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A power cycle is unlikely to pull down the new but there is no harm in trying. You could also try a factory reset. The F@st5355 gateways sometimes refused to install firmware updates until the gateway was factory reset.
Samantha37 I feel your pain.
Return it and tell them you want a Technicolor Gen 2 modem.
It works with XBOX Live out of the box.
Telstra should have published a note about this problem months ago. And of course they should have fixed it too....
I got a replacement Technicolor and have never looked back.
The Arcadyan GUI was slow, it felt like it wasn't really ready to be released - more like a beta.
No regrets with the Technicolor.
That's not good enough. Try another chat. Tell them about this thread and exactly what the problem is, and you either want the update forced today or a different free modem. Don't let them tell you otherwise. I was very firm, but polite and said if it isn't resolved I will put in a complaint.
@River-Bank Can you restart your modem and check the firmware version again about half an hour after it restarts and let us know if it updates automatically for you?
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I restarted the modem via the Gateway URL and its still the same firmware. I have rebooted it again but will give it until tomorrow. Now that I have confirmation that updated firmware is out, I'm feeling a lot more comfortable. I'll send an update tomorrow or sooner if the update occurs beforehand. Thank you for everyone's help.
Good News: I did what Shellock said and it finally updated. I have checked my Xbox and the 100% packet loss has now been completely reduced to 0%. I am now also able to log into the Xbox One's 360 emulator when playing backwards compatible games etc. It all works fine now. Yay!
I can confirm the following for anyone reading this:
Gateway Make Model: Arcadyan LH1000
Old Firmware Number: 0.05.04r
New Firmware Number: 0.06.07r (this one works correctly with Xbox One)
I manually restarted the router via the the gateway's user interface at web address http://192.168.0.1. Before logging in, this page also shows your modem's model number and firmware version. To log in, the default Username/password are ......admin/Telstra. You can change these of course.
'Go To Advanced'..........'Management'.........'System Reset' tab.......'Restart Device'.
Eventually after about an hour, the modem updated itself. I did actually restart it again within that period just to be sure. You'll know its updating because the green light on the modem will start flashing white .....then go orange.......and eventually back to green. I think I also lost internet connection during this update.
Thank you Shellock and Yastiandrie. I should've just posted here to begin with instead of spending hours with the online chat feature. Your assistance has been much appreciated.
Is anyone still having issues with this problem? I have spent all day on live chat, NBN technical support and Platinum. None of them appear to have any idea what they are doing. I have explained the issue, linked all of the thread, explained that the current firmware 0.05.04r needs to be upgraded to 0.06.07r, restarted the modem 3 times, reset the modem and still no resolution. I don't know where to go from here. Everyone I have dealt with at Telstra has no idea. It is definitely a modem issue as I can hotspot off my phone and not have any issues. I don't know where to go from here. Do I just go to the ombudsman??
The ability to force the firmware update by rebooting the modem was discontinued over the weekend. You will have to wait until it is your modems turn to receive the update. Your first step is lodge a complaint with Telstra by calling 132200 and when asked for reason of call say complaint or using the online complaints form. If complaint not successful contact TIO https://www.tio.com.au/consumers 1800 062 058
What a complete joke Telstra is.
This Gen2 modem was supposed to reduce support calls.
The Arcadian is a piece of garbage that wasnt tested properly before it was released.
Telstra have their head in the sand and denying there is an issue at all.
Honestly Telstra who is running your technical support area for NBN?
They should be sacked.
The answer is:
a) acknowledge the problem in a blog post or web page or whatever
b) provide a link to download the revised firmware or instructions on how to force a firmware update
This isnt rocket science.
Problem first raised 3 months ago, still not fixed.
Seriously moronic effort from Telstra.
And they have the gall to ask you to pay for Premium Support to fix a problem they created!!
This isnt rocket science.
Well, it is not rocket science, but it is not as simple as you might think... I used to work on firmware development (for something significantly more important and complex than modem/routers) and I know it is not easy... I am currently involved in software development project...
To be honest, it is a known fact, that fixing one bug, usually creates at least two new ones... Just kidding... NOT!
Anyway... I am sure those poor, underpaid software developers in unnamed country are doing their best...
Firmware started its normal general deployment cycle on Sunday night/ Monday morning. It starts off at 5k a night for the first few nights then ramps up
Sorry Iain, but you are just plain WRONG in this assertion.
It's typical tech-support BS to blame anyone else for the problem instead of taking ownership of it.
How do I know you're wrong? Because I've been helping a mate try to solve this issue for weeks. I'm a qualified hardware tech and network engineer, and I EASILY proved the modem is at fault.
With the Arcadyan Smart Modem Gen 2 TL1000, 100% packet loss for COD on Xbox.
Change back to the Telstra Frontier Gateway modem, 0% packet loss, and COD plays just fine.
So how can that be down to the COD servers? It's very clearly the Arcadyan modem that's at fault. As the newly released firmware upgrade (that my mate is still waiting on) has proven.
Also, this same modem bug causes massive packet loss on Telstra TV, to the point it's unwatchable. Changing back to the Frontier modem completely fixes the problem.
So maybe in future, stop being in such a hurry to pass the blame onto third parties, and actually try investigating the problem? Assuming, of course, that you're actually qualified to do so.. far too many so-called "tech-support" people have very little real IT skills, and just read off scripts on-screen in front of them.. are you one of them?
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