Level 1: Cadet

Mobile Backup (LTE) has stopped functioning (Smart Gen 2)


As of a week or so ago I have been using the backup feature on the smart gen 2 modem as I'm currently getting the ADSL plug repaired at my residence, but it seems I've ran into an issue as I no longer get a connection, all the lights on the modem and green (Mobile Mode, Mobile Signal and Online) but I receive no connection and have the small yellow 'no internet' sign on my device, I ran through the logs of the modem and came across two messages that may be of interest;

01.01.2018 00:03:06 [464XLAT] no dns query response !
01.01.2018 00:03:47 NTP: Unable to sync time with time server.

I hope somebody can help me resolve this ASAP as I really need a stable connection for work purposes.

P.S, I accidentally posted this in the wrong session, if it could be moved that would be much appreciated.

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Support Team
Support Team

Re: Mobile Backup (LTE) has stopped functioning (Smart Gen 2)

Hi bonnie2016,


Thanks for reaching out, I'm sorry to hear you're experiencing  connectivity issues with your modem. Understanding you are currently utilising the 4G back-up while awaiting repair of the ADSL plug. Have you tried rebooting or has it been this way since you tried rebooting?



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Level 24: Supreme Being
Level 24: Supreme Being

Re: Mobile Backup (LTE) has stopped functioning (Smart Gen 2)

If the modem is used on 4G backup for extended period of time the the 4G backup first gets throttled to 256 Kbps and if continued to be used gets disabled. When this happens you need to ring support and ask them to submit a web form to have throttling of 4G backup removed and 4G backup and 4 G backup reconnected.


One other thing to check is that you have the correct username and password entered in the modem’s Basic > Broadband PPPOE Settings.

Level 24: Supreme Being
Level 24: Supreme Being

Re: Mobile Backup (LTE) has stopped functioning (Smart Gen 2)

Was this a reported fault or were you getting the socket repaired by a third party?
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