Solved: Re: NBN - Telstra Crowdsupport

Gidgeepost73

Hi, does anyone else have trouble with nbn. Since the change over I have been having trouble with it dropping out and constantly losing the phone. I also can’t get my printers to connect and have no computer to connect to printer

343GuiltySpark

In regards to the printers, have they been connected to your new wifi?

In regards to the drops, what types of NBN do you have and please post your modem stats:
On a Premium Home Network Gateway, T-Gateway, Gateway Max, or Gateway Max 2
(TG587, TG797, TG799, TG800):
http://10.0.0.138/ > Advanced > Broadband

On a Telstra Gateway
(Sagemcom F@st 5355):
http://10.0.0.138/ > Advanced > Gateway Settings > Device Info > General > xDSL (Bottom of Page)

On a Frontier Gateway
(DJN2130):
http://192.168.0.1/ > Advanced > Broadband

Default password is generally 'admin'
You're looking for line rates, power levels, attenuation etc

For Official Support Chat Now, try the Online Troubleshooter, check for Outages or Raise a Complaint.

Full Disclosure as part of Telstras Social Media Code.

I work for Telstra as a Complex Customer Support Specialist in the following products.
Telstra Platinum, Telstra Business Services, Telstra Smart Home, Velocity, Locator and NBN faults.
I'm not here in an official capacity, I just like fixing things and respond in my own time when I can.
Include "@343GuiltySpark" in your reply to get my attention if you're after me specifically.
My opinions are my own and not that of Telstra's, just so we're all on the same page.

View solution in original post

343GuiltySpark

In regards to the printers, have they been connected to your new wifi?

In regards to the drops, what types of NBN do you have and please post your modem stats:
On a Premium Home Network Gateway, T-Gateway, Gateway Max, or Gateway Max 2
(TG587, TG797, TG799, TG800):
http://10.0.0.138/ > Advanced > Broadband

On a Telstra Gateway
(Sagemcom F@st 5355):
http://10.0.0.138/ > Advanced > Gateway Settings > Device Info > General > xDSL (Bottom of Page)

On a Frontier Gateway
(DJN2130):
http://192.168.0.1/ > Advanced > Broadband

Default password is generally 'admin'
You're looking for line rates, power levels, attenuation etc

For Official Support Chat Now, try the Online Troubleshooter, check for Outages or Raise a Complaint.

Full Disclosure as part of Telstras Social Media Code.

I work for Telstra as a Complex Customer Support Specialist in the following products.
Telstra Platinum, Telstra Business Services, Telstra Smart Home, Velocity, Locator and NBN faults.
I'm not here in an official capacity, I just like fixing things and respond in my own time when I can.
Include "@343GuiltySpark" in your reply to get my attention if you're after me specifically.
My opinions are my own and not that of Telstra's, just so we're all on the same page.

View solution in original post

Ozmoz

@Gidgeepost73 What has Bigpond tech support said?

Someone keeps putting vegetables in my beer crisper

cf4

What model printer do you have?
The phone and internet should not drop out. If it is dropping out several times a day then there is a fault and I would ring Telstra NBN support. When the NBN drops out does the link light change colour on the gateway?

ForensicsGuru

With NBN, people usually get new modem. And that means new SSID for WiFi unless people are savvy enough to change it. So, I have now seen one too many people complaining about their printers not working for a very simple reason - their printers are still trying to connect to old router... Just make sure you connect your WiFi printer to your new router's SSID and voila...

DISCLAIMER: I do not work for Telstra or any other ISP. I never did. I have wealth of practical knowledge in Computer Security and Forensic Computing. I have been in the field since 1985.

Likes (formerly Kudos) and solutions are appreciated!!!
The comments expressed by me reflect my user experience and personal opinion.

DiFish6

Welcome to the NBN!!!! Two and a half years of daily drop-outs!!! I'm onto my third modem and it's the worst of the three!

cf4

Has a tech been out to check the line?

akoini

I'm also having the same problem and it's so frustrating, feel like smashing the modem. It's not the modem's fault, so I won't.

Thinking of moving to another provider but thought it wouldn't matter if it's with Telstra or Optus since the problem is with NBN, would that be right?
What option do we have if the area we are in only has NBN as an option? They won't let us go back to ADSL. Ringing the tech support doesn't make a difference. Rang tech support so many times and reading some of the previous posts it's just a waste of time. I need the internet though so what to do?

Does Telstra offer a wireless connection that we can switch on to when drop outs happen? But I wouldn't be paying extra.

343GuiltySpark

If there is a line fault causing drops will most likely occur with other providers. What lights change on your modem when the connection drops?

For Official Support Chat Now, try the Online Troubleshooter, check for Outages or Raise a Complaint.

Full Disclosure as part of Telstras Social Media Code.

I work for Telstra as a Complex Customer Support Specialist in the following products.
Telstra Platinum, Telstra Business Services, Telstra Smart Home, Velocity, Locator and NBN faults.
I'm not here in an official capacity, I just like fixing things and respond in my own time when I can.
Include "@343GuiltySpark" in your reply to get my attention if you're after me specifically.
My opinions are my own and not that of Telstra's, just so we're all on the same page.

Ozmoz

@akoiniwrote:

Does Telstra offer a wireless connection that we can switch on to when drop outs happen? But I wouldn't be paying extra.

@akoini The Telstra Smart Modem (Or Frontier modem) has a 3G/4G backup when the NBN drops out. Its only 6Mbps, but its better than nothing.

The usage comes out of your monthly quota.

Someone keeps putting vegetables in my beer crisper

DiFish6

Yes Telstra has a modem with a backup wireless sim, and yes it is extra! Wrote to NBN and they said we need to make sure that our problems are escalated at the providers end to get them involved. So all these years of complaining to Telstra and receiving just another modem to temporarily fix the problem has never been passed onto the NBN team. They have no record of any problems!!!!! Time to start yelling again at Telstra!!

DiFish6

Yes several times!! And they all say the same thing - there's nothing wrong with the line, so they give me another modem. grrrr. My complaints apparently have never been passed onto the NBN team - 2 and a half years of complaining and not one complaint passed onto the NBN!!! How can they fix a problem if they are not made aware of it - Telstra has a lot to answer to!!!

Cas-Ra

Hi @DiFish6 for any connection related concerns you would contact your chosen ISP and not NBN Co directly for support. We are happy to assist via 1800 TFIBRE 24x7 for your Telstra NBN issues.

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

DiFish6

OMG - how many times do I need to complain to my ISP (YOU)????? You never fix the problem!!!!

cf4

@DiFish6wrote:
Yes several times!! And they all say the same thing - there's nothing wrong with the line, so they give me another modem. grrrr. My complaints apparently have never been passed onto the NBN team - 2 and a half years of complaining and not one complaint passed onto the NBN!!! How can they fix a problem if they are not made aware of it - Telstra has a lot to answer to!!!

Was it a NBN Technician or a Telstra Technician who checked the line?

Could please post your gateways DSL diagnostics.

TG799 and TG800
http://10.0.0.138 > advance > broadband > DSL Diagnostics

Telstra Frontier (DJN2130) or Telstra Smart Modem (DJA0230)
http://192.168.0.1 > Advanced > Broadband > DSL Diagnostics

Telstra Gateway (Sagemcom F@st 5355)
http://10.0.0.138 > Advanced > Gateway Settings > Dev Info > Statistics > WAN 1 - xDSL Password is admin

Ozmoz

@DiFish6 Can you post your modem info as requested by @cf4 so we can see what may be happening for ourselves?

How to retrieve modem stats

Someone keeps putting vegetables in my beer crisper

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