00README
Level 2: Rookie

Public IPv4 Address Not Assigned to Gen2 Gateway

Starting about 00:40AEST, 25 March 2021, my Telstra Smart Modem Gen 2 is no longer assigned a public IPv4 address nor IPv4 gateway address. It still receives its IPv6 address and gateway. Since this time I have not received any email to my mail server nor traffic to my web server. IPv6 address was assigned. Outbound initiated traffic through the Gen 2 still worked. Inbound IPv4 did not.

After a painful support exchange, the reason for this change was not identified. Support recommended a $10/month static IP address. This restored communications.

Has anyone else had this experience on losing the automatic (dynamic) public IPv4 address?

Is this a cash grab to force purchase of Static IP Addresses?

Don't SHOUT!

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7 REPLIES 7
SteveW_52
Level 22: Superhuman
Level 22: Superhuman

Re: Public IPv4 Address Not Assigned to Gen2 Gateway

What indicators are showing on the modem front/rear panels?

 

Have you tried basic steps such as power cycling the modem?

 

Does forcing the modem into 4G backup mode (blue indicator) by disconnecting the WAN or DSL cable, fix the problem?

 

There might be information in the modem logs to help determine when/why the IPv4 IP has disappeared.

 

While I don't think it is part of the main problem, if you are running a server, getting a Static IP is not a bad idea to counter the IP address changes bought about by network switching and redirects.

 

Not sure why Support would think a static IP would be a fix for the missing IPv4 info though but then, the  muppets at customer support generally aren't noted for their brilliant minds and fault analysis skills (just saying). It isn't easy to get past the first line of consultants who seem to believe they can fix ALL your issues..  you probably need to get your enquiry escalated to at least Level 2 support in the network area.

Stevo 52
Too many devices, probably an addict :-) also a tinkerer and developer of stuff..
Not with Telstra, just another customer like you!
cf4
Level 25: The Singularity
Level 25: The Singularity

Re: Public IPv4 Address Not Assigned to Gen2 Gateway

Is the front light on modem green or blue? If blue modem is in 4G backup mode. In 4G backup mode modem is only assigned an IPv6 address. If modem is in 4G backup mode check that WAN or DSL port is connected correctly. If connected correctly report a fault to Telstra support. Modem will only swhitch to 4G backup if there is a fault on the main connection.

00README
Level 2: Rookie

Re: Public IPv4 Address Not Assigned to Gen2 Gateway

When the problem was active, the Gen 2, Home panel had no WAN IPv4 address.

What indicators are showing on the modem front/rear panels?

Usually, and at the time of IPv4 address lose, the status LEDs are

WiFi: Green
Pair: Green

Online: Green
WAN/DSL: Green
Mobile Mode: Off
Mobile Signal: Amber
Phone: Green

Prior to IPv4 address lose, occasionally Mobile Status goes Green.
Rarely did I ever see Mobile Mode on.

Have you tried basic steps such as power cycling the modem?

Due to other random issues I have with Telstra Gen 2 Internet connection, one of the steps to recover/restore access is to power cycle the Gen 2, down and up eth1 on the firewall/server, and update the Dynamic DNS.

Other random issues include:
a) the Gen 2 losing connection to the SIP server and not covering the connection until it is restarted (power cycled.) This problem is only detected when 1) people cannot phone in, 2) we cannot phone out, and 3) the Phone status is off;
b) all IP traffic stops. I have not identified the cause for this.

Does forcing the modem [Gen 2 gateway] into 4G backup mode (blue indicator) by disconnecting the WAN or DSL cable, fix the problem?

Never tried this.
Restarted the Telstra Gen 2 gateway several times. Still no IPv4 address assigned.

There might be information in the modem logs to help determine when/why the IPv4 IP has disappeared.

IP Traffic stopped for me about 00:30, morning 25 March 2021. I restarted the Gen 2 a little after.

Gen 2 Logs show the restart.

Prior to restart the dhcp renew is successful. After restart dhcp IPv4 fails.

Below is sequence of log entries from last good ACK (last line), a sequence of failures, and then success (ACK).
Note this BOUND ACK was for the static IPv4 address.

25.03.2021 11:42:34 DHCPv4: WAN0 BOUND ACK
25.03.2021 11:42:33 DHCPv4: WAN0 REBIND receivedSmiley Very HappyHCPOFFER
25.03.2021 11:42:33 DHCPv4: WAN0 REBIND Send Discover
[snip]
25.03.2021 11:41:29 DHCPv4: WAN0 REBIND Send Discover
25.03.2021 11:40:25 DHCPv4: WAN0 REBIND Send Discover
25.03.2021 11:39:21 DHCPv4: WAN0 REBIND Send Discover
[snip]
25.03.2021 01:18:42 DHCPv4: WAN0 REBIND Send Discover
25.03.2021 01:17:38 DHCPv4: WAN0 REBIND Send Discover
25.03.2021 01:16:34 DHCPv4: WAN0 REBIND Send Discover
[snip]
25.03.2021 00:32:06 NTP: Sync time with time server.
01.01.2018 11:02:13 DHCPv4: WAN0 REBIND Send Discover
01.01.2018 11:01:41 DHCPv4: WAN0 REBIND Send Discover
01.01.2018 11:01:25 DHCPv4: WAN0 REBIND Send Discover
[snip]
01.01.2018 11:01:17 DHCPv4: WAN0 REBIND Send Discover
01.01.2018 11:01:13 DHCPv4: WAN0 REBIND Send Discover
[snip]
24.03.2021 21:43:34 DHCPv4: WAN0 RENEW ACK

While I don't think it is part of the main problem, if you are running a server, getting a Static IP is not a bad idea to counter the IP address changes bought about by network switching and redirects.

