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What modem do you have? Is it the Arcadyan (LH1000) version of Gen 2 Smart modem? There is a firmware update (06.07R) for the Arcadyan modem that could fix the problem. The software version of the Arcadyan modem can be checked by logging into modem and going to Advanced > Info Summary.
If you have the Arcadyan modem and a network switch or wifi extender connected to the modem try disconnecting these and see if the internet works on the main connection.
As the Mobile Mode is off, but you are still not able to access the internet, this would indicate that your Cable Adaptor is stuck in the captive portal. As you advised in your original post that you are only recently connecting to the Cable network, this makes sense.
If you haven't done so already, please contact our accounts team who will be able to follow up on the activation of this new service. In the meantime, you should still be able to connect to the 4G back-up if you disconnect it from the Cable Adaptor until this is resolved.
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There is no way for you to manually update the modem. It occurs automatically. If you don't have any switches or access points connected the firmware is unlikely to be the cause of no internet. More likely to be the MAC address of adapter not being registered.
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