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Providing routers to families

You should keep records of the types of routers you received, who you loaned them to and the IMEI number for each device. This information is essential for responding to any Regulation of Investigatory Powers Act (RIPA) requests you may get.

Our guidance on device ownership and distribution includes examples of loan agreements and suggestions for insurance.

You鈥檒l also need to supply a SIM card (with a data allowance) for each router.

Resetting routers

Some 4G routers came with SIM cards that have now expired 鈥� to continue using these routers, you鈥檒l need to reset them and replace the SIM cards. The process to reset your router depends on the type of router you have.

Please note: Replacing the SIM card in your router will remove the content filters. Read our safeguarding guidance and information for parents and carers on keeping children safe online.

If you have a Huawei router

To reset your Huawei router, you鈥檒l need to use another internet connection to download a firmware update onto the router.

It takes around 10 minutes to reset your router. You鈥檒l need:

• your Huawei router, the router鈥檚 network name (鈥楽SID鈥�) and wifi key 鈥� you can find these on a label under the back cover of your router
• to email [email protected] with the subject 鈥楬uawei router password鈥� - we will send you the password securely (needed in step 5)
• a laptop, tablet or mobile phone
• another internet source, such as your work or home wifi, and the password

You should read all the steps before you begin.

1. Remove the back cover and battery from the router and take out the expired SIM card (the one provided with your router).
2. Replace the battery and back cover and turn the router on.
3. Connect your laptop or tablet to the router through the wireless network or the USB cable.
4. Open a web browser and enter in the address bar.
5. Enter the Huawei router login password, you鈥檒l need to email [email protected] with the subject 鈥楬uawei router password鈥� to receive this.
6. Once connected, you鈥檒l be asked to read and accept the privacy notice and user agreement.
7. Choose whether you want overnight updates, we recommend you select 鈥楨nable and continue鈥�.
8. If prompted to insert a SIM card, select 鈥楥ontinue鈥� next to 鈥業nsert a SIM card later鈥�.
9. You鈥檒l be asked if you want to change your wifi name and password, we recommend you keep the ones you have.
10. Choose a new Huawei router login password, this should be at least 8 characters and different from your wifi password. You must make a note of this password as you may need it later. Select 鈥楩inish鈥�.If your new password is accepted, you鈥檒l be redirected to the router settings homepage.
11. Select 鈥楴etwork settings鈥� at the top of the screen. On the left-hand menu, expand the 鈥榳ifi Extender鈥� list and select 鈥榳ifi Extender Settings鈥�.
12. Enable 鈥榳ifi Extender Settings鈥� and select your work or home wifi from the list of available networks. Enter the password for your wifi (not the password for the router).
13. Once the router has connected to your work or home wifi, you should get an alert about a software update. Check your router is plugged into an electrical outlet and select 鈥楿pdate鈥�.
14. When the update has downloaded, it will begin to install automatically. This should take around 5 minutes. Router lights may turn on and off during this time. You鈥檒l get a notification once the installation is finished.After you have downloaded and installed the software update, you may be redirected to the Huawei login screen. If you need to access this screen manually, open a web browser and enter in the address bar.
15. Enter the new device login password that you chose and click 鈥楲og in鈥�.
16. Select 鈥楴etwork settings鈥� at the top of the screen. On the left-hand menu, expand the 鈥榳ifi Extender鈥� list and select 鈥榳ifi Extender Settings鈥�.
17. Disable 鈥榳ifi Extender Settings鈥� to disconnect the router from your work or home wifi. If you also want to remove your wifi details from the router鈥檚 memory, go to 鈥榳ifi Extension Connection鈥� and click the bin icon next to the name of your work or home wifi.
18. Turn off the router and remove the battery.
19. Insert a replacement SIM card, then replace the battery and back cover.
20. Use the power button to turn the router on again 鈥� it should connect to the internet using data from the new SIM card.

If you have a TP-Link or D-Link router

You can reset your router and insert another SIM card at any time. This process will take around 5 minutes. You should make sure the router is turned on and fully charged before you begin.

1. Remove the back cover from the router.
2. Locate the 鈥楻eset鈥� button next to the battery and insert a sharp object (such as a pin or paperclip).
3. Hold down the 鈥楻eset鈥� button for 5 seconds to erase the router鈥檚 current settings.
4. Remove the battery and take out the expired SIM card (the one provided with your router).
5. Insert a different SIM card, then replace the battery and back cover.
6. To activate the new SIM card, use the power button to turn the router off and on again.

Fixing router faults

If a router powers up but will not connect to the internet, check if:

• the router has been reset and a new SIM card inserted - SIM cards originally included with routers expired on 31 August 2021
• another device (such as a smartphone) has a connection, to see if there are connectivity issues in the local area
• the laptop or tablet can connect to the internet another way, for example by using free wifi or tethering it to a mobile phone
• clearing the cache on the web browser allows you to connect