Modem Security Issues

[lpowder05]

What would Shaw advise if a customer is unable to access the advanced settings feature of their modem? customer entered in the username and password  but it is not working.

does Shaw ever provide modem swaps?

Thank you

[mdk]

> customer entered in the username and password  but it is not working.

Do you mean that you get a "password incorrect" message?

> modem swap ?

Yes, telephone Shaw for more trouble-shooting -- an employee can remotely connect to your modem, and can "factory-reset" it.  Further, they can arrange to have a replacement modem shipped to your home, and give you a box to mail (Canada Post) the current modem back to them. Use "Registered Mail" to get a tracking-number, which you & Shaw can use to verify that the box has been returned to Shaw.

[shaw-tony]

@lpowder05 try a pinhole factory reset, that should bring back the advanced settings. The BlueCurve modem settings can be accessed through the BlueCurve Home App/Web here.

[lpowder05]

I did do the pin reset but that still have me incorrect password or username which is then where I started to get concerned thought that was weird

[rstra]

If it is BlueCurve did you try the default username and password?

username: admin

password: password

[lpowder05]

It's not blue curve. It's an Arris modem

[rstra]

Try cusadmin and the WiFi key printed on the sticker.