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What to do if…
your home Wi-Fi name or password appears changed and your devices disconnect

Short answer

Treat this like your router may have been accessed by someone else: regain control of the router first, then change the router admin login and Wi-Fi password after a reset/update so unwanted settings don’t persist.

Do not do these things

  • Don’t keep retrying old passwords over and over (it wastes time and can trigger lockouts on some devices/accounts).
  • Don’t log into banking, email, or work systems on that Wi-Fi until you’ve re-secured the router.
  • Don’t assume it’s “just the provider” if the Wi-Fi name (SSID) or security settings changed without you.
  • Don’t use a simple or reused replacement password.
  • Don’t turn on “remote management/remote admin” as a quick fix unless you’re confident you can secure it.

What to do now

  1. Pause and confirm you’re looking at your own router’s Wi-Fi.
    Check the router label and any ISP app/portal for the expected network name. If you can, use an Ethernet cable for one device so you’re not relying on the compromised Wi-Fi to fix the Wi-Fi.

  2. Power cycle once to rule out a glitch.
    Turn the router off at the plug for 20–30 seconds, then back on. If the Wi-Fi still looks “wrong,” proceed as if settings were changed.

  3. If the Wi-Fi name/password still look changed, factory reset to regain control.
    Use your router’s reset pinhole/button following your model/ISP instructions. Many routers reset if you hold the button until the lights change and the unit restarts. This clears unknown configuration changes.

  4. Log into the router admin interface and change the router admin password first.
    This is separate from the Wi-Fi password. Set a strong, unique admin password (and change the admin username if your router allows). If the router offers extra admin protections (for example confirmation prompts or MFA), enable them.

  5. Update the router firmware (or enable automatic updates) before reconnecting everything.
    If it’s ISP-supplied, use the ISP’s app/portal or support instructions. If it’s your own router, update via the admin interface. If the router is old and no longer supported, plan to replace it.

  6. Check for the common “persistence” changes and undo anything unfamiliar.
    In router settings, review and revert:

    • DNS settings (set to automatic/ISP unless you intentionally use a custom DNS)
    • Port forwarding rules you didn’t create
    • UPnP (turn off if you don’t need it)
    • Remote administration/remote management (turn off unless you explicitly need it)

  7. Recreate your Wi-Fi safely.

    • Use WPA2 or WPA3 (prefer WPA3 if available).
    • Set a new, long passphrase that you do not reuse anywhere else (three random words can work well).
    • Rename the Wi-Fi if you like, but avoid personal identifiers (surname/flat number).

  8. Reconnect devices gradually and watch the connected-devices list.
    Use the router’s “connected devices” page. If you see anything you don’t recognise, remove/block it and change the Wi-Fi password again.

  9. Secure the accounts that could enable router changes.

    • Change the password on your ISP account/portal (and enable multi-factor authentication if offered).
    • Update your phone/computer and run a malware scan on the device you use to manage the router.
    • If you reused the old Wi-Fi password anywhere else, change those logins too.

  10. If you lost money or this links to a wider scam, report it.

  • If you’re in England, Wales, or Northern Ireland, report cyber crime and fraud via Report Fraud.
  • If you’re in Scotland, contact Police Scotland (101 for non-emergency; 999 for emergency).

What can wait

  • You don’t need to figure out who did it right now.
  • You don’t need to replace every device immediately (start with the router + key accounts).
  • You don’t need to decide today whether to change ISPs—focus on regaining control and securing the network first.
  • You can review smart home/IoT settings later, once your network is stable again.

Important reassurance

It’s normal to feel shaken when your home network suddenly “changes identity.” In many cases it’s fixable with a reset, admin-password change, and updates. Regaining control of the router is the stabilising move that prevents most repeat problems.

Scope note

This is first-step guidance to regain control and reduce immediate risk. If you rely on a complex setup (mesh systems, work VPN appliances, smart alarms), you may need device-specific support after you stabilise the router.

Important note

This is general information, not a guarantee or a diagnosis of hacking. If you feel out of your depth, it’s reasonable to ask your ISP for help securing or replacing the router, especially if it’s ISP-supplied.

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