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Level 2: Rookie

NBN - Connected (all green light) but no internet on all devices

O.P.

Hi

Just wondering if anyone have experienced the same issue as I am and have resolved it.

Back story
- im on HFC 50/20, nsw. been on telstra NBN for about 1.5 years
- last week i called up Telstra to ask about the free speedboost.
- got the speed boost but the consultant said I need to change my plan to the $90/m plan.
- the plan was changed successfully however the speedboost was never applied.
- internet still working fine until yesterday's morning.
- im on telstra Smart Modem 1

Fast forward to yesterday afternoon when issues happen = note my internet was working fine at 7am yesterday.
- internet at home doesn't work at all.
- Aris modem and telstra smart modem lights are all solid green
- i can connect to the wifi but can't load/search or do anything
- have spoken to support at least 5 times since as everytime they raise an issue (ticket, asking for NBN tech to come out etc..) the ticket automatically closed within a couple of hours.
- have tried multiple tests

  • reset Aris
  • reset smart modem
  • reset wifi credential, setting it to no password
  • direct connection from Aris modem to TV/PC etc...
  • tried with iphone, ipad, mac, laptop etc... but nothing works

any suggesstion of what could be the issue here?

 

PS: i have received a replacement modem, however the same issue exists. I also have a complaint opened and being handled by a complain officer. 

do i just talk to her? It has been 7 days without internet for the family and they are not happy.

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15 REPLIES 15
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Level 24: Supreme Being
Level 24: Supreme Being

Re: NBN - Connected (all green light) but no internet on all devices

Could you post the connection stats of the modem? The connection stats are located here in the Smart modem Advanced > Diagnosticts > Connection.

 

When this happens on a new service it could be caused by NBN connecti you to wrong port or Telsfra configuring your connection with the wrong port.

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Level 2: Rookie

Re: NBN - Connected (all green light) but no internet on all devices

I’ll do this when i get home tonight. 

can i still get the connection stats even if I’m not “online”?

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Level 24: Supreme Being
Level 24: Supreme Being

Re: NBN - Connected (all green light) but no internet on all devices

Yes you can. Open a web browser on a device connected to modem and go http://192.168.0.1 then go to Advanced > Diagnostics > Connection Tab

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Level 2: Rookie

Re: NBN - Connected (all green light) but no internet on all devices

Restart all Tests
 Restart
WAN Enable
 Interface Enabled
WAN Available
 Link Up
IP Version 4 Address
 1.156.75.139
IP Version 6 Address
 2001:8003:f00:2212:cdba:8e44:b6b1:9742
Next Hop Ping
 Not all pings were answered or not connected
First DNS Server Ping
 Success
Second DNS Server Ping
 Success
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Level 24: Supreme Being
Level 24: Supreme Being

Re: NBN - Connected (all green light) but no internet on all devices

Apart from the Next hop ping (But this test even fails sometimes on a good link) doesn't those stats look Ok.Your IPv6 address is a Telstra Sydney IP address and the IPv4 address is Bonnet Bay NSW.

 

Could you try doing a Ping test to 8.8.8.8 and also a ping test to google.com? There should be no packet loss (Advanced > Diagnostic > Ping / Tracert)

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Level 2: Rookie

Re: NBN - Connected (all green light) but no internet on all devices

<--- Ping Finish --->

4 packets transmitted, 0 packets received, 100% packet loss

--- 8.8.8.8 ping statistics ---

 

PING 8.8.8.8 (8.8.8.8): 56 data bytes

PING 8.8.8.8 (8.8.8.8)

 

 


<--- Ping Finish --->
4 packets transmitted, 0 packets received, 100% packet loss
--- google.com ping statistics ---

PING google.com (172.217.25.46): 56 data bytes
PING google.com (google.com)

 

 

 

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Level 24: Supreme Being
Level 24: Supreme Being

Re: NBN - Connected (all green light) but no internet on all devices

Could you do a tracert to 8.8.8.8?

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Level 24: Supreme Being
Level 24: Supreme Being

Re: NBN - Connected (all green light) but no internet on all devices

I have had enough for today.

 

When you next talk to your complaints officer ask them to check that the modem serial number they see on your connection is the same as the serial number on your modem. If its not the same then there is a crossed connection.

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Level 2: Rookie

Re: NBN - Connected (all green light) but no internet on all devices


* 6 *
* * 5 *
* * 4 *
* * 3 *
* * 2 *
* * 1traceroute to 8.8.8.8 (8.8.8.8), 30 hops max, 38 byte packets
traceroute to 8.8.8.8 (8.8.8.8)

 

thanks i will do as you said.

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Level 24: Supreme Being
Level 24: Supreme Being

Re: NBN - Connected (all green light) but no internet on all devices

The problem might also be that Telstra or NBn put the wrong codes on your connection when they tried to apply the speed boost. Something is blocking the transmission of data as the Tracert is  no even getting as far as Telstra's gateway.

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Level 24: Supreme Being
Level 24: Supreme Being

Re: NBN - Connected (all green light) but no internet on all devices

If phone still working more likely to be wrong codes on the connection rather than crossed connection.

Highlighted
Level 2: Rookie

Re: NBN - Connected (all green light) but no internet on all devices

The problem might also be that Telstra or NBN put the wrong codes on your connection when they tried to apply the speed boost 

 

What does wrong codes mean? I have been talking to the complaint officer and she said she can't see any wrong codes.

 

Also, on whirlpool someone also said 

Well no, more likely along the lines if the order is stuck in 'processing', if that's the case it hasn't finished – and it never will until a back end team fixes it, but the CSR should be able to see if it's stuck – they can't fix it themselves, they don't have access nor the time and skills, but they can still advise. At least you know then it's not the equipment as it's on their end.

 

Could this also be the case

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Level 24: Supreme Being
Level 24: Supreme Being

Re: NBN - Connected (all green light) but no internet on all devices

By programing the wrong codes it means they might have programed your service as a phone only service with no internet.

 

Does your phone work?

 

You can check if order is still pending Telstra My Account and yes the first support person you spoke to would have been able to check this.

 

I am almost 100% certain that it is not a hardware fault but connection programming error either by Telstra or NBN.

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Level 2: Rookie

Re: NBN - Connected (all green light) but no internet on all devices

My order status is Delayed.

 

have a line opened but as part of bundle but i don’t have a homephone, i

 

well the complain officer said it will take 3 business days for them to sort it out, need it specialists or something

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Level 2: Rookie

Re: NBN - Connected (all green light) but no internet on all devices

Not sure what was done but im glad to report my problem is now fixed.

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