aquastar
Level 2: Rookie

Unable to Connect to the Internet using WIFI and TechnicolorTG797n v3 Modem

Answered
I finally convinced my dad to get broad band after using a dongle for many years. He got the TechnicolorTG797n v3 modem from Telstra. I helped him set it up and we went to the URL telstra.gateway and the interface said that it is connected but the internet doesn't load. I rang Telstra and they said that broad band is down for 12 hours in your area. So we waited and it still didn't work
 
He then spend the next week on the phone to the Telstra tech 3 or 4 times for over 4 hours checking everything. In the end he has just given up as Telstra said there is nothing wrong with it but the internet still doesnt work. I've checked all the connections and settings but cant see anything either. I even connected the computer to my Adam connection and it set up and connected to the internet with 2 clicks and under a minute. So its not the computer... its some settings or a Telstra problem. Either cancel his contract and refund him or tell me how to fix it. He's over 80 and too old to be worried about this. Fair is fair!    
1 ACCEPTED SOLUTION

Accepted Solutions
Yastiandrie
Level 24: Supreme Being
Level 24: Supreme Being
Accepted Solution

Re: Unable to Connect to the Internet using WIFI and TechnicolorTG797n v3 Modem

click the broadband button then username/password is usually in the bottom right. It will probably have newdsluser@bigpond.com in the username section. Also after you hit apply/save you may need to wait a couple of minutes before it connects, restarting the modem after entering new details speeds up the process. If you get a red internet and status light the username or password may be incorrect

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

View solution in original post

Was this helpful?

  • Yes it was, thank you
  • No, I still need help
14 REPLIES 14
Yastiandrie
Level 24: Supreme Being
Level 24: Supreme Being

Re: Unable to Connect to the Internet using WIFI and TechnicolorTG797n v3 Modem

Have you put your dad's bigpond username and password into the modem? the modems come with a default one pre-loaded that does not allow you to access the internet

 

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
aquastar
Level 2: Rookie

Re: Unable to Connect to the Internet using WIFI and TechnicolorTG797n v3 Modem

Thanks Yastiandrie , i did try that but there are a number of sections where it can be done, where exactly do I need to enter that in the interface at URL telstra.gateway? 

Yastiandrie
Level 24: Supreme Being
Level 24: Supreme Being
Accepted Solution

Re: Unable to Connect to the Internet using WIFI and TechnicolorTG797n v3 Modem

click the broadband button then username/password is usually in the bottom right. It will probably have newdsluser@bigpond.com in the username section. Also after you hit apply/save you may need to wait a couple of minutes before it connects, restarting the modem after entering new details speeds up the process. If you get a red internet and status light the username or password may be incorrect

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

View solution in original post

aquastar
Level 2: Rookie

Re: Unable to Connect to the Internet using WIFI and TechnicolorTG797n v3 Modem

Thanks, will try tomorrow and let u know. There is something in PPP settings as well for user name, do I need to change that as well? 

Yastiandrie
Level 24: Supreme Being
Level 24: Supreme Being

Re: Unable to Connect to the Internet using WIFI and TechnicolorTG797n v3 Modem

no just need to do it for one..That is another place you can enter the user/pass though

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
aquastar
Level 2: Rookie

Re: Unable to Connect to the Internet using WIFI and TechnicolorTG797n v3 Modem

Here is what happened. All I can do is to describe the whole situation as pathetic customer support  
 
I went yesterday to URL telstra.gateway and the interface didn't load but went to a login screen. So I entered user/pass and it kept coming up incorrect details. I did this 5 times with no luck. I knew the user/pass was correct so I rang Telstra support
 
Support said to enter the user/pass again and again and still no success. He then sent me the old pass to see if that was correct, which it was. He then went through all the connections again and tried connecting via cable which we did all this last week. He then sent me a new pass which didn't work either. I suggested trying another browser, he said yes, so I tried explorer and edge in addition to chrome which all didn't work. He also advised that they were having more outages in the area yesterday. He then advised its a browser error and the internet is working fine and its not a Telstra problem and for me to contact Microsoft
 
I said this was not acceptable, so he said that he would contact Platinum customer support to resolve it but warned me that I may get charged for upgraded support. After a further lengthy wait he came back, changed his story and said its a faulty modem and to take it back to Telstra shop and they will give you a replacement. I said fine but make sure that the Telstra shop knows that my dad would be coming in to change it over. Said yes it will be all one the file
 
So my dad went to West Lakes Telstra shop and they said they knew nothing about it but told him to go to Telstra Shop in Adelaide as they know more stuff. So he caught the bus all the way to the city and they said they knew nothing about it and wanted 200 bucks for a new modem. They said that he had 24 hours to update the support request or it will be closed and that the modem is out of warranty... wtf it only 2 weeks old. He is over 80 and travelled all the way home very upset and almost in tears as this whole thing has gone on and on for over 2 weeks now and still the internet is not loading
 
