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Try powering off modem for a few minutes and the powering modem back on. If phone light still red try a factory reset. The reset button is located on back of modem near LAN port 2 on the Gen 2 modem, to reset modem press for at least 10 seconds using a bent paper clip or similar device. Modem will reboot. If phone light still red contact Telstra NBN assurance 1800834273.