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Step-by-step guide to reconnecting Telstra TG587, TG797, TG799 modem

** Please note, these instructions have been updated with a clarification to the reseprocess at 14:20 AEST on 06/06/2016**

** Please note, these instructions have been updated with a change to the reset process at 12:10 AEST on 03/06/2016**

 

** Please note, these instructions have been updated with a change to the reset process at 15:30 on 27/05/2016**

 

If you have a TG797 or TG799 modem that has not reconnected to the network after a restart, please follow these following steps to reconnect. If you are on ADSL, you will need your Telstra broadband account username (e.g. XXXXXXX@bigpond.com) and password.

 

If you have a TG587 modem that has not reconnected to the network after a restart, please contact Telstra on 133 933 (ADSL) or 1800 834 273 (NBN service) so we can troubleshoot your issue further.

 

 

PLEASE NOTE:

  • The steps and sequence outlined below are all necessary and are to be performed in the order outlined please – this process is more effective than just depressing the reset button alone

 

STEP-BY-STEP GUIDE FOR A TG797 OR TG799 modem

  • Power off the modem

 

  • Disconnect either the ADSL or Ethernet WAN cable depending on the customer’s service type (ADSL or NBN)

 

TG797 DSL and WAN

image001.png

 

TG799 DSL and WAN

image002.png

 

 

  • Power on the device

  • The Status LED will turn ORANGE when it is powered on

 

  • If you have a TG799 modem: As soon as the Status button (TG799) LED turns RED, factory reset the Telstra modem by holding down the Status button for 10 seconds. (Note– this sequence is important, please wait for the red light before pushing the Status button, but do not wait for more than a minute once the red light is seen before factory resetting.  If that time frame is exceeded, please re-perform from Power Off if needed). See the images below for where to locate the Status button:

     

    If you have a TG797 modem: As soon as the ECO button (TG797) LED turns RED, factory reset the Telstra modem by using a paper clip to depress the reset pinhole for 10 seconds. (Note– this sequence is important, please wait for the red light before depressing the reset pinhole, but do not wait for more than a minute once the red light is seen before factory resetting.  If that time frame is exceeded, please re-perform from Power Off if needed.) See the images below for where to locate the reset pinhole.

TG797

eco1.png

 

TG799

799 ECO.png

 

  •  Reconnect the ADSL/Ethernet WAN cable.

 

  • ** This step have been updated from previous versions ** - For ADSL modems only: Open a web browser and type in the URL http://10.0.0.138, and click on the broadband tab. The customer is to enter their BigPond (PPP) username and password and click on save.  If the customer does not remember their BigPond username & password, you can refer them to the following tool using an alternate device with a working connection (eg mobile), www.telstra.com/modempassword

 

  •  For those who have changed their Wi-Fi details to something of their choosing: this modem reset may also reset their Wifi Network Name (SSID, Telstra modem WiFi name) and Network Key (wifi password) to the factory defaults, which can be found on the underside of the customer’s Telstra modem. If applicable: Reconfigure their Network Name and Network Key in the Wi-Fi Tab in the Modem GUI (also accessed via http://10.0.0.138).  At this point you can also alter any other settings that may have reset to the factory default. 

 

image004.png

 

  • If the Telstra modem continues to reboot, please attempt a full factory reset via the modem GUI.

  • Navigate to the Telstra modem GUI at http://10.0.0.138 and click on Advanced > Telstra modem, then click on Reset > Confirm.

  • If the factory reset is not successful, please contact Telstra on 133 933 (ADSL) or 1800 834 273 (NBN service) so we can troubleshoot your issue further.
Version history
Revision #:
9 of 9
Last update:
May 2017
Updated by:
 

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