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Roflcopter13
Level 1: Cadet

Smart modem has no 4G

Started using the smart modem, but the 4G sim is not registering.   Sees 4G LTE on ch 28 and signal good.

How can this be resolved?

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7 REPLIES 7
Level 24: Supreme Being
Level 24: Supreme Being

Re: Smart modem has no 4G

It could be a faulty SIM or the SIM. You could try a factory reset of modem. If still not working ring support and report a fault.

Roflcopter13
Level 1: Cadet

Re: Smart modem has no 4G

Modem has been reset.  Has never registered since been configured.   VDSL is fine.

Level 24: Supreme Being
Level 24: Supreme Being

Re: Smart modem has no 4G

The 4G back only connects if main link is down. If you have a Gen 2 modem the mobile mode only turns green if main link is disconnected.

 

On Technicolor modem if you log in and go to Advanced > Mobile this is what you should see.

94DBAEB1-7CCE-4D70-9A49-DDCFF3BE1718.jpeg

 

On the Arcadyan if you log into modem and go to Advanced > Internet > LTE this is what you should see.

34742453-6A67-4CC8-9C5B-D29DCD71225B.jpeg

Roflcopter13
Level 1: Cadet

Re: Smart modem has no 4G

Screenshot_2019-10-28 Gateway2.pngScreenshot_2019-10-28 Gateway.pngScreenshot_2019-10-28 Gateway1.png

Level 24: Supreme Being
Level 24: Supreme Being

Re: Smart modem has no 4G

Have you contacted support? It looks like the SIM card has probably been incorrectly provisioned in the modem. I don't know of any settings in the modem that will fix the problem. Will probably need a modem or SIM card replacement.

 

See section 25 of document link at the end of this post for normal state of the 4G backup when main link is working.

 

Roflcopter13
Level 1: Cadet

Re: Smart modem has no 4G

Yep contacted support and got the " that is normal, and when there is no NBN, if it is not working, let us know...)

I`ll leave it broken,  is too draining interacting with "support"

Level 24: Supreme Being
Level 24: Supreme Being

Re: Smart modem has no 4G

You can simulate the NBN not working by disconnecting the modem's DSL port (FTTN and FTTB) or the WAN port for other types of NBN connections. If 4 G doesn't start working after 5 minutes then 4 G backup on modem is faulty. If you point this out to support and they still say 4 G is working as it should lodge a complaint. You can lodge a complaint by ringing 132200 and when asked for reason say complaint or use online form at link below.

 

https://say.telstra.com.au/customer/general/forms/Email-Complaint

 

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