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I reset my router. What should I do?

Updated

A factory reset removes the router’s saved internet and Wi-Fi configuration.

If you have pressed and held the reset button, the router may still switch on and broadcast Wi-Fi, but the internet connection may no longer work until the correct settings are restored.

Important: Do not reset the router again. Repeated factory resets will not restore the PacketSky configuration.

How do I know whether the router was reset?

Common signs include:

  • The Wi-Fi name has changed to the router’s default name
  • Your usual Wi-Fi password no longer works
  • The router asks you to complete an initial setup
  • The internet connection is offline
  • Custom Wi-Fi or security settings have disappeared
  • The router-management password has returned to its default state

Simply switching the router off and on does not cause a factory reset.

The safest option: contact PacketSky

The correct internet settings depend on:

  • The Fibre Network Operator
  • The connection type
  • The router make and model
  • Whether the service uses DHCP or PPPoE
  • Whether VLAN or other network settings are required
  • Whether PacketSky manages the router remotely

Log a support ticket through the PacketSky Customer Portal before changing settings if you are unsure.

Our Support Team may be able to guide you through the setup or reconfigure a managed router remotely.

Information to include in the ticket

Please provide:

  • Your service address
  • The router make and model
  • A photograph of the router label
  • A photograph of the router lights
  • Confirmation that the reset button was pressed
  • Whether the default Wi-Fi network is visible
  • Whether you can log in to the router

Reconfiguring a Cudy router

These instructions apply to many Cudy home routers, although menu names may differ between models and firmware versions.

Step 1: Connect to the router

Connect using either:

  • An Ethernet cable, or
  • The default Wi-Fi details shown on the router label

Ethernet is preferable because the Wi-Fi connection may disconnect while settings are saved.

Step 2: Open the router interface

Open a web browser and enter:

http://cudy.net

If that does not open, try the router’s local management address shown on its label or manual.

Use the router-management password shown on the label, one that you previously created, or the details provided by PacketSky.

Step 3: Select the operating mode

Open the setup wizard or Quick Setup section.

Select:

Wireless Router

Do not choose access-point, repeater or mesh-agent mode unless PacketSky has instructed you to do so.

Step 4: Select the correct internet connection type

The correct setting depends on the service.

DHCP or Dynamic IP

Some networks use DHCP or Dynamic IP.

Where PacketSky confirms that this applies:

  1. Select DHCP or Dynamic IP.
  2. Leave the hostname blank or at its default unless instructed otherwise.
  3. Do not enter a PPPoE username or password.
  4. Continue to the next step.

PPPoE

Other networks use PPPoE.

Where PacketSky confirms that PPPoE applies:

  1. Select PPPoE.
  2. Enter the username supplied by PacketSky.
  3. Enter the password supplied by PacketSky.
  4. Check the details carefully.
  5. Continue to the next step.

PPPoE usernames and passwords are case-sensitive.

Do not guess the connection type. Using the wrong option will prevent the router from connecting.

Step 5: Configure the Wi-Fi details

Enter your preferred:

  • 2.4 GHz Wi-Fi name
  • 2.4 GHz Wi-Fi password
  • 5 GHz Wi-Fi name
  • 5 GHz Wi-Fi password

You can use the same name and password for both bands if the router supports band steering.

Choose a strong password that is not easy to guess.

Step 6: Save and restart

Save or apply the settings.

The router may restart automatically. Allow three to five minutes before reconnecting.

If you changed the Wi-Fi name or password, reconnect every wireless device using the new details.

What about MikroTik or another router brand?

Do not follow the Cudy instructions on a MikroTik or unrelated router.

For a MikroTik or managed business router, contact PacketSky Support. These routers may require settings that are not available through a simple setup wizard.

For a personally owned router, consult the manufacturer’s guide and request the required PacketSky connection details.

The internet still does not work

Check that:

  • The router is connected to the fibre device’s correct LAN port
  • The Ethernet cable connects to the router’s WAN port
  • The fibre device does not show a red LOS or Alarm light
  • The correct connection type was selected
  • The PPPoE details were entered exactly, where applicable
  • The router has completed its restart

If the problem continues, stop changing settings and update the support ticket.

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