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macak
Level 2: Rookie

Telstra Smart Modem Gen 2 not connecting to cable internet

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I just installed Smart Modem Gen 2 and it is on mobile network the whole time. Calls to Telstra Platinum were sheer waste of time telling me there is an outage in my area when my old Gateway Max worked fine 10 minutes earlier. Any help is greatly appreciated

1 ACCEPTED SOLUTION

Accepted Solutions
Level 24: Supreme Being
Level 24: Supreme Being
Accepted Solution

Re: Telstra Smart Modem Gen 2 not connecting to cable internet

The problem is probably due to the cable adapters MAC address not being registered against your connection. Ring support and ask for cable activation. There should be a label on the cable adaptor with the MAC address printed on it.

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4 REPLIES 4
Level 24: Supreme Being
Level 24: Supreme Being
Accepted Solution

Re: Telstra Smart Modem Gen 2 not connecting to cable internet

The problem is probably due to the cable adapters MAC address not being registered against your connection. Ring support and ask for cable activation. There should be a label on the cable adaptor with the MAC address printed on it.

macak
Level 2: Rookie

Re: Telstra Smart Modem Gen 2 not connecting to cable internet

That was it. Thanks, all sorted out now
Bazza16
Level 3: Gumshoe

Re: Telstra Smart Modem Gen 2 not connecting to cable internet

Can this be a similar proplem for NBN modems as well?
Telstra (Retired)
Telstra (Retired)

Re: Telstra Smart Modem Gen 2 not connecting to cable internet

@Bazza16 - The above issue is specific to BigPond Cable services. If your NBN service is not connecting and is reverting to the back-up, please contact Tech Support on 1800 834 273 or via Live Chat where they can access your service details and assist further.

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