Home broadband/Modem not letting me send/receive emails on Outlook or iPhone

[macstructure]

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

[cf4]

Have you tried factory resetting the modem? The CG3100F modems have a habit of blocking emails and a factory reset normally fixes the problem.

To reset modem
- clicking on the following link: http://192.168.0.1
- logging in with the admin as the username and password
- from the left hand menu click on Set Password and from here you will see the option to restore to factory settings.
See https://crowdsupport.telstra.com.au/t5/Modems-Hardware/Factory-Default-Netgear-CG3100D/m-p/172270

[macstructure]

I have tried direct from the modem (paper clip into the hole). I will try via the above.
My IT guy spent about 1.5 hours last week trying a lot of things but couldn't get anything to work.

[343GuiltySpark]

Did they give you a TT 1- number as a reference for that call?

[macstructure]

No they didn't, I have called them in the past and received a reference number. But they did not explicitly give me one this time (perhaps I should have asked).

[343GuiltySpark]

Well whenever troubleshooting is done a trouble ticket is opened. Raising an escaltion to the level 2 team is also done through trouble tickets and generally respond within 3-5 business days

[macstructure]

Did the factory reset via the Netgear Gateway setting page as per above- still no luck.
I have read in the other thread (the link I posted) some people seem to have solved by having Telstra disconnect/reconnect on their end. Others have had to replace their modem.

[cf4]

Have you tried lowering the firewall settings in the CG3100D-2?

[macstructure]

Okay cheers. They did check my phone number was still correct and it probably hasn't quite been 3-5 business days yet. I'll wait and see if they call back.

[macstructure]

Firewall features are set to "off"

[Shellock]

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? 

[macstructure]

Hotmail is MS Exchange
Both Gmail and my other account are IMAP.

As I said. When I connect to another wifi (eg at work) or to my phone 4G, all emails work. Just not when connected to home broadband wifi

[cf4]

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.

[Yastiandrie]

Cable Assurance FoH would not be able to intentionally force an IP jump.. Much easier to use the bridge/unbridge method (disable wifi on modem, then bridge it, then factory reset it or turn NAT mode back on).

CG3100D's also have been known to do this as well at random and the only solution was a replacement/new modem. Given it would be well out of warranty it wouldn't be replaced for free

[macstructure]

It seems from this thread and others that it is most likely a faulty modem and given I have not heard back from Telstra after being told they acknowledged there is an issue and they would call back, they have put it in the too hard basket.

[TimmyT]

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

[macstructure]

Hi Tim

Haven't heard from the tech team. How long would it typically take to hear something?

[PlatinumSupport]

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.

[macstructure]

Rang the number 133933 on the 27 April and they said they had passed it up to level 2 support and would call back in 1-2 business days. Still haven't heard anything so I'm not sure this level 2 support exists. When I first called over a month ago I was told the same thing and never heard anything. Had to call again and spend another hour explaining the situation and getting passed around different teams until someone finally told me it was being escalated to Level 2.
I have a reference number INT1-1508413358502. My patience is wearing thing thinking it may just be easier and cheaper to cancel all my Telstra internet and phone accounts and go to another provider I've spent too much time and money trying to sort this.

[AlistairQWA · Accepted 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

[macstructure]

Thanks- yes it came up as blacklisted.
I will try turning off the modem for a day and see if it renews the IP address

[macstructure · Accepted solution]

Success!
IP address came up as blacklisted. Unplugged the modem for 24 hours and restarted as well as factory reset.
Can now send/receive emails from all of my email accounts.
Thanks AlistairQWA
Really poor support from the 133933 tech support phone centre and a very painful month trying to fix it but at least it is sorted for now