Initialization failed / L'initialisation a échoué

[Mu]

Hi, 

I've been getting this error recently whenever I enter the modem's IP in the browser:
(Initialization failed / L'initialisation a échoué)

Not able to change wifi settings or anything else

Steps performed:
-----

- Restarting the modem

- Resetting to factory settings

- Clearing browser's cache

- Using another laptop with a different browser

- Trying to open it from a mobile phone

Any ideas?

[VirginPlusAntgio]

Hey there @Mu  , 

Welcome to the community and thanks for your post. 

Great troubleshooting steps. In order for the community to best assist please confirm / test the following;

• Please give our Virtual Repair Tool a try.
• Can you share a screen shot of the error received.
• Which browsers have you tried?
• Have you got in touch with our technical support team to review your concern?

Looking forward to hearing back from you.

[Mu]

- I used the virtual repair tool and lost internet entirely, got the internet back after resetting to factory settings again, still getting the same issue when trying to access the modem on 192.168.2.1

Used, chrome, firefox, safari and edge on different devices

Contacted tech support, but they didn't have any clue about this and referred me to a modem replacement appointment. 

I haven't replaced the modem yet, however, I'm still curious to know what causes this. 

[VirginPlusKris]

Hi there, @Mu .

Could you try using your modem name as a way to connect instead of the IP address? Steve, Valerie, or Vincent.

Let us know.

[Mu]

Tried several times to use the modem name instead of the IP address using multiple devices on different browsers. 

I'm not an expert with the internals of this modem, but the error message that you guys can see in the screenshot attached above gives an indicator that it's a modem software/hardware issue not a client-side kind of issue.

[VirginPlusAntgio]

Hey there @Mu  , 

We will be happy to have a closer look into your concern and help as best as we can. 

We've sent you a private message with the details that we need in order to help. 

Please check your Messages within your profile avatar in the top right corner.

Unsure how to check or send a private message? See How to send a private message