Mark2634
Level 2: Rookie

5G modem fault

I have a 5g home modem with wifi issues so have to use another old router for access. I have had the modem for 10 days and Telstra have stated to get a new modem I have to cancel my account and reapply. This means no internet access for 7 days or more. Is this policy correct.

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11 REPLIES 11
cf4
Level 25: The Singularity
Level 25: The Singularity

Re: 5G modem fault

That doesn't sound right. If the modem has faulty Wi-Fi it should be replaced under warranty without requiring you to cancel existing account and create a new one. What is wrong with the Wi-Fi? The Wi-Fi by default is set up to use Wi-Fi six. I found some of my old device would connect or connected at a very low speed and had to change the Wi-Fi settings of modem for them to connect and to have a reasonable speed.

Mark2634
Level 2: Rookie

Re: 5G modem fault

The wifi 5ghz is great 2.4ghz won't connect and when it does it's 0.1mbs on 2 phones and 2 tablets.

cf4
Level 25: The Singularity
Level 25: The Singularity

Re: 5G modem fault

Have you tried changing the 2.4 GHz Wireless mode from b/g/n/ax to g/n?

Mark2634
Level 2: Rookie

Re: 5G modem fault

Yes and tried all other options Telstra tech mentioned.

Dowser
Level 22: Superhuman
Level 22: Superhuman

Re: 5G modem fault

Have you tried choosing a specific 2.4GHz channel, rather than the default one?.

Mark2634
Level 2: Rookie

Re: 5G modem fault

Yes. Used wifi scanner and chose an empty channel. No difference. Same result also standing next to modem.

Dowser
Level 22: Superhuman
Level 22: Superhuman

Re: 5G modem fault

Considering that you have access to a WiFi scanner, what was the signal strength (of the 2.4GHz signal)?.

Mark2634
Level 2: Rookie

Re: 5G modem fault

High when not dropping off but only 0.1mbs.

cf4
Level 25: The Singularity
Level 25: The Singularity

Re: 5G modem fault

As you have tried everything the modem is faulty and should be replaced under warranty You should not have to cancel the service.

Dowser
Level 22: Superhuman
Level 22: Superhuman

Re: 5G modem fault

I asked about signal strength not bandwidth.

 

I concur with the comment by @cf4 regarding warranty.

You can contact the 5G Home Internet team on 1800 258 503 (8am - 8pm AEST, 7 days a week for Support)

Mark2634
Level 2: Rookie

Re: 5G modem fault

Thank you all. I have applied for a second service the same. I will see how it goes. I just don't have patience to keep chasing the  same thing over and over.

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