Symptoms

• Customer types 192.168.1.1 and gets "This site can't be reached"

• Customer needs to change WiFi password but can't access admin panel

• The page loads but login credentials don't work

Part 1: Page Won't Load

1. Verify Device is Connected to the Modem

This is the #1 cause!

• Device must be connected to the Sunrise modem's WiFi or via Ethernet

• If connected to a WiFi repeater or different router → admin page won't load

• VPN must be turned off — VPNs redirect traffic and bypass the local network

Make sure the device is connected to the Sunrise network, not a repeater:

2. Try the Correct Address

Different modem models use different addresses:

• Sunrise Internet Box (standard) → 192.168.1.1

• Fritz!Box → 192.168.178.1 or fritz.box

• Technicolor / Sagemcom → 192.168.1.1

• Huawei → 192.168.1.1 or 192.168.100.1

Ask: "What does your modem look like?" to identify the model.

3. Common Browser Issues

• Type address in the address bar, NOT the search bar (Google won't work)

• Try a different browser (Chrome, Firefox, Safari)

• Try incognito/private mode — extensions can block local addresses

• Type http://192.168.1.1 with the http:// prefix — some browsers try HTTPS which fails

Type in the address bar (top), not the search bar:

4. Check Device IP Configuration

The device needs to be on the same network as the modem:

On Windows:

1. Open Command Prompt (search "cmd")

2. Type ipconfig and press Enter

3. Look for Default Gateway — should show 192.168.1.1

On Mac:

1. System Preferences → Network → Advanced → TCP/IP

2. Check the Router field

On iPhone/Android:

1. WiFi settings → tap (i) icon next to connected network

2. Look for Router or Gateway address

If gateway doesn't match modem address → customer has a secondary router.

Part 2: Login Credentials Don't Work

1. Default Credentials

Default login is usually on the sticker on the bottom/back of the modem:

• Sunrise Internet Box → admin / (see sticker)

• Fritz!Box → (no username) / (see sticker)

• Technicolor → admin / admin

• Huawei → admin / admin

The default credentials sticker is usually on the bottom of the modem:

2. Customer Forgot Changed Password

If the customer changed the password and can't remember:

• The only solution is a factory reset (pinhole button, hold 10 sec)

• Warn: this resets WiFi name and password to defaults

• After reset, log in with default credentials from the sticker

When to Escalate

• Admin panel shows error messages or incomplete pages → firmware corruption

• Factory reset does not restore default credentials

• Modem shows "locked by provider" message → requires remote unlock from backend