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If internet is dropping out and yellow light coming on it sounds like a intermittent fault with your connection and you will need to ring support or use trouble shooting tool
Check the settings on all your devices and make sure that some of them are trying to connect on the same IP address. Also, check the DNS settings on your devices.
I have most of my devices at home on static IP addresses (write a list of them if you do that) with the DNS manually assigned to 8.8.8.8 and 8.8.4.4.
This tends to stop this type of issue occurring (and not just on Telstra connections).
i have the same problem , got a new connection after moving house and was given a gen 2 smart modem about a week ago .. its been fine untill yesterday when all of a sudden the wifi plays up .. all lights are green for go but some devices stop working .. not all but some ..the desktop can be on but the laptop wont be or the desktop will be and the phone wont be .. have to unglug the modem and plug it back in and wait and it fixes it for a couple hours .. sometimes all wifi devices cant get on and sometimes only some cant .. somthing gota be wrong with it
Which brand Smart modem GEN 2 do you have? There are two a Technicolor and a Arcadyan. There is a firmware update for the Technicolor 18.1.c.0241-950-RA tat fixes a few bugs. You can check firmware on Technicolor by logging in http://182.168.0.1 (admin/Telstra) and going to Advanced > Gateway
i spent all day on mine with same problem .. ended up just reseting the modem by poking a paper clip in the hole in back for about 15 seconds untill the lights all turn off... then i had to go into modem settings http://192.168.0.1 and re enter my email/password ... has been working good since
This is what my web chat told me to do as well, but as my issues was only every couple of days im giving it a few days to see if it happens again, so far has been good tho
i thought i did ... managed to get it connnected for 24 hours .. then it started its crap again .. im thinking these new smart modems are actualy peices of crap lol
I am sorry for the trouble with your modem and if you have lodged a complaint then we will get a case manager to assist you with this. I am confident they can sort this out for you. They will be in touch within 5 working days.
Lodging multiple complaints will not get this addressed faster, they will be closed as a duplicate of the first issue.
Let me know if you need any further help.
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It's obvious some of these Modem/Gateways are faulty. It happens with all generations of Telstra Modems, not just Smart Modem Gen2. Look over the forums for all the modems, and there are always some complaints.
With that said, compared to the larger number of these modems that get sent out to customers, only a small number have failed. I happen to have one that is working correctly and has not been restarted for over 3 weeks. I am on NBN with HFC and also have the Telstra Air service enabled.
The main issue I find, when a fault occurs, is with Telstra Support. They will not acknowledge that some people have done trouble shooting before calling up. In my case, I am a technician and do all the trouble shooting first. Every time I ring Telstra to report a hardware fault, it has taken 4 or more calls and then to have it escalated to managers to get issues solved (which is replacement of equipment) because no one knows how to deal with hardware faults on the technical support numbers. It is this inability to help with simple hardware issues that make it seem a lot worse than it is.
The issues you guys are having with the IP Address allocation sounds very much like a Modem fault, be it hardware or firmware issues. Insist on speaking to a supervisor when you call Telstra if first level does not help you out. I doubt the call centre will ever get proper training and will always be scripted replies, but the more complaints about quality of service, the more likely it is someone will hear them.
Following on from the previous question by cf4, can you please confirm the version and modem firmware version that your modems have?
Access the modem via http://192.168.0.1, go to Advanced and then Modem. Here you will find the Product Name and Firmware Version.
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On the Arcadyan modem the model and firmware version is located at Advanced.> information summary and on the Technicolor at Advanced > Gateway.
I have been having the exact same issue for over 10 days now since I moved my service to a new house. In that I have had 4 technician visits, 4 new smart modems, have lodged one complaint with Telstra, and a follow up complaint to the ombudsman (TIO). Telstra's latest response is to send a "Platinum" technician out, but I now have to wait one week for availability. All the correct lights are on the modem and it appears to be connected all the time, but we are experiencing multiple dropouts every day, sometimes within minutes of the last one. One of the technicians himself said that many of the new smart modems appeared to be faulty, and he even left us two modems on one occasion, neither of which worked without dropping out. It is unbelievably frustrating.
Do you have any chrome cast devices connected to your modem. There are reports of these devices sending large amount data that causes routers to disconnect devices.
If you have a chrome cast device including a TV with chrome cast built in try disconnecting the device and see if that fixes the problem.
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