I can't sign into my CGN3ACSMR Router and Packet Loss Problem

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I Plan to Stick Around
Posts: 24

I can't sign into my CGN3ACSMR Router and Packet Loss Problem

So my landlord just recently upgraded out Internet; therefore we got this new router. I'm getting much better download and uploads speeds but I'm getting packet loss on my Xbox. I contacted Microsoft and went through all the steps but I still had this packet loss. So they told me I need to sign into my router and open some ports. When I went to go do, I got denied. I used the proper password and username but no luck. After trying that a couple times I hard reset the router to get it back to factory setting but that still won't work. I'm wondering if there is anything else I can do to sign into my router, or get rid of the darn packet loss.

Thanks for your time,
Ryan
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Resident Expert
Resident Expert
Posts: 13,917

Re: I can't sign into my CGN3ACSMR Router and Packet Loss Problem

If the default (cusadmin/password) didnt work.. it may be that it was changed... BUT doing a full factory reset should have re set it.

you held in the reset button for a good 20+ seconds?

(much shorter, may only do a reboot)



I Plan to Stick Around
Posts: 24

Re: I can't sign into my CGN3ACSMR Router and Packet Loss Problem

Thanks for your help,

Yes I held it down for 20seconds. I know that should have reset everything back to default but I still can't get signed in. I have tried doing it wired and wireless but still no luck
Retired Moderator RogersAsif
Retired Moderator
Posts: 700

Re: I can't sign into my CGN3ACSMR Router and Packet Loss Problem

Hi @Chambies23

 

Did you use the USB stick to setup your network? If so, it will override the default password.

 

Try using the "cusadmin" username and for the password enter the same password you use to access your wireless networks.

 

Also, if you have the Easy Connect software installed try uninstalling it if possible.

 

If you are still unable to log in, please let us know. I can have our @CommunityHelps team reach out to you so we can factory reset the router from our endSmiley Happy

 

Hope this helps

 

RogersAsif

I Plan to Stick Around
Posts: 24

Re: I can't sign into my CGN3ACSMR Router and Packet Loss Problem

Yes I did use the USB stick to set it up but shouldn't it be reset to the factory setting since I held the reset button down? I'll try it here shortly when I get a chance and I will post back the results.
Retired Moderator RogersAsif
Retired Moderator
Posts: 700

Re: I can't sign into my CGN3ACSMR Router and Packet Loss Problem

Great, let the community know how it goes.

 

And correct, i would assume so. Possibly since the software is installed, it is still overriding even after the factory reset.

I Plan to Stick Around
Posts: 24

Re: I can't sign into my CGN3ACSMR Router and Packet Loss Problem

Ya I did that now and I still can't sign into the router. Can they reset it and forward ports front their end?
Retired Moderator RogersAsif
Retired Moderator
Posts: 700

Re: I can't sign into my CGN3ACSMR Router and Packet Loss Problem

Thanks for the update @Chambies23

 

Internet Technical Support wouldn't be able to set up the ports for you as it is outside their scope of support. Port forwarding is handled by the TechXpert team, which is a subscription/fee based service.

 

They should be able to change the access password though.

 

I'll have our @CommunityHelps team reach out to you via Private Message so we can look into your options. Look out for the message in your inbox.

 

RogersAsif

I've Been Here Awhile
Posts: 3

Re: I can't sign into my CGN3ACSMR Router and Packet Loss Problem

I have the same issue. Using default password following Reset does not work, neither does attempting to connect using my wireless password. 

Resident Expert
Resident Expert
Posts: 6,107

Re: I can't sign into my CGN3ACSMR Router and Packet Loss Problem

Just to make sure that the Factory Reset happens, hold down the recessed reset button at the back of the modem for 30 seconds and then release it.  That should ensure that the reset happens.  After the reset try logging into the modem with the default passwords.  If, for some strange reason that does not work, don't fight with it, call tech support and ask the CSR to have a look at what the password is set for.  It would be very unusual if it wasn't the default password, ie. password.  If it turns out to be something strange, ask the CSR to set it to what you would prefer, so that you can log into the modem and set the rest of the modem settings and change the password while you are in there.