Our Zyxel routers have been hacked by a form of malware called the Mirai Worm, which you may have heard of in the current news. It is a global issue affecting companies including The Post Office, Talk Talk and German’s Deutsche Telekom.
The issue is not a malfunction with the routers or a physical issue and so is not covered by any warranty. The routers have been hacked which is a criminal act.
We understand that for most customers this is the busiest time of year. Our team are working hard to contact as many customers as possible and provide assistance.
To fix the problem you will need to reinstall firmware updates which have been issued by Zyxel.
We have tested this solution successfully however we offer no guarantees.
Step 1 – Remove DSL Cable from the router
This is typically a grey cable connected on the far right hand side of the router.
Step 2 – Reboot your router
Push in the the black on/off button, wait for 5 seconds then push the button again. The lights will flash whilst it re connects and show a stable green colour when fully reset.
Step 3 – Reset router
When lights have stabilised, inset a paperclip into the reset hole until the power light and DSL light flash together. This takes around 30 seconds. When the lights flash together remove the paper clip and the router will reboot. Turn the router off and on once more.
Step 4 – Reconnect DSL cable
Reconnect the grey DSL cable. The Internet light will will flash for 20-40 seconds before turning a solid green colour. This will complete the reset and your router will be working correctly with the new firmware updated.
If you have difficulties following these steps or you are still unable to connect to the inetrnet after completing them, please speak to our support team, who will assist you further.
If you are worried about connectivity over the weekend, you may want to consider buying a suitable router from your local retailer. We can assist you to set up the new router and advise buying the Draytek Vigor 2760 if possible.
Any new router purchases are your responsibility. Please speak to the tech team for some advice on which router is best suited for you if you cannot buy the Draytek.
We can supply routers, however, can not guarantee delivery before the weekend.
We will continue to work on a resolution, thank you for your patience during this difficult time!