Had our Telstra Cable service migrated to NBN HFC mid Feb, and we've been having issues ever since. I tried calling 1800834273 for the Telstra NBN support but they don't work 24/7 and now I get put on indefinite hold due to the COVID19 issues in their call centers. I just need a NBN tech to come back and check out the lines, as I suspect either the provided Arris NBN modem or something in the NBN box outside our house is faulty.
I've tried hard resetting both Arris modem and the Telstra Smart Gen 2 Modem, didn't fix the issue and it still continuously drops out every 20 mins or so. This is making work from home extremely difficult. Anyone that can put me through to NBN or put a request through would be greatly appreciated!!
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Thanks for the quick reply GuiltySpark, that was the option I feared. Still on hold on that number for 50mins and counting... Hopefully I can get through to someone...
This might sound like a strange questions but do you have any iPhones connected to the modem? In some cases iPhones have caused the Gen 2 modem's to repeatedly reboot.
Unfortunately not, the Gen 2 modem is not being used for wireless access and we have a separate router for that. The Gen 2 modem actually is fine, but the Arris NBN modem is rebooting every 30 mins or so causing the Gen 2 modem to kick into 4G backup (which takes 5 mins, and by the time 4G is connected, the NBN connection is back).
Eventually got someone, but since I'm still at work they were not able to confidently pin point the issue without doing some onsite diagnostics. Will give it another go once I get back home, not looking forward to the hour long hold though.
My NBN drops out all the time. Tells me that it is looking for Networks, then says "on" and just as quickly drops out again. This week, have had no internet during commercial business hours!!!!
And if you go on to the Quick Chat, they are a few basic questions then try to put you onto some site where you are charged $5 ('fully refundable'. they say( to ask your question. Excuse me???????
Am in the same boat. Dropouts aren’t so bad but enough to be annoying and the switchover to wireless wan isn’t instantaneous and if your doing something everything stops to the switch.
since having NBN installed, our Foxtel service suffers from a lot of pixelation. Waiting on hold right now
i have the same problem! but its more like every 10-15 mins. Driving me insane. Please keep me updated on what the problem is if you find out. I am currently on hold to tech support, 2 hours and 15 minutes and still counting.