De-Coder-TSV
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2x Hisense smart tvs unable to connect to Telstra Smart Modem Gen 2

Answered

Older Hisense 42inch TV was previously working without any slow connection or extender.  New modem has vpbeen installed as above and now this previously working TV and new Hisensense TV not connecting with new credentials.  SSID does come up however signal strength without extender is very poor.  Unable to connect to any apps I.e Youtube, ABC I view.  Both tvs connect no problem to mobile hotspots.  So seems to be a setting in the new modem.  WPS is enabled.  Help?

2 ACCEPTED SOLUTIONS

Accepted Solutions
cf4
Level 25: The Singularity
Level 25: The Singularity
Accepted Solution

Re: 2x Hisense smart tvs unable to connect to Telstra Smart Modem Gen 2

Suggest you try changing both the modem's IPv4 and IPv6 DNS to a non Telstra DNS.and then disconnecting and reconnecting the TVs. Changing DNS will by pass Telstra broadband protect which might be blocking the sites used by the streaming services. There are instructions for changing DNS in section 32 of document attached to this post.

 

https://crowdsupport.telstra.com.au/t5/Modems-Hardware/Telstra-Smart-Modem-Gen-2-Arcadyan-version-LH...

 

 

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De-Coder-TSV
Level 2: Rookie
Accepted Solution

Re: 2x Hisense smart tvs unable to connect to Telstra Smart Modem Gen 2

OK!  So after a bit more fiddling it is now working!  Your modification worked, however, I had to also turn both the modem and the wifi extender off for 60 seconds to give it time to reconfigure.  Turned it all back on.  Waited for green light to go ahead and TV now working!  Thank you! 

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cf4
Level 25: The Singularity
Level 25: The Singularity

Re: 2x Hisense smart tvs unable to connect to Telstra Smart Modem Gen 2

There are two versions of the Gen 2 modem. One made by Technicolor (DJA0231) and the other made by Arcadyan (LH1000). The model number is displayed on the left hand side of modem's log in page. Log into modem (http://192.168.0.1, password is Telstra). If you have the LH1000 go to WiFi, turn Wi-FI PMF of for both WiFi bands and save settings. If you have the DJA0231 go to Advanced > WiFi, turn of Protectect Management Frames on both WiFi bands and save settings. Try reconnecting the TVs.

 

WiFi issues due to Protected Management Frames - Telstra CrowdSupport - 900478

De-Coder-TSV
Level 2: Rookie

Re: 2x Hisense smart tvs unable to connect to Telstra Smart Modem Gen 2

Hi!  This modem is the LH1000.  All this did was disappear the SSID from the connection list on both TVs for this wifi connection.  Also, we did turn off the modem, several times for over 60 seconds after each config change and still same issue.  Also unplugged tvs and still the same.  Any other suggestions?

cf4
Level 25: The Singularity
Level 25: The Singularity

Re: 2x Hisense smart tvs unable to connect to Telstra Smart Modem Gen 2

The SSIDs will disappear briefly when settings are changed but should reappear. 

 

Are the TV connecting to the modem's WiFi but streaming apps don't work are the TV not connecting to the WiFi?

 

Is the light on the front of the modem green or is it blue? 

De-Coder-TSV
Level 2: Rookie

Re: 2x Hisense smart tvs unable to connect to Telstra Smart Modem Gen 2

So the SSIDS disappeared completely.  We waited for over 10 minutes and it didn't re-appear.  I unplugged the tvs, plugged back in after 60 seconds.  The light on front of modem is green.  The TV is saying that it's  connected to the internet however the streaming apps not connecting - check internet connection.  Wifi signal is 4-5 bars.  Able to connect to these same wifi SSID with other devices no problems. 

cf4
Level 25: The Singularity
Level 25: The Singularity
Accepted Solution

Re: 2x Hisense smart tvs unable to connect to Telstra Smart Modem Gen 2

Suggest you try changing both the modem's IPv4 and IPv6 DNS to a non Telstra DNS.and then disconnecting and reconnecting the TVs. Changing DNS will by pass Telstra broadband protect which might be blocking the sites used by the streaming services. There are instructions for changing DNS in section 32 of document attached to this post.

 

https://crowdsupport.telstra.com.au/t5/Modems-Hardware/Telstra-Smart-Modem-Gen-2-Arcadyan-version-LH...

 

 

View solution in original post

De-Coder-TSV
Level 2: Rookie
Accepted Solution

Re: 2x Hisense smart tvs unable to connect to Telstra Smart Modem Gen 2

OK!  So after a bit more fiddling it is now working!  Your modification worked, however, I had to also turn both the modem and the wifi extender off for 60 seconds to give it time to reconfigure.  Turned it all back on.  Waited for green light to go ahead and TV now working!  Thank you! 

View solution in original post

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