Yes, a static IP is nice, but the dynamic address has been working well for years with a Dynamic DNS. See ozvalveamps.org.

These are the IP address that Gen 2 had been assigned this year. The 0.0.0.0 is this problem. The 58.168.NN.NN is the new static address.
The 1.123.198.42 looks out of place. This looks like the IPv4 address that Internet server see as my source address during the problem.

101.182.66.176
101.182.113.41
110.147.143.8
101.182.107.166
101.182.62.94
101.182.79.138
110.147.129.143
101.182.113.135
101.182.8.151
121.220.128.17
101.182.11.86
120.153.145.2
110.147.178.233
110.147.170.97
110.147.134.225
110.147.141.152
101.182.50.142
1.123.198.42
101.182.58.103
101.182.39.191
101.182.88.112
101.182.41.117
0.0.0.0
58.168.NN.NN

Not sure why Support would think a static IP would be a fix for the missing IPv4 info though but then, the muppets at customer support generally aren't noted for their brilliant minds and fault analysis skills (just saying). It isn't easy to get past the first line of consultants who seem to believe they can fix ALL your issues.. you probably need to get your enquiry escalated to at least Level 2 support in the network area.

I can only guess at a deliberate change forced by
1) Telstra gateways work well on IPv6 and Customer initiaed outbound traffic is okay,
2) The number IPv4 address for DHCP is tight or cannot be expanded, and
3) It is a good opportunity to get a few extra dollars from Customers for static addresses.

Don't SHOUT!
00README
Level 2: Rookie

Re: Public IPv4 Address Not Assigned to Gen2 Gateway


@cf4 wrote:

[snip]

... report a fault to Telstra support. ...

[snip]

Hi cf4,

How do you contact "real" Telstra support? All the web based links send you in circles.

Stephen


 

Don't SHOUT!
00README
Level 2: Rookie

Re: Public IPv4 Address Not Assigned to Gen2 Gateway

I cannot recommend Telstra NBN to anyone.

1) Web based and voice responder help sends you in circles.

2) 1st level support are of no help. They did not know DHCP!

3) Why should I pay extra for platinum support when the Telstra product has stopped providing IPv4 addresses.

4) Now I am paying an extra $10/month to get an IPv4 address that was provided before the fault.

5) I STILL HAVE NOT RECEIVED A REASON FOR THE LOSE OF DYNAMIC IPv4 ADDRESS.

Customer support is **bleep**

Don't SHOUT!
cf4
Level 25: The Singularity
Level 25: The Singularity

Re: Public IPv4 Address Not Assigned to Gen2 Gateway

When platinum support is used if the fault is due to faulty Telstra equipment or a fault in the Telstra network then the fee will be waived. The fact that you don't have an iPv4 address is a network fault. Eventually all internet connections will use only IPv6 addresses due to the lack of IPv4 address but I would expect ISPs to warn there customers before removing an existing IPv4 address.

Mkrtich
Level 21: Augmented
Level 21: Augmented

Re: Public IPv4 Address Not Assigned to Gen2 Gateway

Hi - interesting routing problem - I am not overly familiar with Dynamic DNS functions.

 

In CMD screens, I can [tracert] successfully to ozvalveamps.org - connects to ozvalveamps.duckdns.org using 58.168.XXX.XX within 9 hops ending in Victoria which I assume is where the Server is located, so I perhaps it is working this afternoon at time of test. I haven't looked at the DJA0231 modem, but in the LH:1000, there is no DuckDNS to select - does your Server run a DuckDNS account file and the modem's DNS settings are on Default.

 

When I try to [tracert] 1.123.198.42, I get vectored to  Western Australia to a dead end - somehow 123 gets changed to a prefix with cpe (customer premise equipment) and 223 instead of  retaining the original 213 with request time outs after 8 hops. 

 

First line after tracert entry

Tracing route to cpe-1-223-198-42.bpw7-r-032.way.wa.bigpond.net.au [1.123.198.42]

 

8th hop entry

8    34 ms   36 ms   35 ms   cpe-1-223-255-254.bpw7-r-032.way.wa.bigpond.net.au [1.123.255.254]

 

0.0.0.0. means invalid non routable address result

 

Let me know if you would like me to post the traces if you need them. I think that @cf4 's suggestion of getting hold of Platinum support is worthy of action - its beyond Call Centre staff knowledge. 

 

 

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