B_e_n_n_y
Level 2: Rookie

New Technicolor Modem Wifi Internet not Working!!!

Hi all,

 

Recently I upgraded to a new modem with Telstra and ordered the Technicolor Gateway Max. Upon receiving the first modem we had issues as the generic passwords were not being recognized and we could not connect the modem to the internet, this issue was dealt with within a few hours and a new one was on its way. Upon getting the second modem we have just had hassle after hassle. It took over 6 hours to get it working accordingly and now the wifi devices are not accessing the internet although they are perfectly connected to the modem.

 

I have googled everywhere, looked all over Telstras site and for the life of me I can not find anywhere that points to a solution. I have spoken with "tech support" via 24 X 7 chat but each time after I have assured them I am accessing the internet via my ethernet connected desktop, they go and perform a refresher on their end and drop my connection out. I then wait 20-30 minutes before getting back in touch with someone and go through the same rig-roll. This is honestly doing my head in and I would like a simple fix to allow hassle free connection to my internet!

 

Things I have tried already:

-Modem factory reset

-Forgetting and resetting network settings on my mobile devices (ipad 5, ipad mini, ipad 2 and iphone 6)

-Changing the wifi channel via 10.0.0.138

-Network settings on the computer itself and allowing 'sharing to devices by this connection'

 

So if anyone has any idea on how to resolve this, I would greatly appreciate your input.

 

Regards,

Ben

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7 REPLIES 7
Wanglese
Level 22: Superhuman

Re: New Technicolor Modem Wifi Internet not Working!!!

Hey @B_e_n_n_y ,

 

It's a wierd one, but you are saying NONE of your devices can see the internet via WiFi on the max, but your Desktop can see the internet via ethernet.

 

OK, I saw something similar in an education environment where I teach seniors.

 

We were running classes on Tablets, and we had a group that had iPads and androids.

 

All of the androids could access, but none of the iPads until we changed the ENCRYPYION TYPE on the modem (not a telstra one)

 

So suggestion 1 from me (since it seems you have a lot of i Devices, as strange as this may sound is to turn off the encryption, and see if that makes it work, then find a common encryption each of the devices can use.

 

I know it's wierd, but I saw it happen, and to this day I have no idea why, but I remember going through this (old, but still worhtwhie):

 

https://discussions.apple.com/thread/2459467?start=15

 

__________________

If I've helped in some way, a Kudos would be appreciated.
Any opinions I express or advice I give are purely my own, and don't represent Telstra.


B_e_n_n_y
Level 2: Rookie

Re: New Technicolor Modem Wifi Internet not Working!!!

Hi Hero,

Which encryption are you meaning? On the Telstra modem or on the Iphone? Either way, where do I access this and how do I do this?
B_e_n_n_y
Level 2: Rookie

Re: New Technicolor Modem Wifi Internet not Working!!!

Just a little update:

 

I did not attempt Hero's advice so I cant confirm wether it would be successful or not. But I did get a hold of tech support specialists from Telstra who informed me that my modem (Technicolor TG799vac) is the latest model so there is still flaws with it they are trying to work out. In the end, a successful outcome was the case.

 

By having the technician on the phone remotely access my desktop computer and reconfigure the modem I am now able to connect to the internet via my mobile devices. I tried to take in as much as I could but she was moving to quickly for me. Lol. I advise that if anyone comes across any issues, do not beat around the bush with the run of the mill assistance you are firstly given and demand to speak with someone from modem tech support and ask them to remotely access your PC.

 

I wish I had have been given this option either a week ago, or even yesterday afternoon as it would have saved me around 12 hours of stuffing around with things which, without their access codes, is not going to be rectified.

 

Cheers,

Ben

Wanglese
Level 22: Superhuman

Re: New Technicolor Modem Wifi Internet not Working!!!

@B_e_n_n_y ,

 

good to know, and kudos for reporting back it's fixed, and the extra info re the TG799vac.

 

 

My *guess* is that there probably was some setting in the modem (in answer to your question earlier in the thread) that simply needed changing.  It would have been nice to know what it was for future reference, but as long as you are up and running it's all good.

 

(BTW, my name isn't Hero).

__________________

If I've helped in some way, a Kudos would be appreciated.
Any opinions I express or advice I give are purely my own, and don't represent Telstra.


Lesserknowndan
Level 1: Cadet

Re: New Technicolor Modem Wifi Internet not Working!!!

I had a similar problem and came here looking for answers (from Google).

 

On the home screen it showed Wifi Status as disabled, with no option for re-enabling it.

 

Eventually I was able to "enable" it by going to the Advanced menu, selecting Wireless, and enabling either the Wifi-Radio or the main Wifi-Network - I can't remember which.

 

Hopefully, this will help others.

mc10
Level 2: Rookie

Re: New Technicolor Modem Wifi Internet not Working!!!

Have Technicolor modem. Has worked fine for years but now it keeps dropping out on both ethernet and wireless. Have spoken with tech support who have remotely accessed my computer but still no fix. Happened with previous computer and it was suggested it was a computer problem. Now have new computer, same problem. Telstra assure me they have tested line and everything is fine. Any suggestions?
Kenobi
Telstra (Retired)
Telstra (Retired)

Re: New Technicolor Modem Wifi Internet not Working!!!

Hi mc10, 

 

My first suggestion would be try resetting the modem to it's Factory Default settings if you haven't already tried.

 

How to reset the T-Gateway to factory default settings. To do this get a paperclip, or something similar, and press and hold it into the reset hole at the back of the T-Gateway, keep in pressed in for 15 seconds. Give it 2-5 minutes to reconnect to the internet. Alternatively you may prefer to do this via the modems interface http://10.0.0.138

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