Unable to access Sagecom Fibre router.

[geoffwba]

I have been having problems with my line speed over the last 2 or 3 days, which Sky have flagged up with Openreach. Whilst I am waiting for this to be resolved I am finding that when I try to access my router from my PC using 192.168.0.1 I keep getting the message "the connection was reset". I normally use Firefox but when I try other browsers I get a similar message. Strangely, I can access my router from an Android phone! At the suggestion of Sky, I have tried deleting all browser history and the browser cache but to no avail. I have even tried installing a new version of Firefox, but this doesn't work either. The router is the Sagecom ST2504n, with firmware version7.16a4N_UNI and it was installed June 2012. Any ideas anyone? The router is connected directly to my PC via Ethernet cable.

[Isitme]

You could try a reset by holding in the reset button on the rear for about 10 seconds. But be aware you will loose all your personal settings such as wifi password, open ports etc and as it is not possible to save the settings if you can't enter the router, these would have to be re-entered manually.

[geoffwba]

Thank you, I have tried several router resets, holding the button in for 30 seconds (as advised by Sky). This does not work. Even Sky haven't a clue as to what the problem might be! I have googled the problem but as yet have been unable to find the answer. Help !!

[geoffwba]

Come on you experts- somebody must have an answer or suggestion ! I am beginning to despair of sorting this problem, especially as Sky can't help. I don't particularly want to reinstall Windows, which might, or might not, work.

[nivek1612]

Can you connect via wifi from the pc ?
have you tried another pc (fiends laptop) ?

[Isitme]

I doubt if reinstalling Window would help but what you can try is starting in Safe Mode with Networking and try it from there. You may have something installed which is causing a problem which will not load in Safe Mode.

You might also like to try starting Firefox in Safe Mode for the same reason. Details here https://support.mozilla.org/en-US/kb...sing-safe-mode

[geoffwba]

Luckily, I have a laptop running Windows 10 and I can access the router from that, no problem. Somewhere on my PC I suspect I must have a corrupt/missing setting or file, but how do I go about finding it? When this problem first surfaced I tried doing a Windows restore but got an error message saying it could not restore due to corruption and all my Windows Restore points had gone. So I need to pin down the problem on my PC- maybe it's a registry corruption? Before anyone asks, I don't think it is my Kaspersky Firewall/ Internet security as I installed that a while ago and had no problems. Any further suggestions would be welcome.

[Hedgehog1979]

Try these steps and see if it helps.

close all screens
right click an empty part of the desk top
Select new shortcut
When prompted for item type http://192.168.0.1/ then next and I think finish
You will have new internet shortcut on desktop
Click on it and you should log into the sky router settings

[geoffwba]

Thanks for the suggestion, which I have tried. All that did was to take me to the last browser screen I was looking at before I closed all screens! Weird. I think I might try a system repair from the original Windows installation disk. If that fails, I give up!

[geoffwba]

Well, somehow my PC has decided overnight that it can access my router, without me taking any further action! One of those PC Windows unexplained mysteries I suppose. Now, more importantly, I reported my fibre speed drop to Sky last Wednesday morning- I am getting a download speed of about 1.5 mbps when it is normally around 37 mbps. Still hasn't been fixed and Sky tell me their agreement with BT Openreach is that such faults should be fixed within 5 working days. Is this correct and if it isn't fixed within that timescale I presume I can submit a complaint and possibly get some form of compensation for the inconvenience?