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Level 2: Rookie

No internet or phone with NBN Gateway?

I received the NBN gateway and connected it to indicate to Telstra that I wanted to connect to the NBN.

 

It was working ok with my normal ADSL 2+ for about 2-3 weeks.

 

I received an email this week saying I was on NBN.

 

Problem:  I have no phone or internet 4 days later.

 

It's a white Telstra gateway and the link light is green and the online light is white.  There is no light on the phone.

 

Any ideas on what to try?  I've tried resetting gateway.

 

Customer service ran their remote tests and have ordered a new modem to see if that fixes it but I doubt that a brand new Telstra NBN kit modem would be the problem.

 

 

 

 

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17 REPLIES 17
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Level 24: Supreme Being
Level 24: Supreme Being

Re: No internet or phone with NBN Gateway?

If the link light is green the connection to Node is working correctly.

If online light is white the gateway has no been able to connect to Telstra server which indiicates Telstra has not conffigured the NBN connection correctly. On a ADSL connection this would indicate a wrong user name or passwor but NBN connections don't require a user name and password

 

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Level 25: The Singularity
Level 25: The Singularity

Re: No internet or phone with NBN Gateway?

@cf4, that may be the problem.

 

@kevinrudd, log in to your modem http://10.0.0.138 username admin password admin and click on the Broadband Button on the top menu. Then on the lower right of the screen, turn off the PPP Enable button and see if that helps.

Never be afraid to back yourself when trying new things, just always make sure you have 3 escape routes if things go wrong.
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Level 2: Rookie

Re: No internet or phone with NBN Gateway?

Thanks cf4, I tried disabling PPP but unfortunately that didn't work
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Level 2: Rookie

Re: No internet or phone with NBN Gateway?

Thanks Jupiter - I tried your suggestion but didn't do the trick after applying change
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Level 24: Supreme Being
Level 24: Supreme Being

Re: No internet or phone with NBN Gateway?

When you logged in to gateway did you notice what type of connection it was?  (VDSL, ADSL, WAN). If the red WAN port of gateway is connected the WAN connection will take priority over the DSL connection and this could cause green link light and white on line light.

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Level 1: Cadet

Re: No internet or phone with NBN Gateway?

I have just been connected to fttn and have the same issue and have to wait a whole week for Telstra to send a technician... I have tried 2 different modems both do the same thing. When I log into modem it says your broadband service is not working properly and under connection type it says ADSL? I have reset the modem and tried 2 different phone port. How did you resolve this one?
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Level 24: Supreme Being
Level 24: Supreme Being

Re: No internet or phone with NBN Gateway?

If it says under connection type ADSL then you have not been connected to the NBN. Log in to the Gateway, click on Broadband and enter your full Bigpond user name and password. The Gateways are shipped with a generic user name and password which could prevent a ADSL connection working.

If you still have a ADSL connection the phone will only work plugged into the phone wall socket via a ADSL Filter / Splitter.

 

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Level 1: Cadet

Re: No internet or phone with NBN Gateway?

After change over to NBN I no longer have a dial tone on the phone line. I have entered the user name and password on 3 different modems and all have the same issue. Thanks again for your help.
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Level 24: Supreme Being
Level 24: Supreme Being

Re: No internet or phone with NBN Gateway?

Username and password is not required for NBN connections. If you have entered one, you should remove it and also turn off PPPoE if it is available in the GUI. What colours are your LINK/WAN lights and your Online/Internet lights and are they off/solid/flashing?

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 1: Cadet

Re: No internet or phone with NBN Gateway?

Hi the link light is green however online light is white. I have removed the password as I have reset the modem a couple of times and turned off the PPPoE still the same result.
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Level 24: Supreme Being
Level 24: Supreme Being

Re: No internet or phone with NBN Gateway?

Green Link and white online means that it is synchronised and trying to connect but not getting anywhere. It could potentially be the modem at fault

 

Replacing a modem is a standard pre-requisite before being able to escalate it to NBN

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 1: Cadet

Re: No internet or phone with NBN Gateway?

I now beleive that my service has been connected to the wrong address as Telstra say they can see the modem and my service is fine even when the modem is disconnected. I also logged into my account there is 15GB of data used since change over to NBN and it was not me. I will see what the technician says next week.
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Level 2: Rookie

Re: No internet or phone with NBN Gateway?

I have just had nbn connected  with fiber to the node   Have the top of the range  Gateway Frontier  

i have 4 green lights on the power  box which indicates i have nbn    BUT

 only internet i can get is  thru Backup pathway  using built in  sim card in modem 

i cannot connect  get online 

 the modem lights show   

 backup   ...  on     green

  link  ......... nothing 

  online  ...... on   looks  white  purple tinge

  phone ......nothing 

 

any suggestions  call to telstra nbn   tell me      line fault  not connected  need to check exchange   etc

  have use of backup link  for emails etc  but very slow  and want need the   correct connection  Suggestions ????

 

  

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Telstra (Retired)
Telstra (Retired)

Re: No internet or phone with NBN Gateway?

Hi Griffo41

 

Sorry to hear you are having issues with your NBN connection,  When you spoke to our Technical Support Team regarding this issue what was the outcome of that call? and were you provided with a reference number that I could look into further for you? Thanks - Vi

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Level 2: Rookie

Re: No internet or phone with NBN Gateway?

thanks for quick reply    info   1-1301490224736

 

ps  in yr help sections  there are no diagrams of the Frontier gateway  or the  Arris  black box  lol

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Level 2: Rookie

Re: No internet or phone with NBN Gateway?

have just spoken to telstra to have my phone calls redirected  and lass said  the problem could be - is that my old adsl internet has not been cancelled  ???  and should be done in next few days      fingers crossed  since i complained yesterday  it might happen to day    

 

  wheels turn slowly  Smiley Happy

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Telstra (Retired)
Telstra (Retired)

Re: No internet or phone with NBN Gateway?

Hi, I have just had a look into that reference you provided and it indicates that may be the case and I can see a call back has been arranged for you.
If you have not received a follow up call by the close of business on Monday please let us know so we can follow up again. 

Need help? Check out our Community Wiki or Support Portal || Looking for a new mobile? Order online today || 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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