PC10
Level 2: Rookie

No connection to internet with gen 2 smart modem

Had a power surge that resulted in damaged nbn modem. Replaced with a gen 2 smart modem. Unable to connect to internet on my pc. If ethernet cable is plugged into lap top there is no issue with connection.
Could there be changes to internet connections/protocols on pc as a result of power surge?

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21 REPLIES
Level 22: Superhuman
Level 22: Superhuman

Re: No connection to internet with gen 2 smart modem

What type of NBN connection do you have and what colour are the lights on the Telstra modem?
Although I am a Telstra Employee, I am not here in an official capacity. My opinions are my own and not that of Telstra's.
PC10
Level 2: Rookie

Re: No connection to internet with gen 2 smart modem

Fibre to the node. Green lights on all.
PC10
Level 2: Rookie

Re: No connection to internet with gen 2 smart modem

Sorry accepted solution ticked in error.
Level 22: Superhuman
Level 22: Superhuman

Re: No connection to internet with gen 2 smart modem

Id try factory resetting the modem.
Although I am a Telstra Employee, I am not here in an official capacity. My opinions are my own and not that of Telstra's.
Level 22: Superhuman
Level 22: Superhuman

Re: No connection to internet with gen 2 smart modem

Ive unmarked the solution as you've advised that it was ticked in error
Although I am a Telstra Employee, I am not here in an official capacity. My opinions are my own and not that of Telstra's.
PC10
Level 2: Rookie

Re: No connection to internet with gen 2 smart modem

Factory reset unfortunately hasn't resolved issue.
Level 24: Supreme Being
Level 24: Supreme Being

Re: No connection to internet with gen 2 smart modem

Open an elevated/administrator command prompt or PowerShell and type the following. (Windows 8/10 you can rightclick on the start menu and find it. Windows 7 you can search for 'cmd' at the bottom of the start menu then right click on cmd.exe and hit 'open as administrator).


netsh winsock reset (then hit enter)
netsh int ip reset (hit enter)


Then reboot the computer and see if that fixes it
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
PC10
Level 2: Rookie

Re: No connection to internet with gen 2 smart modem

Issue not resolved.
netsh int ip reset gave following message in cmd.exe
Echo, Global & Interface reset failed.
No user specified settings to be reset.
Level 24: Supreme Being
Level 24: Supreme Being

Re: No connection to internet with gen 2 smart modem

Those responses are expected there so its nothing to worry about.

What version of windows are you using?
Do you have a little icon on your task bar that looks like a little computer monitor with a cord on the side (should be near where the time is)? If so, put your mouse over the top of it (don't click) and post what the little popup box says in it
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
PC10
Level 2: Rookie

Re: No connection to internet with gen 2 smart modem

Don't laugh too hard. Vista.
Level 24: Supreme Being
Level 24: Supreme Being

Re: No connection to internet with gen 2 smart modem

Heh pretty sure with vista the icon looks like two computer monitors with one behind the other. Pretty sure it was still display the same info i was looking for
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
PC10
Level 2: Rookie

Re: No connection to internet with gen 2 smart modem

Vista home premium. Service pack 2.
Behind two monitors icon when I hover states currentlt connected to Unidentified network. Access, local only.
The unidentified network appears in network and sharing centre between my pc and internet.
Level 23: Superhero
Level 23: Superhero

Re: No connection to internet with gen 2 smart modem

Could you check if your PC is set to use DHCP.

 

  1. Open Windows Start menu.
  2. Open Control Panel.
  3. From the list on the left, select Classic view
  4. Open Network and Sharing Center
  5. From the list on the left, click Manage Network Connections.
  6. Right-click on the connection you use and select Properties.

This opens the Properties window.

  1. In the Networking tab, highlight Internet Protocol Version 4 (TCP/IP v4) and click Properties.
  2. Check that Obtain IP address Automatically is selected.

Also could you post the Network settings

 

  1. Open Windows Start menu.
  2. Open Control Panel.
  3. From the list on the left, select Classic view
  4. Open Network and Sharing Center
  5. From the list on the left, click Manage Network Connections.
  6. Right-click on the connection you use and select Status
  7. Click on Details
PC10
Level 2: Rookie

Re: No connection to internet with gen 2 smart modem

DHCP is enabled.
What exactly do you require from Network Connection Details?
Level 23: Superhero
Level 23: Superhero

Re: No connection to internet with gen 2 smart modem

IPv4 address

IPv4 Subnet Mask

IPv4 default gateway

IPv4 DHCP server

IPv4 DNS server

 

 

PC10
Level 2: Rookie

Re: No connection to internet with gen 2 smart modem

IPv4 address: 169.254.188.116
IPv4 Subnet Mask: 255.255.0.0
IPv4 default gateway: Vacant
IPv4 DHCP server: Vacant
IPv4 DNS server: Vacant
Level 23: Superhero
Level 23: Superhero

Re: No connection to internet with gen 2 smart modem

That looks like the WAN IP address of the modem instead of a normal LAN address. Try setting up a static IP address on the PC.

 

  1. Open Windows Start menu.
  2. Open Control Panel.
  3. From the list on the left, select Classic view
  4. Open Network and Sharing Center
  5. From the list on the left, click Manage Network Connections.
  6. Right-click on the connection you use and select Properties.

This opens the Properties window.

  1. In the Networking tab, highlight Internet Protocol Version 4 (TCP/IP v4) and click Properties.
  2. Check Use the following IP address
    .Use the following settings
    IPv4 address: 192.168.0.70
    IPv4 Subnet Mask: 255.255.255.0
    IPv4 default gateway: 192.168.0.1
    IPv4 DHCP server: 192.168.0.1
    IPv4 DNS server: 8.8.8.8

 

 

PC10
Level 2: Rookie

Re: No connection to internet with gen 2 smart modem

The network and sharing centre now looks how it should with PC to network 2, and shows connection to internet. But browser or email not working.
I rebooted modem and pc, still not resolved.
Modem works with lap top.
Time to replace this 12 year old pc I thinks!
Thanks for your help.
Level 23: Superhero
Level 23: Superhero

Re: No connection to internet with gen 2 smart modem

Did you disconnect and reconnect Ethernet cable after setting up static address? If still not working could try uninstalling and then reinstalling the network adapter.driver.
https://kb.wisc.edu/page.php?id=58029

If still not working then it looks like the power surge has damaged the Ethernet adapter. If you wish to keep PC you could install a PCI plug in Ethernet card or buy a USB WiFi adapter.

PC10
Level 2: Rookie

Re: No connection to internet with gen 2 smart modem

Yes did do all that actually. PC not worth spending money on. Thanks.
Level 24: Supreme Being
Level 24: Supreme Being

Re: No connection to internet with gen 2 smart modem

Thanks @cf4 for picking up on my train of thought

The only other thing I can think of to try is manually adjusting your ethernet adapters max speed to 100mbit or 1gbit full duplex instead of it trying to auto negotiate. It can be a bit tricky to do and the instructions can be slightly different depding on the manufacturer but here's a rough guide if you want to take a shot

https://www.dell.com/support/article/au/en/audhs1/sln132500/how-to-manually-specify-speed-and-duplex...
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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