daectt
Level 2: Rookie

Telstra Smart Modem Gen 2

(view in My Videos)

hi modem keeps rebooting by its self ?unsure what problem is does this sometimes 10 or more times a day ..doesn't switch to mobile back up at all like it should when nbn drops out .modem is new telstra sent a new one out the other new one sent out does the same,

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13 REPLIES 13
Level 24: Supreme Being
Level 24: Supreme Being

Re: Telstra Smart Modem Gen 2

It looks like you have a line fault. The main link is dropping out (WAN/Link light turning off) Because link is down the online and phone lights go off. Two minutes later the modem switches to backup mode (It takes two minutes to switch to backup) indicated by wireless mode light turning green and shortly after phone light turns green. The WAN/Link light continues to blink indicate the main link is still synchronising. The WAN/Link light turning steady green indicates main link is synchronised and modem working on main link.
Suggest you ring support and request a technician visit and check the link. If you have more than one phone socket make sure nothing is plugged into spare phone sockets.
daectt
Level 2: Rookie

Re: Telstra Smart Modem Gen 2

tech been out they recon line is fine ??

Level 24: Supreme Being
Level 24: Supreme Being

Re: Telstra Smart Modem Gen 2

It is probably a intermittent fault due to a faulty termination in the node or connecting pillars or pits. Because fault is intermittent it might not be present when tech chrecked line. Ifhere is problem with DSL link it will be indicated by link retrain counts in the DSL stats. Could you post the stats.
http://192.168.0.1 > Advanced > Diagnostics > DSL Diagnostics.
daectt
Level 2: Rookie

Re: Telstra Smart Modem Gen 2

link retrain counts no written there ? could it be under something else ?

 

Level 24: Supreme Being
Level 24: Supreme Being

Re: Telstra Smart Modem Gen 2

There are two manufacturers of the Gen 2 modem. Arcadyan and Technicolor. The modem manufactured by Arcadyan does not have Link retrain count but has other diagnostic information that would indicate if there is a problem with the link.

 

The information on the Arcadyan modem is located at

Advanced > Diagnostics > xDSL

 

 

daectt
Level 2: Rookie

Re: Telstra Smart Modem Gen 2

hi what should i look for in the xdsl
Level 24: Supreme Being
Level 24: Supreme Being

Re: Telstra Smart Modem Gen 2

Should look for UAS  LOS, LOM and LOF

daectt
Level 2: Rookie

Re: Telstra Smart Modem Gen 2

lots of 00000000000's
Parameters Total Current Quarter Previous Quarter Current Day Previous Day Since Sync
Downstream FEC 300 0 14 300 0 300
Upstream FEC 4 0 0 4 0 4
Downstream CRC 0 0 0 0 0 0
Upstream CRC 0 0 0 0 0 0
Downstream ES 0 0 0 0 0 0
Upstream ES 0 0 0 0 0 0
Downstream SES 0 0 0 0 0 0
Upstream SES 0 0 0 0 0 0
Downstream UAS 266 266 0 0 266 0
Upstream UAS 266 266 0 0 266 0
Downstream LOS 0 0 0 0 0 0
Upstream LOS 0 0 0 0 0 0
Downstream LOF 0 0 0 0 0 0
Upstream LOF 0 0 0 0 0 0
Downstream LOM 0 0 0 0 0 0
Upstream LOM 0 0 0 0 0 0
DSL Bit Loading
Level 24: Supreme Being
Level 24: Supreme Being

Re: Telstra Smart Modem Gen 2

Those figures are a bit inclusive. They do show that the link was unavailable for 266 seconds. The stats get reset when modem is powered off. Should check after modem has been on for 24 hours.
Technical Support
Technical Support

Re: Telstra Smart Modem Gen 2

Hi daectt

 

How are the stats looking now that the modem has been on for a little longer?

 

- AlistairQWA

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.

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daectt
Level 2: Rookie

Re: Telstra Smart Modem Gen 2

DSL stats
Parameters Total Current Quarter Previous Quarter Current Day Previous Day Since Sync
Downstream FEC 707641 83 7 485795 217004 330
Upstream FEC 176616 0 0 118876 26773 0
Downstream CRC 1317 0 0 482 835 0
Upstream CRC 1682 0 0 916 766 0
Downstream ES 508 508 0 0 269 239
Upstream ES 431 431 0 0 297 134
Downstream SES 266 266 0 0 177 89
Upstream SES 122 122 0 0 91 31
Downstream UAS 5837 5837 0 0 4387 1184
Upstream UAS 5723 5723 0 0 4300 1157
Downstream LOS 14 0 0 11 3 0
Upstream LOS 0 0 0 0 0 0
Downstream LOF 13 0 0 11 2 0
Upstream LOF 0 0 0 0 0 0
Downstream LOM 0 0 0 0 0 0
Upstream LOM 0 0 0 0 0 0
Highlighted
Level 24: Supreme Being
Level 24: Supreme Being

Re: Telstra Smart Modem Gen 2

The LOS errors indicates that something is wrong with your DSL link. It has dropped out 11 times in current 24 hours and 2 times in the previous 24 hours.
If you have more than one phone socket make sure nothing is plugged into any of the spare phone sockets. If you have more than one phone socket and they have not wired correctly these could be causing the problem and it might pay to have any spare sockets disconnected and socket used for modem wired directly to street lead in cable. The drops could also be due to a faulty termination in street cabling. Has a Technician ever come out to check the link?

Technical Support
Technical Support

Re: Telstra Smart Modem Gen 2

If you only have the one socket and no alternates to try and the only thing plugged into any socket is the modem with no filters and still dropping then the faults team should be able to escalate the issue again to NBN so the external line can be investigated. 

- AlistairQWA

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

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