Piso WiFi Machine Offline After ISP Change
A machine that goes offline after an ISP change is different from a machine with no power, and different from a machine with a slow ISP. The machine may power on, the portal may load locally, but no customer can browse, because the machine no longer reaches the new internet source correctly. That pattern points to router, gateway, DNS, account, or cable changes that came with the new ISP, not to a coin or voucher fault.
This post is mainly for operators, with a short customer section at the start. Customers should not change ISP routers, machine network settings, or cables themselves. If you are a customer and a machine went offline after an ISP change, report it with the proof below and do not pay until the operator confirms browsing works again.
Up: Troubleshooting – Related: No Internet After Paying – Slow Speed
Customer Symptom Check: What to Do First
If you are a customer:
- Check whether the portal opens at all. If the portal opens but websites do not load, the machine is on but its internet source is not working, which matches an ISP change problem.
- Check whether other customers are affected. If everyone is affected, the cause is likely machine or ISP side, not your device.
- Do not pay until the operator confirms browsing works, because a payment on an offline machine creates a session that cannot browse, and a refund or correction becomes harder.
- Note the machine location, WiFi name, time, portal result, and whether the operator told you about an ISP change, and report those details to the operator.
Likely Causes, in Order, for Operators
Cause 1: New ISP router with a different gateway or IP range
A new ISP router may use a different gateway address, IP range, or subnet than the old router. If the machine, access point, or static IP settings still point to the old gateway, the machine portal can load locally while browsing fails. Check the new router gateway, and update machine network settings to match it, from a backup of the last known working settings if you have one.
Cause 2: New account, PPPoE, or SIM settings not entered
A new ISP may require a different account, PPPoE username and password, SIM APN, or router login. If those settings were not entered on the new router or modem, the router itself may be offline, even though its WiFi name appears. Check the ISP router status lights and admin page, and confirm the account is active, before changing machine settings.
Cause 3: DNS settings pointing to the old ISP
If the machine or access point uses DNS settings from the old ISP, or a static DNS that no longer resolves, the portal can load while websites fail. Check DNS settings against the new ISP, or use the new router DNS, and test browsing from a laptop connected directly to the new internet source first, as described below.
Cause 4: Cable, port, or SIM modem change
An ISP change often involves a new modem, a different port, a new cable, or a SIM modem swap. A loose cable, a cable in the wrong port, or a SIM that is not activated can leave the machine offline while the portal still loads locally. Check cables and ports, in order, and confirm the SIM or modem status with the ISP if a SIM modem is used.
Cause 5: ISP router admin access, firewall, or double NAT blocking the machine
Some ISP routers block a second router, an access point, or a machine network by default, or create a double NAT setup that breaks portal browsing. Check the new router settings for the machine connection, and restore the last known working network settings from backup before changing more settings, as warned in the Troubleshooting pillar.
Cause 6: Machine network settings changed during the ISP swap
During an ISP swap, an operator may change machine IP, gateway, DNS, or access point settings to match the new router, and then lose track of which change broke browsing. Note each change, test after each one, and restore the last known working settings if browsing does not return, rather than changing several settings at once.
Operator Fix Order, Labelled as Operator Only
Operator only:
- Note the platform, version, old ISP, new ISP, router model, and time of change, and back up machine settings if the panel still allows it.
- Run the decisive direct test from the Troubleshooting pillar: connect a laptop directly to the new internet source, without going through the vendo portal, and open a normal website. If the direct connection fails, the problem is upstream: ISP account, modem, cable, or SIM. Contact the ISP or check the modem, not the vendo box.
- If the direct connection works, check the machine connection to the new router: cable and port, gateway address, IP range, and DNS. Update machine settings to match the new router, one setting at a time, and test browsing after each change.
- Check the ISP router admin page for the machine connection, and for any block on a second router or access point. Restore last known working network settings from backup if a new setting broke browsing.
- Check the access point and repeater settings, so they point to the new gateway and DNS, not to the old ISP settings.
- Test as a customer with a small payment, on the machine WiFi, and confirm portal, timer, and browsing all work. Only reopen to customers when that test passes.
- Update any sign, record, or operator note that mentioned the old ISP router, gateway, or account, so the next change does not repeat the same confusion.
What Counts as Proof, for Customers and Operators
For a customer report, include: machine location and WiFi name, portal result, browsing result, time, and whether other customers are affected. For an operator record, include: old and new ISP, router model, gateway and DNS before and after, direct test result, machine settings changed, and customer test result after the fix. Keep ISP account passwords and admin passwords private, and do not share them in public groups.
Prevention
For operators, prevention is a change checklist: before an ISP change, back up machine settings, note gateway, DNS, IP range, access point settings, licence key, and version, and store them privately. During the change, change one setting at a time, run the direct test, and test as a customer before reopening. After the change, update records and signs, and keep the old ISP details only until the new setup is proven stable, in case a rollback is needed.
Frequently Asked Questions About a Machine Offline After an ISP Change
The portal opens, but no website loads after an ISP change. Is the machine broken?
Not necessarily. A portal that opens locally while browsing fails points to an internet source problem, not a portal fault. The operator direct test, laptop to new internet source without going through the portal, will show whether the new ISP connection itself works.
Should I pay to test whether browsing works after an ISP change?
As a customer, no, not until the operator confirms browsing works. As an operator, yes, test as a customer with a small payment after the direct test passes, so portal, timer, and browsing are all confirmed together.
The new ISP router WiFi works, but the Piso WiFi machine does not. Why?
The ISP router WiFi and the machine network are different networks. The machine may still point to the old gateway, DNS, or IP range, or it may be blocked by the new router settings. The machine connection to the new router must be checked separately from the ISP router WiFi.
Can I just reset the machine to fix an ISP change problem?
No, not as a first step. A factory reset can wipe rates, WiFi name, passwords, vouchers, and sales history, and it will not fix an ISP account, cable, or gateway problem. Back up first if possible, run the direct test, and restore last known working network settings before considering a reset, as explained in the WiFi Name Changed After a Reset guide.
How long should an ISP change take before customers can use the machine again?
That depends on account activation, modem setup, and machine testing. Do not reopen to customers until the direct test passes and a small customer test payment passes, even if the ISP router WiFi appears to work earlier.
My ISP changed, and now the machine shows a different gateway. Is that normal?
Yes, a new ISP router can use a different gateway. What matters is that machine, access point, and DNS settings match the new gateway, and that browsing is tested after the change. Do not guess a gateway, and do not keep old gateway settings from the previous ISP.
What to Read Next
If the portal itself will not load, go to the Portal Not Loading guide. If you paid and have no internet, go to the No Internet After Paying guide. If speed is slow after an ISP change, go to the Slow Speed guide. If you need the full ISP decision rules, go to the ISP Choice guide. If Starlink is involved, go to the Starlink Business guide. If you need the general diagnostic method, go to the Troubleshooting pillar.