Monitoring - Following last night's planned maintenance, we have completed testing on all affected Genexis GNX devices.
All 3,588 impacted GNX devices have been successfully factory reset as part of the fix.
What does this mean for you?
A factory reset returns your GNX device to its original settings. This means any custom changes you previously made—such as your WiFi name (SSID), WiFi password, or port forwarding - have been cleared.
If you had set up a custom WiFi name and password, your wireless devices will now be looking for that previous "Custom" network, which no longer exists.
Next Steps for Affected Customers:
You may notice your devices are unable to connect to WiFi. Please check the front, bottom or back of your GNX device for the default WiFi name and password, and reconnect your wireless devices using this information.
If you wish to use your previous custom settings, you can log into your GNX device and update your network name and password as before. Once updated, your devices will reconnect as usual.
Jul 18, 2025 - 08:50 BST
Identified - We have identified a fix for the ongoing Genexis issue. As part of this solution, we will need to perform a factory reset on all affected Genexis devices.
What does this mean for you?
If you contact us for support regarding this issue, please note that we will need to factory reset your Genexis unit rather than simply power cycling it. This process will restore your device’s Wi-Fi name (SSID) and password to the original settings provided at installation.
- If you previously set a custom SSID or password, you will need to either update your GNX settings again after the reset or reconnect your devices using the original network details.
Thank you for your understanding and patience as we work to resolve this issue.
Jul 17, 2025 - 11:40 BST
Update - Thank you for your continued patience. While our team has implemented a fix, we are aware that some customers are still experiencing issues. We’re actively investigating and working to fully restore service. We apologise for any inconvenience.
Jul 17, 2025 - 09:15 BST
Update - Thank you for your ongoing patience. An emergency change has been raised to resolve interference issues affecting our Genexis modems. This may result in a brief outage for affected customers tonight. We sincerely apologise for any inconvenience caused and appreciate your understanding.
Jul 16, 2025 - 17:20 BST
Investigating - We are aware that customers who have our Genexis modem installed may be experiencing a disruption with their connection. We are aware of this and are currently investigating the cause. We apologies for the disruption of your service and thank you for your patience while we look to get your service back online as soon as possible.
Jul 16, 2025 - 12:14 BST