CrowdSupport®
Highlighted
KNJOSEFSKI
Level 1: Cadet

Nbn unable to connect

Answered
Have just plugged in my telstra gateway nbn modem. Am unable to connect via adsl until my nbn is connected.
On top of the modem I have a green (link light); a blue (online light); and no light on phone.
Unable to connect the computer or phones through wifi says that there is no internet connection.
1 ACCEPTED SOLUTION

Accepted Solutions
Level 25: The Singularity
Level 25: The Singularity
Accepted Solution

Re: Nbn unable to connect

First things first. Did you already have an existing ADSL connection at the premises? NBN is not ADSL, it is VDSL. So remove any ADSL filters that you may have.

 

First thing to try is to factory reset the modem. This will clear it back to it's original state and remove any settings that may not be correct. There is a little indented button that you need to push with a paperclip or similar for 10 or so seconds. Give it 15 minutes after it restarts to reregister on the system.

 

Then, log in to the homepage of your modem and go into the advanced settings and then to the DSL status page. There is a line stating the connection type. It will either be VDSL (for NBN) or ADSL. If it is VDSL then it should connect automatically.

 

If it is ADSL, then you will need to enter your Username and Password (like what was entered for your old ADSL service) and it should connect to your existing ADSL service.

Never be afraid to back yourself when trying new things, just always make sure you have 3 escape routes if things go wrong.

Was this helpful?

  • Yes it was, thank you
  • No, I still need help
3 REPLIES 3
Level 25: The Singularity
Level 25: The Singularity
Accepted Solution

Re: Nbn unable to connect

First things first. Did you already have an existing ADSL connection at the premises? NBN is not ADSL, it is VDSL. So remove any ADSL filters that you may have.

 

First thing to try is to factory reset the modem. This will clear it back to it's original state and remove any settings that may not be correct. There is a little indented button that you need to push with a paperclip or similar for 10 or so seconds. Give it 15 minutes after it restarts to reregister on the system.

 

Then, log in to the homepage of your modem and go into the advanced settings and then to the DSL status page. There is a line stating the connection type. It will either be VDSL (for NBN) or ADSL. If it is VDSL then it should connect automatically.

 

If it is ADSL, then you will need to enter your Username and Password (like what was entered for your old ADSL service) and it should connect to your existing ADSL service.

Never be afraid to back yourself when trying new things, just always make sure you have 3 escape routes if things go wrong.
Level 24: Supreme Being
Level 24: Supreme Being

Re: Nbn unable to connect

ADSL connections requires the modem to have the correct user name and password. New modems have a generic user name and password. To set the correct user name and password open a WEB browser and log into modem and go to Broadband. Enter your correct username (Usually your complete primary email address) and password. Address of gateway is either http://10.0.0.138 or http://192.168.0.1. If asked for password default password is admin.

Support Team
Support Team

Re: Nbn unable to connect

Hi @KNJOSEFSKI

 

Are you currently waiting on a transition from ADSL to NBN?

Need help? Check out our Community Wiki or Support Portal || Looking for a new mobile? Order online today || Get help with any Tech at Home with Telstra Platinum || Don't forget to tag answers as Accepted Solutions and give a Like to the member(s) who helped you out.

All moderation actions are supported by the CrowdSupport Community Guidelines

Telstra Smart Modem

Plug in and connect in minutes. Smart.

Find out more
Find out more about the Telstra 24x7 App ×
Manage your services and take advantage of offers while you’re out and about with the Telstra 24x7® App Find out more
Earn points on our new rewards program and enjoy tier benefits like discounted movie tickets and moreFind out more

Need a hand or want to share your expertise?
Register for CrowdSupport and get involved

Register now