My Home Broadband/Modem is not letting me send/receive emails on Outlook or mail app on my iPhone.
My hotmail will work but not Gmail or 3rd Party domain.
I know it has something to do with my broadband/modem because if I use my phone's 4G (either direct on my phone or if I hotspot my laptop to phone 4G) it will work, or if I connect my phone/laptop to another wifi connection e.g. at my work, at another house, it works. The modem I use is the Netgear Gateway CG3100D-2
I called Telstra and sat on the phone for over an hour last week trying to sort it out, got to the point where they said they had logged it and would call back. I have not received a call back.
The below thread seems to show similar issues but it has been closed.
https://crowdsupport.telstra.com.au/t5/Home-Broadband/New-modem-Cannot-Get-Mail/td-p/311533
Solved! Go to Solution.
It does sounds like the IP of the bigpond connection has been blocked. Have you tried searching for your current IP on a site such as MXtoolbox here https://mxtoolbox.com/blacklists.aspx
If it is listed there should be options to unlist
You could also try leaving the modem off for at least a few hours (sometimes upto a day) as a Cable connection need some time before it renews an IP address.
- AlistairQWA
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Have you tried lowering the firewall settings in the CG3100D-2?
Firewall features are set to "off"
As the modem has been returned to factory defaults, and the Firewall settings are disabled and no other settings have been configured, The next thing that I would suggest checking is the email configuration settings. Are the incoming & outgoing ports configured for Gmail different to those configured for your Hotmail?
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It might be the public IP address of your connection is blacklisted. You could try disconnecting modem overnight and see if that fixes the problem. Cable IP addresses are sticky so it might not change. If WAN address doesn't change get Telstra support to reset your connection.
Hi macstructure,
I’ve passed this conversation on to our tech team who work between the hours of Monday-Friday 9am-5pm and they will follow this up as soon as they can. Thanks for your patience.
- Tim
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Hi Macstructure,
Sorry you haven't heard back yet - as it's a public holiday our Crowd Support tech team isn't available today. I recommend following up with our cable faults team on 133933 to discuss this further as it sounds like it may be an issue with the modem itself.
Let me know how you go with the call.
Telstra Platinum Tech Support
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It does sounds like the IP of the bigpond connection has been blocked. Have you tried searching for your current IP on a site such as MXtoolbox here https://mxtoolbox.com/blacklists.aspx
If it is listed there should be options to unlist
You could also try leaving the modem off for at least a few hours (sometimes upto a day) as a Cable connection need some time before it renews an IP address.
- AlistairQWA
Need help? Check out our Community Wiki or Support Portal || Looking for a new mobile? Order online today || Get help with any Tech at Home with Telstra Platinum || Don't forget to tag answers as Accepted Solutions and give a Like to the member(s) who helped you out.
All moderation actions are supported by the CrowdSupport Community Guidelines