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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.

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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.

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