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freshmint
Level 2: Rookie

Mobile Mode light is off on smart modem gen2 but no internet

Answered
Hi,
Telstra technician just helped me connect the cable and smart modem gen2 yesterday, and he told me the cable was not active so I have to use the 4G mobile mode to use Internet.
It was good until this afternoon, the mobile mode light kept “off” status (I am sure that light was in “on” yesterday), I thought the cable has been actived but I still cannot use internet till now.
The lights status on the back of the modem are listed below:

Online: solid green
Wan/DSL: solid green
Mobile Mode: off
Mobile Signal: orange sometimes green
Phone: off because no phone connected
Main light: solid green (yesterday solid blue when Its on mobile mode)

Now I am confused with the mobile mode, because the technician told me when there is no cable connected, the modem will switch to mobile mode automatically.
So anyone please show me how to use the mobile mode manually? at least I can use internet before the cable is activated. Thanks a lot!!!
1 ACCEPTED SOLUTION

Accepted Solutions
Level 24: Supreme Being
Level 24: Supreme Being
Accepted Solution

Re: Mobile Mode light is off on smart modem gen2 but no internet

You could disconnect the WAN port on the modem to force modem onto 4G backup. The main connection might not be working because MAC address of the cable adapter has not been registered. There is a label on the cable adapter with the MAC address printed on it. To registerMAC address ring support and ask for cable activation.

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8 REPLIES 8
Level 22: Superhuman
Level 22: Superhuman

Re: Mobile Mode light is off on smart modem gen2 but no internet

The mobile mode is automatic - it looks like your cable connecting may be active with the lights being green as you have described. Were you given an order number like 1-1 and the date the service should be active?
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Level 24: Supreme Being
Level 24: Supreme Being
Accepted Solution

Re: Mobile Mode light is off on smart modem gen2 but no internet

You could disconnect the WAN port on the modem to force modem onto 4G backup. The main connection might not be working because MAC address of the cable adapter has not been registered. There is a label on the cable adapter with the MAC address printed on it. To registerMAC address ring support and ask for cable activation.
freshmint
Level 2: Rookie

Re: Mobile Mode light is off on smart modem gen2 but no internet

So many thanks mate, I've solved my problem by using your method - disconnect the WAN port, and now I am on 4G Backup mode (mobile mode) for a couple of days, still waiting for the cable connection.
I still have a confusion of the modem which is when I connect the WAN cable from cable adaptor to modem, the main light of modem will switch to green from blue, and the light of "mobile mode" will be off, Telstra stuff told me that means cable is connected, but the truth is that I still cannot use the internet.
I followed the Telstra technical support, tried to disconnect the WAN cable and then reconnect, still, no internet, every light of cable adaptor and modem work in the correct color.
I've registered my adaptor online (the technical support told me)
so how do you think this issue?
Cheers
Level 24: Supreme Being
Level 24: Supreme Being

Re: Mobile Mode light is off on smart modem gen2 but no internet

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.

Highlighted
freshmint
Level 2: Rookie

Re: Mobile Mode light is off on smart modem gen2 but no internet

Thank you, I've checked the firmware is currently 0.05.04r, but how to update? I cannot find through Google. And I don't have any wifi extender or network switch connect with the modem.
Cheers
Telstra (Retired)
Telstra (Retired)

Re: Mobile Mode light is off on smart modem gen2 but no internet

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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Level 24: Supreme Being
Level 24: Supreme Being

Re: Mobile Mode light is off on smart modem gen2 but no internet

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.

mrSneezy
Level 3: Gumshoe

Re: Mobile Mode light is off on smart modem gen2 but no internet

In my case I never got a redirect to the captive portal to do cable registration until I removed the 4G SIM from the router and rebooted it. freshmint might be in the same boat.
Sneezy

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