CrowdSupport®
Highlighted
Molly73
Level 1: Cadet

Telstra Smart Modem switched yesterday to Telstra mobile network

Answered

Now I have received a text asking me to switch it back.

But Im not sure how to do this ?

Please advise what I need to do ?

1 ACCEPTED SOLUTION

Accepted Solutions
Level 23: Superhero
Level 23: Superhero
Accepted Solution

Re: Telstra Smart Modem switched yesterday to Telstra mobile network

Hey @Molly73, looks like your fixed line connection is down, Id recommend checking for an outage here, if there isn't an outage I'd recommend checking all the cables are connected to your modem snugly, then disconnect the power from you modem, wait 30 seconds the reconnect it. Allow 5 mins for it to reconnect, if the online light doesn't go green I'd recommend calling through to support, 132200 for ADSL or Cable and 1800 834 273 for NBN. Alternatively you can start a chat with the team here
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

Was this helpful?

  • Yes it was, thank you
  • No, I still need help
7 REPLIES 7
Level 23: Superhero
Level 23: Superhero

Re: Telstra Smart Modem switched yesterday to Telstra mobile network

Hey @Molly73, are the Link and Online lights on top both green or the the Online light purple/magenta?
If both are green just ignore the text as there is a bug with the system that is being fixed. If you keep getting messages to contact reply back and let us know.
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.
Molly73
Level 1: Cadet

Re: Telstra Smart Modem switched yesterday to Telstra mobile network

Online light is purple 

Level 23: Superhero
Level 23: Superhero
Accepted Solution

Re: Telstra Smart Modem switched yesterday to Telstra mobile network

Hey @Molly73, looks like your fixed line connection is down, Id recommend checking for an outage here, if there isn't an outage I'd recommend checking all the cables are connected to your modem snugly, then disconnect the power from you modem, wait 30 seconds the reconnect it. Allow 5 mins for it to reconnect, if the online light doesn't go green I'd recommend calling through to support, 132200 for ADSL or Cable and 1800 834 273 for NBN. Alternatively you can start a chat with the team here
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

lamond1
Level 1: Cadet

Re: Telstra Smart Modem switched yesterday to Telstra mobile network


Now I have received a text asking me to switch it back.

But Im not sure how to do this ?

Please advise what I need to do ?  I have no idea.


 

lamond1
Level 1: Cadet

Re: Telstra Smart Modem switched yesterday to Telstra mobile network

I don't even know which box is the modem.
Level 23: Superhero
Level 23: Superhero

Re: Telstra Smart Modem switched yesterday to Telstra mobile network

Hey @lamond1, are you having an issue with your Smart Modem?
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.
Level 23: Superhero
Level 23: Superhero

Re: Telstra Smart Modem switched yesterday to Telstra mobile network

Hey @lamond1, this link https://www.telstra.com.au/broadband/extras/getwifi#gateways will provide and image of the Telstra Smart Modem and information on it.
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.

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