Technicolor Gateway login issue

Has anybody had this experience with a Technicolor router or indeed any brand of router?

I bought a Technicolor DGA4134 from a reputable outlet and began the set-up process by connecting it to my laptop with the supplied cable. I’ve been doing this with multiple router brands since 2003.

I reached the sign-in page and keyed in the default username and the password on the back of the router. I failed to log in. Repeatedly. I’ve used Technicolor routers before and found set-up a breeze.

After about forty minutes I phoned the vendor. The very pleasant techie suggested a range of default user names and passwords before advising me to reset the router. I tried the original user name/password and the defaults again. No luck.

Eventually, I unplugged my current router from the phone line, plugged in the Technicolor and retried. No joy.

I phoned the vendor again. A different techie wanted me to download their virtual desktop. I declined. I’d been struggling for several hours.

I’ve arranged a return/refund but I’m advised it could be 14 days before I see my money, which I need for another router. I'd welcome recommendations. I plan a G-Fast upgrade sometime next year.

First though, what could have gone wrong in the set-up of the Technicolor router? I don’t want a repeat performance.

Thanks.

There is aquick start guide here, it tells you how to reset the unit, that should then reset the password to default.

Thanks but I have the equivalent of that information from my own provider that once shipped this Technicolor model. Resets and defaults have achieved nothing. The router is now packed up for the PO tomorrow. I just wish I knew why I couldn't log in to begin with. This is far and away my worst router experience.

In reply to a post by ARD:

Thanks but I have the equivalent of that information from my own provider that once shipped this Technicolor model. Resets and defaults have achieved nothing. The router is now packed up for the PO tomorrow. I just wish I knew why I couldn't log in to begin with. This is far and away my worst router experience.

Very strange, maybe there is a problem with the firmware, i remember years ago with a TPlink router I had the same problem, no amount of resetting or putting in different passwords would help, I had to send that back as well and got another and that was fine, but annoying when it happens. They said about updating the firmware, but I could not do that unless i had the password

Are they going to send you another one? i hope it gets sorted.

I would advise against buying Technicolor routers as they are only really designed to be sold to ISPs and integrated with their management platforms. You can't get software updates for them easily, or any direct support from the manufacturer.

In reply to a post by ARD:

I plan a G-Fast upgrade sometime next year.

Be careful this router Technicolor DGA4134 doesn't support G.fast. Only VDSL2.

In reply to a post by ARD:

First though, what could have gone wrong in the set-up of the Technicolor router? I don’t want a repeat performance.

Probably recycled and locked to an ISP, doesn’t need to be an ISP in the UK. If so, the firmware will be customised and the passwords are not what this vendor thinks they are. Not all ISPs put their logos on the hardware.

Thanks. This was my 3rd or 4th Technicolor. Although it was bought from a broadband vendor my providers sells lower grade models and, in fact, sold this one during a shortage a few months ago, so I expected it to do me proud.

It seems unlikely given the good reputation of the vendor but you never know. I've bought roughs all over the place but I think I'd stick to my ISP or Amazon from now on. Anywhere else and it's tricky to get a refund.

It's OK for gfast with a modem, I think. Anyway, back it goes and I don't want another.

I was offered a replacement. I went for a refund.

In reply to a post by jpm:

I would advise against buying Technicolor routers as they are only really designed to be sold to ISPs and integrated with their management platforms. You can't get software updates for them easily, or any direct support from the manufacturer.

I had a technicolor years ago in the ADSL days, it was called Thomson then, it was ok. I used it for different networks and it's done ok, but that was a long time ago and things may have changed, in fact things have changed

This may be a silly question but did the password have letters/digits that could be mistaken? For example a 0 or O, a 1 or l, etc, etc.

Not a silly question at all, Ian.

There were no zeroes and noughts or an "i" a "1" or an "l" in the password. The capitals were obviously distinguishable from the lower case letters except for a lower case “k” and a capital “K”. They could both have been upper case so I tried that variant before my first call to the vendor.

The user name supplied was “admin” but I tried “administrator”, “Admin” and “Administrator” before my phone call. Seemingly endless logins were tried during and after I spoke with the techiel before I rang a second time.

Sounds like you ruled out all of the obvious then. Possible it was the wrong label applied to the device at the factory.

I wondered about that...

I'm putting this here in case anyone else with the same problem finds this. I just had Trooli FTTP installed and was supplied this router. Couldn't login with the ACCESS_KEY provided on the sticker, which is also the same as the entry next to Password printed on the sticker (separate to the WiFI password).

I was very confused. Triple checked all the characters. Factory reset the unit. The firmware even has a visual reminder built in so that when you enter the password wrong it comes up with a picture of the ACCESS_KEY barcode and says that's the default password.

Well, I did a bit of googling and found something about a different Technicolor router and it said the default password was the serial number, which is not the same as the access key.

Went and tried that and hey presto, logged in. Technicolor have seriously stuffed up here and are going to cause loads of support calls to Trooli (and any other ISPs that are issuing these routers). I've let Trooli know.

So, in summary:

THE DEFAULT PASSWORD IS ACTUALLY THE SERIAL NUMBER AND NOT THE ACCESS KEY!! IGNORE THE STICKERS.

Thank you so much Slinkoff! I have been searching for a solution to this due to getting no response from the isp all week, came across your reply in this thread and it worked perfectly. How strange!
Thank you once again.

Had the same issue with a DGA4134 router, where I couldn't login to it. Tried all the things in this post. Found out the username to use is 'engineer' not admin.

In reply to a post by ARD:

I think I'd stick to my ISP or Amazon from now on. Anywhere else and it's tricky to get a refund.

And with Amazon, make sure it says "Sold by Amazon" (not "Dispatches from Amazon"). The rest of Amazon is now like a low-grade E-bay.