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# My WiFi name changed to "SmartRG…" and the password doesn't work

If your usual WiFi network disappeared and a network named something like "SmartRG-xxxx" appeared instead, your modem was factory reset — often by a power outage, a storm, or an accidental press of the reset button. Your custom WiFi name and password were wiped back to defaults.

## Try this first (5 minutes)

1. On the back or bottom of the modem, find the sticker. Look for **WiFi Password** or **Wireless Key**.
2. Connect to the "SmartRG…" network and enter that password **exactly as printed** — capital letters matter.
3. If that's rejected, try the **serial number** from the same sticker (labelled S/N or Serial), typed in **ALL CAPITAL LETTERS**.

## If neither password works — that's normal, and we can fix it

On these modems the sticker shows the *factory* password, but your modem may have been provisioned with different settings from our side, so the sticker doesn't always match after a reset. Don't keep guessing, and **don't factory reset it again** — it won't help.

The quick fix: **contact support and ask us to push your WiFi settings remotely.** We can restore (or newly set) your WiFi name and password from our end in a few minutes, usually while you're on the line.

- Call **1-855-299-0025** (Mon–Sat 9am–6pm Eastern, closed Sunday)
- Or email **support@worldline.ca** with your account number and the WiFi name/password you'd like

## Afterwards

Every device in your home will need to join the network again with the restored name and password.