Level 1: Cadet

Telstra Broadband Cable - No access to external POP/IMAP servers, FaceTime or VPNs

Hi Everyone,


On the 8th of February Telstra conducted a Telstra Cable Broadband Network Upgrade in our area and since that time no computers in the household have been able to access external email via POP or IMAP or connect via facetime and some VPNs.


This is affecting:

  • 2 x Windows 7 PCs;
  • 1 x OSX; and
  • 6 x iOS devices.


I have tested the OSX machine on other networks including tethering to the Testra 4G network and all email address work as expected; sending and receiving etc.


So far I have completed the following:

  • Tested access via WiFi;
  • Tested access via Ethernet;
  • Restarted the Cable Modem numerous times;
  • Ensured the Firewall is disabled on the Cable Modem;
  • Completed a Master Reset of the Cable Modem; and
  • Ensured that the Teslstra Broadband Protect is also disabled.


Unfortunately, 10s of calls to Telstra over the last 20 days have not helped to resolve the issue and keep trying to reconfigure the SMTP server settings, which obviously doesn’t help with the receiving of emails.


So I’m reaching out to the wider public in a hope someone can help us!


I’ve listed some further details on our configuration below:


Cable Modem: Netgear Wireless Cable Gateway CG3100D-2

DHCP: Enabled

Firewall: Disabled


Gateway Status

Standard Specification CompliantEuroDOCSIS 3.0 and DOCSIS 3.0
Hardware Version2.02
Software Version5.5.7.mp2.V2.06.07
Software Version(Linux)2.6.30.V2.06.07
CM certificateInstalled

System Up Time1 days 19h:04m:40s
Network AccessAllowed



Cable Modem Event Log:




 Sun Feb 26 07:17:12 2017  

 Error (4) 

 DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=84:1b:5e:8f:21:d0;CMTS-MAC=18:e7:28:1d:75:3a;CM-QOS=1.1;CM-VER=3.0; 

 Sat Feb 25 06:49:38 2017  

 Warning (5) 

 DHCP WARNING - Non-critical field invalid in response ;CM-MAC=84:1b:5e:8f:21:d0;CMTS-MAC=18:e7:28:1d:75:3a;CM-QOS=1.0;CM-VER=3.0; 

 Sat Feb 25 06:49:36 2017  

 Notice (6) 

 Honoring MDD; IP provisioning mode = IPv4 

 Sat Feb 25 06:49:13 2017  

 Critical (3) 

 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=84:1b:5e:8f:21:d0;CMTS-MAC=18:e7:28:1d:75:4e;CM-QOS=1.1;CM-VER=3.0; 

 Time Not Established 

 Warning (5) 

 DHCP WARNING - Non-critical field invalid in response ;CM-MAC=84:1b:5e:8f:21:d0;CMTS-MAC=18:e7:28:1d:75:4e;CM-QOS=1.0;CM-VER=3.0; 

 Time Not Established 

 Notice (6) 

 Honoring MDD; IP provisioning mode = IPv4 

 Time Not Established 

 Critical (3) 

 No Ranging Response received - T3 time-out;CM-MAC=84:1b:5e:8f:21:d0;CMTS-MAC=18:e7:28:1d:75:4e;CM-QOS=1.0;CM-VER=3.0; 

 Time Not Established 

 Critical (3) 

 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=84:1b:5e:8f:21:d0;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0; 


OSX Error Message (

Connections to the Server “” on the default ports timed out


Windows Error Message (Outlook)

Task ‘ – receiving’ reported error (0x800XX1A): ‘Your Server does not support the connection encryption type you have specified. Try changing the encryption method.


iOS Error Message

Cannot Get Mail - The Connection to the server failed.




Pinging [] with 32 bytes of dat
Request timed out.
Request timed out.
Request timed out.
Request timed out.

Ping statistics for
    Packets: Sent = 4, Received = 0, Lost = 4 (100% loss),



Any Help would be really appreciated. Obvoiusly connecting to our Teslstra Mobiles to check our email every 30min is proving very very frustrating!


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