Can't unblock router

[julietilly22]

Hello, I blocked the router accidentally yesterday in the app and now I can't get it back on. When I tried to u toggle it back on I got some kind of error message. After restarting the app, and signing back in,  it's now asking me to set up my  connection to the wifi which I can't because it's blocked! I'm going to have a very disgruntled household when they wake up 🤦‍♀️

[Anonymous]

• It sounds like you're dealing with a frustrating situation. Here’s a step-by-step guide to help you unblock your router and restore your Wi-Fi connection: 
• ### Steps to Unblock Your Router
  
• 1. **Restart Your Router**:    - Unplug the router from power, wait for about 10 seconds, and then plug it back in. This can sometimes reset any temporary issues. 
• 2. **Access the Router Settings**:    - Connect to the router using an Ethernet cable if possible. Open a web browser and enter the router's IP address (commonly `192.168.0.1` or `192.168.1.1`). 
• 3. **Log In to the Router**:    - Use your admin credentials to log in (often found on the router or in the manual). If you haven’t changed them, the default username and password might be `admin/admin` or `admin/password`. 
• 4. **Find the Blocked Devices List**:    - Look for a section labeled **Device Management**, **Connected Devices**, or **Access Control**. This is where you can see devices that are blocked. 
• 5. **Unblock the Device**:    - Locate your device (or the device that was blocked) and select the option to unblock or allow it. 
• 6. **Save Changes**:    - Make sure to save any changes you’ve made before exiting the router settings. 
• 7. **Reconnect to Wi-Fi**:    - If prompted, reconnect your devices to the Wi-Fi network. Ensure that you enter the correct Wi-Fi password. 
• 8. **Restart the App**:    - After unblocking the device, restart the app and check if you can connect without any error messages. 
• 9. **Factory Reset (if necessary)**:    - If you’re still unable to unblock the router, consider performing a factory reset. This will erase all settings, including the block. Usually, there’s a reset button on the back of the router that you can press and hold for about 10 seconds. 
• 10. **Contact Support**:     - If the issue persists, contact your router's customer support for detailed assistance. 
• ### Conclusion 
• Following these steps should help you unblock your router and restore your Wi-Fi connection. If you still face issues, don’t hesitate to ask for further help! Good luck, and I hope your household stays happy!

[Charlotte]

Hello, @julietilly22. I hope you're well.

I appreciate the importance of being connected, and that we need to get your router back up and running. I'd recommend reaching out to the Broadband Support Team here, so that they can help you to unblock the router.