Level 1: Cadet

New Modem connecting to NBN

We have just joined Telstra and got our smart modem gen 2 yesterday, we have connected it to the NBN box but only have the backup 3G/4G running. I have rebooted the NBN box and Smart modem a couple of times, one can see at the back once rebooted that the Modem picks-up the NBN as the dsl light goes green but after a while it switching off again and only the back-up service then runs. Any idea when the ADSL/NBN service will kick in ?

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Support Team
Support Team

Re: New Modem connecting to NBN

Hi Abeldt. 
 

Would you mind going through some quick troubleshooting for me?
 

Can you please check your address on our outage page https://tel.st/64qpd. If there are no official outages listed, please go through our online troubleshooting tool here: https://tel.st/f94se. This will guide you through some steps while connected to your modem that will help diagnose any technical issues that could be effecting your services.


If there are no outages or faults picked up, we have a great support page with suggestions you can try at home to help improve your speed & Wi-Fi connection, please have a read through here https://tel.st/57r4l.


Let me know how you go once you’ve had a go at the steps above.    


Regards - Tom
 

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