This thread is now archived and closed to new comments.
Some of the links and information provided in this thread may no longer be available or relevant.
If you have a question please post a new topic.
Some of the links and information provided in this thread may no longer be available or relevant.
If you have a question please post a new topic.
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Permalink
- Email to a Friend
- Report Inappropriate Content
George30
Level 1: Cadet
October 2017
Telstra Smart Home Camera Installation Issue
Can I connect the indoor camera and the smart power plug to a different wifi system to what it was originally purchased with?
Was this helpful?
- Yes it was, thank you
- No, I still need help
Thank you for your feedback
Thank you for your feedback
3 REPLIES 3
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Permalink
- Email to a Friend
- Report Inappropriate Content

Level 24: Supreme Being
October 2017
Re: Telstra Smart Home Camera Installation Issue
Are you referring to another modem/router, or another Smart Home Hub?
I am a Complex Customer Service Specialist, nominally working with most assurance products. However, I am not an official representative on CrowdSupport.
IT Helpdesk and Technicial Support by Telstra Platinum
Helping Australians Find the Things that Matter Most with Telstra Locator
IT Helpdesk and Technicial Support by Telstra Platinum
Helping Australians Find the Things that Matter Most with Telstra Locator
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Permalink
- Email to a Friend
- Report Inappropriate Content
George30
Level 1: Cadet
October 2017
Re: Telstra Smart Home Camera Installation Issue
another telstra modem/router-gateway max
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Permalink
- Email to a Friend
- Report Inappropriate Content

Level 24: Supreme Being
October 2017
Re: Telstra Smart Home Camera Installation Issue
The smart plug connects directly to the hub, so that should be fine provided the hub has internet access. For the camera to work, both the hub and the camera will need to be connected in to the new modem
To connect the hub to a new modem, when it has the hub offline message in the app, click on it and it will attempt to re-pair (it will give you instructions in the app). If that doesn't work, you will need to contact Smart Home Faults (via 13 22 00) so they can set the account back to 'ready to activate' (no data is lost) which will allow the hub to be factory reset and paired into the new modem
With the camera, it will also need to be factory reset (hold the button on the back for approx 12 seconds) and connected to the new modem via the WPS (like during the initial setup). It may not have to be removed/re-added in the app. After pairing it to the modem, reboot the hub (unplug and plug it back in) and then check if you can get a camera image after it has fired back up. If not, remove and re-add the camera in the app
To connect the hub to a new modem, when it has the hub offline message in the app, click on it and it will attempt to re-pair (it will give you instructions in the app). If that doesn't work, you will need to contact Smart Home Faults (via 13 22 00) so they can set the account back to 'ready to activate' (no data is lost) which will allow the hub to be factory reset and paired into the new modem
With the camera, it will also need to be factory reset (hold the button on the back for approx 12 seconds) and connected to the new modem via the WPS (like during the initial setup). It may not have to be removed/re-added in the app. After pairing it to the modem, reboot the hub (unplug and plug it back in) and then check if you can get a camera image after it has fired back up. If not, remove and re-add the camera in the app
I am a Complex Customer Service Specialist, nominally working with most assurance products. However, I am not an official representative on CrowdSupport.
IT Helpdesk and Technicial Support by Telstra Platinum
Helping Australians Find the Things that Matter Most with Telstra Locator
IT Helpdesk and Technicial Support by Telstra Platinum
Helping Australians Find the Things that Matter Most with Telstra Locator
Related Content
-
Telstra Smart Home Camera Installation Issue
Find out more