Level 1: Cadet

Support request for cable Internet connection problem

Based on the below Smart Modem log, most likely something Telstra did night work or could be something went wrong at 3AM and since then the cable connection is down. Internet is available via LTE backup. I would like to raise support request but can't find any way other than call them. Chat is useless for now as only robot response I got. Not sure why there's no email address to raise support request with log. How can I proceed?

 

 

20.11.2020 22:30:16 NTP: Sync time with time server.
20.11.2020 23:30:17 NTP: Sync time with time server.
21.11.2020 00:30:17 NTP: Sync time with time server.
21.11.2020 01:30:17 NTP: Sync time with time server.
21.11.2020 02:30:17 NTP: Sync time with time server.
21.11.2020 03:08:56 WAN: eth0 BFDv4 Supervision fails once. Fail Count = 1
21.11.2020 03:10:25 WAN: eth0 BFDv4 Supervision fails once. Fail Count = 1
21.11.2020 03:11:56 WAN: eth0 BFDv4 Supervision fails once. Fail Count = 1
21.11.2020 03:12:26 WAN: eth0 BFDv4 Supervision fails once. Fail Count = 2
21.11.2020 03:12:56 WAN: eth0 BFDv4 Supervision fails once. Fail Count = 3
21.11.2020 03:13:26 WAN: eth0 BFDv4 Supervision fails once. Fail Count = 4
21.11.2020 03:13:37 DHCPv4 - trigger renew on eth0
21.11.2020 03:13:41 DHCPv4 Script: RELEASE(eth0)
21.11.2020 03:13:42 PPPoE - start client on eth0
21.11.2020 03:13:42 PPPoe Discovery: Sending PADI.
21.11.2020 03:13:43 WAN: eth0 DHCP/PPP Timeout.
21.11.2020 03:13:43 WAN: Pending 30 seconds + Random delay 9 seconds
21.11.2020 03:13:44 WAN: Notify System Services WAN v4 Stopped (eth0)
21.11.2020 03:13:44 DHCPv4 - start client on eth0
21.11.2020 03:13:44 DHCPv4 Script: PREINIT(eth0)
21.11.2020 03:13:45 DHCPv4: WAN0 REBIND Send Discover
21.11.2020 03:13:45 Start web redirect (CMD_BOOT_NEW)
21.11.2020 03:13:48 DHCPv4: WAN0 REBIND Send Discover
21.11.2020 03:13:56 DHCPv4: WAN0 REBIND Send Discover
21.11.2020 03:14:12 DHCPv4: WAN0 REBIND Send Discover
21.11.2020 03:14:22 WAN: Pending Over
21.11.2020 03:14:22 WAN: Notify VOIP now switch to LTE.
21.11.2020 03:14:22 WAN: Notify LTE to do Data Connect.
21.11.2020 03:14:33 WAN: Notify System Services WAN v4 Update (LTE 464)
21.11.2020 03:14:36 Start dnsmasq at br0
21.11.2020 03:14:37 NTP: Sync time with time server.
21.11.2020 03:14:43 WAN: Notify System Services WAN v6 Update => wwan0
21.11.2020 03:14:44 DHCPv4: WAN0 REBIND Send Discover
21.11.2020 03:14:51 Start dnsmasq at br0
21.11.2020 03:14:52 TR069: Current connection request URL: http://<Removed>
21.11.2020 03:14:53 NTP: Sync time with time server.
21.11.2020 03:15:00 TR069: Detect value changeSmiley Very Happyevice.Services.X_TELSTRA_IWIFI.1.ExtendedStatus.
21.11.2020 03:15:00 TR069: Detect value changeSmiley Very Happyevice.IP.X_TELSTRA_IP.ActiveWANInterface.
21.11.2020 03:15:00 TR069: Detect value changeSmiley Very Happyevice.ManagementServer.ConnectionRequestURL.
21.11.2020 03:15:00 TR069: Detect value changeSmiley Very Happyevice.DeviceInfo.ProvisioningCode.
21.11.2020 03:15:01 check Log size /tmp/dhcp_log.txt
21.11.2020 03:15:01 check Log size /tmp/dhcp_log.txt
21.11.2020 03:15:02 TR069: Sending 4 VALUE CHANGE inform to ACS: <Removed>.
21.11.2020 03:15:02 TR069: Received InformResponse
21.11.2020 03:15:02 TR069: Received GetParameterValues
21.11.2020 03:15:02 TR069: Sending GetParameterValuesResponse
21.11.2020 03:15:02 TR069: Received GetParameterValues
21.11.2020 03:15:02 TR069: Sending GetParameterValuesResponse
21.11.2020 03:15:02 TR069: Received GetParameterValues
21.11.2020 03:15:02 TR069: Sending GetParameterValuesResponse
21.11.2020 03:15:02 TR069: Received GetParameterValues
21.11.2020 03:15:02 TR069: Sending GetParameterValuesResponse
21.11.2020 03:15:02 TR069: Received GetParameterValues
21.11.2020 03:15:02 TR069: Sending GetParameterValuesResponse
21.11.2020 03:15:02 TR069: Session end.
21.11.2020 03:15:48 DHCPv4: WAN0 REBIND Send Discover
21.11.2020 03:16:01 check Log size /tmp/lib-arc-cfg.errlog
21.11.2020 03:16:01 check Log size /tmp/lib-arc-cfg.errlog
21.11.2020 03:16:52 DHCPv4: WAN0 REBIND Send Discover
21.11.2020 03:17:56 DHCPv4: WAN0 REBIND Send Discover
21.11.2020 03:19:00 DHCPv4: WAN0 REBIND Send Discover
21.11.2020 03:20:04 DHCPv4: WAN0 REBIND Send Discover
21.11.2020 03:21:08 DHCPv4: WAN0 REBIND Send Discover
21.11.2020 03:22:12 DHCPv4: WAN0 REBIND Send Discover
21.11.2020 03:23:16 DHCPv4: WAN0 REBIND Send Discover
21.11.2020 03:24:21 DHCPv4: WAN0 REBIND Send Discover
21.11.2020 03:25:25 DHCPv4: WAN0 REBIND Send Discover
21.11.2020 03:26:28 DHCPv4: WAN0 REBIND Send Discover
21.11.2020 03:27:32 DHCPv4: WAN0 REBIND Send Discover
21.11.2020 03:28:36 DHCPv4: WAN0 REBIND Send Discover
21.11.2020 03:29:40 DHCPv4: WAN0 REBIND Send Discover

 

 

 

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1 REPLY 1
Level 21: Augmented

Re: Support request for cable Internet connection problem

What does the GUI home page tell you about current firmware? Have you power cycled the modem since the problem occurred?

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

Set it & forget it

With direct debit there’s no need to give paying your bill another thought.

Avoid queuing up and never worry about late fees again.

Setup direct debit