CrowdSupport®
Highlighted
ThangBom
Level 1: Cadet

New NBN (HFC) - Have internet but no phone.

Smart Modem Gen 2. 

Internet works fine but not phone.

Phone connect directly to green port.

Phone LED is red.  

Status page at https://192.168.0.1 showing "Phone" is Disabled.

3x chats troubleshooting session going through factory reset modem, restarting to no avail.

In the last chat session, tech  told me it's the phone problem but I explained the phone works fine when connecting to the old Optus line.  Does this seem to be a provisioning problem and is there a way to escalate to the right person/group in Telstra?  Don't want to spend any more time on chat going over the same thing again.

Was this helpful?

  • Yes it was, thank you
  • No, I still need help
1 REPLY 1
Level 24: Supreme Being
Level 24: Supreme Being

Re: New NBN (HFC) - Have internet but no phone.

 If phone light is red then It could be a provisioning problem or a faulty modem. It is definitely not a faulty phone. Phone light should be green even with no phone plugged in. Suggest you lodge a complaint with Telstra. A complaint can be lodging using online form or ringing 132200 and when asked for reason say complaint.

Set it & forget it

With direct debit there’s no need to give paying your bill another thought.

Avoid queuing up and never worry about late fees again.

Setup direct debit