Telstra smart modem magenta light

[Jay39]

Hi so my internet was working fine earlier today then suddenly where it says online the light has turned magenta everything else is green what would be the problem

[cf4]

There could be a network fault or if you have an ADSL connection the modems Broadband PPPOE settings might have the wrong Bigpond username and password.

What type of connection do you have?

[Jay39]

Velocity

[Jay39]

I did check the gateway however and the pppoe says it’s still trying to connect 

[cf4]

Velocity connections require the correct username and password. If they are correct then it is a network server problem or fault with modem. You could try a factory reset of the modem. To fix a network problem you will need to contact Telstra. Best way to contact Telstra is to use the messaging function in the get help section of the My Telstra app.