I've been having ongoing dropouts from cable in our area for at least 6 weeks. The dropouts affect Foxtel as well and are happening in most homes in the street. Apparently, it has been escalated to a level 3? technician?? Anyway, due to the constant dropouts, it was suggested we get the hybrid smart modem - it was sent on Friday and I installed Saturday and it has not been able to connect to the internet. However, when the dropouts occur and the modem switches to back up 4g it's totally able to access the internet. Also when I plugged an ethernet cable from the modem to the Foxtel box I am able to peruse online library and order online content. So it seems it is a wifi issue. well, sort of . . . . the Telstra tv will not connect, even by cable. anytime I look at the gateway it says all is ok, I have reset and restarted modem twice and nothing changes. I can access the gateway online so it is active but when opening up a browser and loading other pages NADA- the only thing that comes up is a message saying 'unreachable' or 'unsecure'. Could someone please help. I have talked endlessly to Telstra by phone and chat and have gotten nowhere. I also begged to be put through to the platinum tech support after an hour or so today which was refused because they think its the outage. AAARRGGH the outages have been constant for 6 weeks but intermittent and because I can access gateway page and foxtel is not disconnected it is not an outage > it is a problem with this new smart modem that was supposed to be more reliable.
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Are you using the modem with a new cable adapter? It could be the cable adapter MAC address has not been registered against your account.