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Level 2: Rookie

Cable installed by technician, modem registered but no internet? modem register page looping

Hi all,

 

I've had the technician come setup/install our cable internet (Gateway max 2 with HFC cable adaptor)

I have since registered my moden/gateway on the bigpond website as instructed to, the registeration comepletes and tells me to power off the gateway for 5secs and restart to get going, I do this and still no internet, I have contacted support over the phone and spoken to about 10 different people yet still nothing?

One support member told me that my MAC address for my modem is not registered yet, another staff member told me it has been, a third member told me that my activation is facing some technical issues and needs to be activated on the tech supports end. it has been more than 24 hours now and still nothing, what should I do?

The wierd thing is when I log into my gateway it says my broadband is up and running, my PC even show *Network 3 - Internet Access with no limitations or anything, yet whenver I go to load a page it says it is unsecure and one refreshed enough takes me back to the gateway/router registration page.

please help!

 

 

regards

Anthony

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12 REPLIES 12
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Level 24: Supreme Being
Level 24: Supreme Being

Re: Cable installed by technician, modem registered but no internet? modem register page looping

Thats because the modem has some internet functionality (the registration page is an external website), so as far as the gateway is concerned it has internet access. Its registering the MAC address into telstra systems that gives it full functionality

 

It is definitely an activation/registration issue. There is an actually team whose sole purpose is to troubleshoot and potentially manually register cable connections if there are issues, however i'm not certain of the their number and if it is available to customers or not. I won't be able to find out for sure until Sundayt. You may have to contact cable tech support again to find out what is going on with it

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
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Level 2: Rookie

Re: Cable installed by technician, modem registered but no internet? modem register page looping

Hey Yastiandrie,

 

THanks for replying Smiley Happy

So I was told by the activation team that the tech team needs to sort it out (register my modems MAC address manually on there end) then I was told by the tech team that the activation team needs to do this, so I keep getting hand balled.


I was told a timeframe of 24-48 hours and got a call yesterday saying it was activated and working, when I got home it was not, so Ive been told again today ill be getting a call around 6pm to have it manually activated.

Really getting frustrataded with the amount of phone calls and times its been hand balled to another department Smiley Sad

Any advice one what I should do if it is not activated later tonight as promised?

 

regards

Anthony

 

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Level 24: Supreme Being
Level 24: Supreme Being

Re: Cable installed by technician, modem registered but no internet? modem register page looping

Only other avenue would be to make a complaint. Either on the phone (make sure you get the SR number) or via wwbform https://say.telstra.com.au/customer/general/forms/Email-Complaint
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
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Level 24: Supreme Being
Level 24: Supreme Being

Re: Cable installed by technician, modem registered but no internet? modem register page looping

FYI the number i was thinking about as well was 1800 135 103 (Then Option 3 off the top of my head)

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
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Level 2: Rookie

Re: Cable installed by technician, modem registered but no internet? modem register page looping

So I've been told Monday a lvl 2 tech will be in contact with m and that my internet will be working, now to wait and see.
Was told this Saturday morning and still nothing
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Level 2: Rookie

Re: Cable installed by technician, modem registered but no internet? modem register page looping

Update: Monday and no phone call from level 2 tech or the case manager, activation team just told me another 24-48 hours... this is beyond a joke.

Installed on Thursday the 17th and still nothing no another 24-48 hours wtf?
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Support Team
Support Team

Re: Cable installed by technician, modem registered but no internet? modem register page looping

Hi Annimali, sorry to hear of your unexpected delay to your new NBN service connection. There could be any number of reasons for this, I'm sure the team are working on it for you though. Did you have your 1-xxxxx order or complaint SR reference number handy there?  

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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Level 2: Rookie

Re: Cable installed by technician, modem registered but no internet? modem register page looping

Hi cas ra it's for cable not NBN Order 1-1231243407066
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Support Team
Support Team

Re: Cable installed by technician, modem registered but no internet? modem register page looping

Apologies for the mix-up there. I can see the matter is in hand and being worked on. Regrettably things can take time to resolve but it's not being ignored. I apologise in your case the connection hasn't been straight forward and for the inconvenience in the meantime. 

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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Level 2: Rookie

Re: Cable installed by technician, modem registered but no internet? modem register page looping

Is there an ETA of when I can use my internet? Or can I be supplied with a alternative way to connect in the meantime?
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Support Team
Support Team

Re: Cable installed by technician, modem registered but no internet? modem register page looping

No I'm sorry we can't relay that kind of detail here. There are rarely interim options available for new connection delays I'm sorry. 

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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Level 2: Rookie

Re: Cable installed by technician, modem registered but no internet? modem register page looping

what really annoys me is I don't get told what the issue is? I just get told "technical issues" what technical issues exactly??

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