Gidgeepost73
Level 1: Cadet

NBN

Answered
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
1 ACCEPTED SOLUTION

Accepted Solutions
Level 22: Superhuman
Level 22: Superhuman
Accepted Solution

Re: NBN

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 start a Secure Chat , try the Online Troubleshooter, Outage Check or Complaint.

Full Disclosure as part of Telstras Social Media Code.

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15 REPLIES 15
Level 22: Superhuman
Level 22: Superhuman
Accepted Solution

Re: NBN

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 start a Secure Chat , try the Online Troubleshooter, Outage Check or Complaint.

Full Disclosure as part of Telstras Social Media Code.

Level 20: Director
Level 20: Director

Re: NBN

@Gidgeepost73 What has Bigpond tech support said?

Mmmmm... hot pineapple donut and a coffee!
Level 24: Supreme Being
Level 24: Supreme Being

Re: NBN

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?

Level 21: Augmented

Re: NBN

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
Level 3: Gumshoe

Re: NBN

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!
Level 24: Supreme Being
Level 24: Supreme Being

Re: NBN

Has a tech been out to check the line?
akoini
Level 1: Cadet

Re: NBN

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.
Level 22: Superhuman
Level 22: Superhuman

Re: NBN

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 start a Secure Chat , try the Online Troubleshooter, Outage Check or Complaint.

Full Disclosure as part of Telstras Social Media Code.

Level 20: Director
Level 20: Director

Re: NBN


@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.

Mmmmm... hot pineapple donut and a coffee!
DiFish6
Level 3: Gumshoe

Re: NBN

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!!
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DiFish6
Level 3: Gumshoe

Re: NBN

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!!!
Support Team
Support Team

Re: NBN

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. 

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DiFish6
Level 3: Gumshoe

Re: NBN

OMG - how many times do I need to complain to my ISP (YOU)????? You never fix the problem!!!!
Level 24: Supreme Being
Level 24: Supreme Being

Re: NBN


@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

 

Level 20: Director
Level 20: Director

Re: NBN

@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

 

 

 

Mmmmm... hot pineapple donut and a coffee!

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