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APM_Telstra
Level 2: Rookie

Unstable upload when downloading (On Telstra Cable)

I have a problem in which my upload becomes unstable when downloading, sometimes the upload becomes stable after the download is finished and sometimes it stays unstable and the only way to fix it is to restart the cable adapter.

 

I have the Telstra Smart Modem and the cable adapter (I think it's the CM450 and I also think it may be the cause of this problem).

 

Has anyone else had similar issues? and does anyone know of a way to fix this?

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9 REPLIES 9
Level 24: Supreme Being
Level 24: Supreme Being

Re: Unstable upload when downloading (On Telstra Cable)

Post your modem RF stats:
On a Cable Home Network Gateway
(CG3100D):
http://192.168.0.1/ > Connection (Under Maintenance)

On a Cable Gateway Max
(C6300BD):
http://192.168.0.1/ > Advanced > Broadband Connection > Connection Settings

On a Cable Adapter + Gateway Setup
(CM450. You will need to plug directly into the adapter with Ethernet):
http://192.168.100.1/ > Broadband Connection > Connection Settings

Default Username/password: admin/password
You're looking for Frequencies, Power Levels, SNR, etc

I am a Premium Services Support Consultant (Telstra Platinum, Telstra Smart Home, Locator/Device Locator and Neto POS). However, I am not an official representative on CrowdSupport.

IT Helpdesk and Technicial Support by Telstra Platinum
Smart Home Automation & Monitoring from Telstra
Helping Australians Find the Things that Matter Most with Telstra Locator
Run a Modern Retail Business with Neto Point of Sale
APM_Telstra
Level 2: Rookie

Re: Unstable upload when downloading (On Telstra Cable)

https://imgur.com/a/tFf9LBB

That's a picture of the Connection Settings page
Level 24: Supreme Being
Level 24: Supreme Being

Re: Unstable upload when downloading (On Telstra Cable)

Certainly nothing wrong with the connection stats, though you could try a frequency hop by leaving the coaxial unplugged from the wall socket for 5-10 minutes (If you have FOXTEL plugged into another socket this will need to be removed as well as it can keep a connection 'live')

Barring that it could be a modem issue. Wouldn't hurt to factory reset it as well

I am a Premium Services Support Consultant (Telstra Platinum, Telstra Smart Home, Locator/Device Locator and Neto POS). However, I am not an official representative on CrowdSupport.

IT Helpdesk and Technicial Support by Telstra Platinum
Smart Home Automation & Monitoring from Telstra
Helping Australians Find the Things that Matter Most with Telstra Locator
Run a Modern Retail Business with Neto Point of Sale
APM_Telstra
Level 2: Rookie

Re: Unstable upload when downloading (On Telstra Cable)

reset the modem or cable adapter?
Level 24: Supreme Being
Level 24: Supreme Being

Re: Unstable upload when downloading (On Telstra Cable)

The adapter to start with. I agree that it could be the source of the issue
I am a Premium Services Support Consultant (Telstra Platinum, Telstra Smart Home, Locator/Device Locator and Neto POS). However, I am not an official representative on CrowdSupport.

IT Helpdesk and Technicial Support by Telstra Platinum
Smart Home Automation & Monitoring from Telstra
Helping Australians Find the Things that Matter Most with Telstra Locator
Run a Modern Retail Business with Neto Point of Sale
APM_Telstra
Level 2: Rookie

Re: Unstable upload when downloading (On Telstra Cable)

ok I'll give that a try but it might take some time to see if it worked since this problem is sometimes hard to replicate (well at least the unstable upload part)
Level 24: Supreme Being
Level 24: Supreme Being

Re: Unstable upload when downloading (On Telstra Cable)

no worries
I am a Premium Services Support Consultant (Telstra Platinum, Telstra Smart Home, Locator/Device Locator and Neto POS). However, I am not an official representative on CrowdSupport.

IT Helpdesk and Technicial Support by Telstra Platinum
Smart Home Automation & Monitoring from Telstra
Helping Australians Find the Things that Matter Most with Telstra Locator
Run a Modern Retail Business with Neto Point of Sale
APM_Telstra
Level 2: Rookie

Re: Unstable upload when downloading (On Telstra Cable)

All the things above did not fix the problem, so I called Telstra and after explaining to them a few times that restarting the cable adapter fixed the problems I was having they finally agreed to send out a new one.
Level 24: Supreme Being
Level 24: Supreme Being

Re: Unstable upload when downloading (On Telstra Cable)

Hopefully everything goes back to normal
I am a Premium Services Support Consultant (Telstra Platinum, Telstra Smart Home, Locator/Device Locator and Neto POS). However, I am not an official representative on CrowdSupport.

IT Helpdesk and Technicial Support by Telstra Platinum
Smart Home Automation & Monitoring from Telstra
Helping Australians Find the Things that Matter Most with Telstra Locator
Run a Modern Retail Business with Neto Point of Sale

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