week our internet went out. We were given a loaner router to try and that did not work either. Today we had a technician come to the house and I was told the outlet that the internet cable plugs into in our utility room isn't working so he plugged it into another outlet in a different part of the house. Thenrouter now displays a different WLAN-name that is not the one we had when we set up our service and we do not have the password to access this WLAN network. What can be done to fix this problem?

Thank you,

Erin

133

2 years ago
log into the router (connect the PC via a LAN cable) and set the old SSID you know and the old known WiFi password for the WiFi data.
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2 years ago
I cannot connect to my laptop because it does not have a port for a wired connection and we do not have a PC in the home. Any other suggestions maybe? Thank you!
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2 years ago
there are adapters from USB to RJ45 (network plug) that can be used to establish a connection. Otherwise borrow a laptop from a friend. Isn't the SSID and the WiFi password on the underside of the device?
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2 years ago
It is, however the network that is displayed on the router screen is not the same as what the SSID and Password were previously (or that is printed on the bottom of the router). It worked for 3 weeks plugged into another outlet and the network was able to be joined with the login info that came with the router.
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Answer
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2 years ago
what do you mean by "router screen"?
Just because the router is plugged into a different outlet doesn't change the SSID or password. What do you mean by socket, 230V socket, or telecommunications socket? If nothing works, reset the router to factory settings and set up the router again. You already did that once when you got the router. Of course, make sure beforehand that all the required access data is available.
The SSID and the WiFi password do not change by themselves, someone must have been there.
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2 years ago
@Erin McDaniel

Hi Erin,

thank you for your post in our community 🙏🏽

You already got a nice support from @friedhelm.eckhard 😊 Please answer him on the last message 🙂

Best regards

Timur K.
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Accepted Solution
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2 years ago
Hello, a Telekom representative called us and fixed our problem. The communications port needed to be reset so that our router’s WLAN would be available. The previous tenants WLAN was disrupting our service.
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Answer
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2 years ago
@Erin McDaniel

Thank you very much for your final feedback 😊 I'm really happy that the issue could be solved 🙌🏽 If there should be something again, you can always contact us.

Best regards
Timur K.
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