In some cases, we’ll ask customers using their own third-party router to switch the VLAN setting to untagged. This enables us to perform core network maintenance without disrupting your connection. Only follow the steps below if a Connexin team member has asked you to, or if you’ve been directed here by an email or SMS from us.
What you need to do:
- Sign in to your router’s admin page.
- Go to Internet or WAN settings and look for VLAN or VLAN ID.
- Set VLAN to untagged or none and remove any VLAN ID.
Router settings differ by brand and model, if you are unsure how to change these settings, please contact your router’s manufacturer for guidance - or they may have some handy tutorials available on their website. Because this is a third-party router, we cannot provide individual step-by-step support for this change.
Need to get in touch?
You can reach out to us via Live Chat by clicking the red chat button in the bottom right corner. Or head over to our Contact Us page. We're here to help, just give us a shout.