Router Doesn’t Work After Replace New Modem – AT&T Tech Support Sucks

THE CAUSE: private IP address conflict, the new modem’s and the router’s first 3 octets are the same i.e 192.168.1.X

THE SOLUTION: change your router’s third octet of its IP address to something between 2-254 such as 192.168.2.1

So I have offered the fix right up front for those who don’t give a rat’s ass about my miserable story. If you have some free times and don’t have anything better to do then feel free to continue reading my frustrated experience.

So last week my home suffered internet brownout, it kept on dropping connection 8-9 times within a 15-min interval. Restarting the modem gave me a good couple minutes of up time before it went out again. I had to deal with the AT&T  “tech support” for more than an hour because I know it was not the problem on my side. It further irritated me because the Indian ‘tech support’ dude treated me like his 80-year old grandpa or somethin’. He intellectually taught me one of the most esoteric ninja technique of the AT&T clan, the paper-clip-up-the-modem’s-restart-hole move. The hole that I have poked 1000s times before calling him. It obviously didn’t work, so he proceeded to enlighten me with the bangin-them-modems-against-the-wall-till-it-works move. It didn’t work either, okay I made that one up. Long story short, he couldn’t get it back up and a local AT&T technician would come to my house the next day to get things fixed.

AT&T tech support – hella cool or what?

The “technician” came the next morning when I was at school. He deemed that our modem was broken and charged 60 something bucks for a new one. Dad asked if he could also help hooking up the router, he was eager to help but his my-customer-is-number-uno smile soon disappeared after half an hour struggling with the router but failed miserably. My dad felt that it’s not his responsibility to set up our router so he let him go. So I got home in a puzzling state thinking all you have to do is connect the Ethernet cable and that’s all to it (that’s how it’s always been done before) but I surely underestimated the issue.

I have 2 routers, a Linksys WRT55AG and an old Airlink 101. No matter what I did, they just wouldn’t work with the new modem and there’s no way both of them can be broken at the same time . As it turned out, there was a little twist to it and it took me quiet some times to figure it out. The problem was simply, ready? private IP address conflict. Wow, that was crazy, wasn’t it? My old broken modem was the Siemens SpeedStream 4100 with 192.168.0.1 as its default address. The AT&T guy replaced it with a new Westell modem which has 192.168.1.254 as its default address. And guess what, that’s where the problem stems. Most routers have192.168.1.1 as their private IP address (at least my Linksys and Airlink model do) – if your routers have something else, consider yourself lucky. Have you noticed that the first 3 octets are the same? The 192.168.1.X part; to fix it all you have to do is change  the number 1 in the third octet to something between 2-254; I just changed mine to 192.168.2.1 for the sake of simplicity. Restart both the router and modem (pulling the power off and plug back in) and everything should work perfectly fine like the good old days.

For those who have no idea what I’m talkin’ about then follow this step-by-step explanation:

1. Hook the router and the modem up as normal, you won’t be able to go on the internet but you can still access your router’s admin page.

2. Fire up a web-browser, enter the 192.168.1.1 in the URL bar

3. Enter username/password. If you didn’t set them up, enter the default username/password set my the router’s manufacturer – check your router’s manual

4. Look around and find your network setup then change the third number of the IP address to any number between 2-254. e.g 192.168.2.1 or whatever

5. Save setting and restart both router/modem.

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15 Responses to Router Doesn’t Work After Replace New Modem – AT&T Tech Support Sucks

  1. Alex says:

    Damn! I had this problem today and it took me literally a few hours trying to exhaust all the possibilities of what could be wrong. Finally linksys came through over phone support and pointed out this same issue, what a nightmare! My setup is new AT&T modem with new linksys E3000 router. I have just read this article and laughed because I felt your pain. Cheers!

  2. m1nh says:

    Haha, it’s nice to know that i’m not alone :)

  3. Kimmy says:

    OMG I spent a total of 4+ hours (2hrs on 2 calls) with AT&T and I did speak with an Indian rep too. LOL what a coincidence. They seriously did nothing for me and I spent 2 weeks with the DSL cable directly on my laptop until I found this article. I seriously can’t believe I had to figure this out myself when those fools couldn’t even tell me to do such a simple thing as changing the IP #. Thank you sooooo much for this post :)

    • minh says:

      Yeah, I totally went nut. It’s just damn crazy they expect their regular customers to be able to do something like this. It’s mind-boggling. Glad to help!

  4. ljmorgi says:

    You saved me so much frustration last Friday. I was trying to provide tech support via phone to my boyfriend (the blind leading the blind) while I was at work, and I turned this post up via Google.

    I never trusted AT&T’s tech support after one guy got real snotty with me on the phone over the idea that I’d managed to “install” a router all by my little ol’ female self.

  5. Lisa says:

    YOU ARE A GOD!!!! Thank you so much!!!

  6. Pablo says:

    I CANT THANK YOU ENOUGH DUDE!!! After 3 hours I found your post and 2 mins later I had internet!!!!

  7. Moe says:

    Yahoo. It works
    Thank you

  8. Grant says:

    You’ve saved me soo much time! I’ve had this problem for months and just bought a new modem and router… only to find out I still have the same problem. Followed your directions and it works now!!! Thanks!!!!

  9. BJH says:

    Thank you!

  10. Anonymous says:

    Nearly killed myself trying to figure this out. Thanks so much!!!

  11. SecretSauce says:

    Exactly the same for me!!! My Siemens SpeedStream 4100 B DSL modem was replaced (I would still be using it if the power button did not die, worked just fine, tyvm) by AT&T repairman with a Westell DSL modem. All hell then broke out in my house as not a single thing could connect to the Internet but one lone computer directly plugged into the modem itself. I tried other cables, other routers, nothing worked and I know its not that hard to setup a modem and router. Tech support gave me a lame excuse saying I powered them up and down in the wrong order. Please. Tech support then said it was not their problem b/c I connect fine via the cable from my computer to their modem so it must be my routers and to call the router manufacturers. Really? Both of my wireless routers die on the same day, coincidentally the same day I received a new modem? Bless you dear one for posting this fix-it. xoxoxoxoxoxoxoxoxoxoxo Maybe someday an AT&T tech support person will read this post. :)

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