Telstra's inability to rectify a basic problem has left me no option but to report Telstra's activities and put in a complaint to the ombudsman and speak to Leon Byner about it on 5AA. He has had great success in exposing Telstra's poor service standards on the radio
 
Do a search for "Telstra Complaints" and there are thousands of entries. Telstra needs to lift its game and care about customers or at the end of the day, customers will leave them by the truck loads
 
Also, how about some truth in advertising and change your slogan from "Its How We Connect" to "We Are Unable To Connect" 
Georgie
Telstra (Retired)
Telstra (Retired)

Re: Unable to Connect to the Internet using WIFI and TechnicolorTG797n v3 Modem

Hi aquastar,

 

I am really sorry to hear of this situation and sincerely apologise to both you, and your dad. It is definitely not the type of experience we set out to achieve for our customers. Do you have a reference number for this and I can have a look into it a little further for you?

 

-Georgie

Need help? Check out our Community Wiki or Support Portal || Looking for a new mobile? Order online today || Get help with any Tech at Home with Telstra Platinum || 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

aquastar
Level 2: Rookie

Re: Unable to Connect to the Internet using WIFI and TechnicolorTG797n v3 Modem

Hi Georgie, No I dont have a reference number. Phone him and sort it out please and get him connected or cancel and refund his contract, fair is fair! 

Georgie
Telstra (Retired)
Telstra (Retired)

Re: Unable to Connect to the Internet using WIFI and TechnicolorTG797n v3 Modem

Unfortunately we don't have access to personal accounts or information via Social Media, however you can leave your details with us at the following link so that we can have a case manager call you within 48 business hours?:  http://tel.st/LeaveItWithUs

 

Alternatively, you can raise a complaint at the following link: Lodging a complaint with Telstra

 

Please let me know if I can do anything else to assist.

-Georgie

Need help? Check out our Community Wiki or Support Portal || Looking for a new mobile? Order online today || Get help with any Tech at Home with Telstra Platinum || 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

aquastar
Level 2: Rookie

Re: Unable to Connect to the Internet using WIFI and TechnicolorTG797n v3 Modem

No its not acceptable, someone with all the details above (the case history) needs to phone him and fix it. Other wise some one will phone and ask for all the details about the problem again. His user name is xx u can get his phone number from there if you are serious about helping him 

Georgie
Telstra (Retired)
Telstra (Retired)

Re: Unable to Connect to the Internet using WIFI and TechnicolorTG797n v3 Modem

I am sorry, we do not have access to personal accounts via Social Media so I am unable to do so. You may also want to remove the e-mail address from your post due to privacy reasons and as this is a public forum. 

 

If you have a reference number, I will be able to assist that way. I sincerely apologise. 

 

-Georgie

Need help? Check out our Community Wiki or Support Portal || Looking for a new mobile? Order online today || Get help with any Tech at Home with Telstra Platinum || 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

aquastar
Level 2: Rookie

Re: Unable to Connect to the Internet using WIFI and TechnicolorTG797n v3 Modem

LOL!! I knew this forum would be a waste of time as well 

Yastiandrie
Level 24: Supreme Being
Level 24: Supreme Being

Re: Unable to Connect to the Internet using WIFI and TechnicolorTG797n v3 Modem

if the modem is asking for a user/pass to log in it is generally admin/"blank" though in theory it shouldnt be asking for it unless it was inadvertently set to ask for it.

 

Only thing i can suggest is factory resetting the modem (Reset recess should be next to the power plug if i remember correctly. Hold a toopick/paperclip/something small in there for approx 10 seconds). then give it another go

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
aquastar
Level 2: Rookie

Re: Unable to Connect to the Internet using WIFI and TechnicolorTG797n v3 Modem

Hi Yastiandrie, thanks for your help, seems that you're the only one that genuinely tried to help here and I noticed that you're doing it in your own free time. Telstra gouged and raked in $4.23 billion in profits last year from their customers and they should be paying you for your services here as a bonus gesture 
 
You're right anyway, originally it would go to directly to the interface, now it goes to the login screen which is not normal and there seems to be some underlying issue with TechnicolorTG797n v3 Modem and browser compatibility. After another few hours on the phone yesterday Telstra has finally agreed for the second time that it was a faulty modem and now "claims" it is posting out a new GATEWAY MAX Modem as a replacement. We will see in due time if it actually arrives or if its yet another Telstra ploy to defuse a complaint and stall for time  
 
It wouldn't surprise me at the end of the day with the mass of complaints, dodgy service standards, inability to rectify problems that Telstra doesn't end up in a Class Action action suit. After this experience I will never use Telstra again and will move all my contracts away from them as they expire  
 
Telstra..... accept and address the undelaying issues of poor customer support and stop trying to make everything so complicated, go back to basics is better and realise where your profits are generated from, which is your customers and staff and look after them first. Surely its better to gouge 3 billion out of your customers but provide a world class service standard, because in the following years your profits will increase substantially by providing better service. Surely this is starkly obvious to Telstra management?  

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