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Level 1: Cadet

No internet. Help

Answered

Yesterday our Telstra gateway appeared to break. The lights on the side, for "power" and "wifi" come on, but the lights on top "online", "phone" and "link" do not light up. Not green, not white, not red. As such we lost access to our wifi.

 

The NBN modem (? The little black box with NBN on it) is working fine. Four green lights.

 

So we just ran a LAN cable from it, directly to a device and we still had internet on that device.

 

Today the NBN modem still has all four green lights, but running a cable directly from that to any device (we've tried three cables and three devices) simply says "no Lan cable is connected", so we have no internet.

 

We contacted Telstra (text based) support for two hours yesterday. They tried to help, but didn't seem to understand the issue. One person "transferred" us to another employee, but one hour later they had not commented, nor replied to messages.

 

Anyway, if anyone knows a workaround or how to fix it, that would be great!

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Level 24: Supreme Being
Level 24: Supreme Being
Accepted Solution

Re: No internet. Help

You could try powering the NTD off and then back on or even reseting NTD. Apart from that there is nothing else you can do apart from contacting Telstra support. There is a fault in the NBN or Telstra Network that can only be fixed by Telstra or NBN.

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Level 24: Supreme Being
Level 24: Supreme Being
Accepted Solution

Re: No internet. Help

You could try powering the NTD off and then back on or even reseting NTD. Apart from that there is nothing else you can do apart from contacting Telstra support. There is a fault in the NBN or Telstra Network that can only be fixed by Telstra or NBN.

View solution in original post

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Level 1: Cadet

Re: No internet. Help

Cheers cf4. I've tried turning it off and on, as well as resetting it, with no luck. Now to attempt to get support again. If I'm not back in six weeks, send halp!

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Level 21: Augmented

Re: No internet. Help

When do you see the 'No LAN Cable' message? Are you sure the cable is fully inserted (it should 'click' in)? And are there any lights showing on the ethernet port on either the NTD or the device you are connecting when the cable is in place?

Stevo 52
Too many devices, probably an addict :-) also a tinkerer and developer of stuff..
Not with Telstra, just another customer like you!

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