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Level 2: Rookie

activate new cable modem

i received my new netgear cable modem last week on friday.

 

I went to install it on saturday morning, all was fine... logged into captive portal and proceeded to deactivate my old modem and register the new. Upon doing this, the captive portal advises that it should take about an hour for this to happen.

 

an hour passed... nothing

 

two hours... nothing

 

after getting to about the 4th hour, i contacted tech support who then forwarded me to activations team or similar.

 

I was advised that it'll be about 24 hours from my initial ativation (about 10am saturday morning).

 

It's after 11pm on monday night and I tried testing to see if the new modem works, but I keep getting re-directed to the captive portal... I presume this means that it isn;t yet activated?

 

thankfully I am able to use my old c able modem.

 

can someone please advise what might be going wrong?

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42 REPLIES 42
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Level 1: Cadet

Re: activate new cable modem

i work with bigpond tech support and what i can advise is to follow what the activations team said, if the timeframe has already passed try performing powercycle, hust turnoff the modem and turn it back on and just wait for the modem lights to turn solid green. Then open any browser and you can check if you'll still see the captive portal, if so then proceed then register once done you can now connect. If not then call technical support as they can send an escalation request to the level 2 if its the same.

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Level 2: Rookie

Re: activate new cable modem

I've already done all of that and it still goes to the captive portal and asks to deregister  the old modem/ register the new one.

 

apparently it is just a matter of adding the mac address of the new modem (which they have, because it was read out to me over the phone) and removing the old one associated with my account.

 

 

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Telstra (Retired)
Telstra (Retired)

Re: activate new cable modem

I'd be happy to check out the MAC ID issue for you and ensure the correct one is assigned.

Please send me a PM and I'll obtain your details securely to assist further.

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Level 2: Rookie

Re: activate new cable modem

PM sent

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Level 20: Director

Re: activate new cable modem

In reply: @lloydc

 

For what ever reason, some cable modems cant be provisioned, however I do not think that is what is happening here.

 

Some browsers ask to save passwords, and you must follow this behavior in the captive portal (you can always clear the browser cache after provisioning).

 

Have you tried to provision the modem again?

 

If not, just plug it in (the modem, wait a few minutes) , open a browser window and follow the instructions, then, what are the results?

 

You should clear the browser cache before plugging in the new modem to provision it.

 

Awaiting your reply Smiley Happy

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Level 2: Rookie

Re: activate new cable modem

I haven't given it another go as yet, however, after further correspondance with greg , I am informaed that telstra are taking care of it from their end Smiley Happy

 

 

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Level 20: Director

Re: activate new cable modem

In reply: @IIoydc

 

Ok, no problems.

 

If you require any further advice/assistance, please dont hesitate to reply Smiley Happy

 

Thanks for the update.

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Level 2: Rookie

Re: activate new cable modem

i just thought i'd bump this again.

 

The new modem was working fine for a few days until yesterday (about lunch time)... the new modem is unable to conect to the internet, and after logging into the router, the gateway section reveals:

 

'network access': denied

 

I've replied to gregs last email with the full story, but thought it might be an idea to bump my thread in here too.

 

any thoughts?

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Level 20: Director

Re: activate new cable modem

In reply: @lloydc

 

If your modem is denied network access, you need to:

 

a. Contact activations

b. Contact Greg (which you have already)

c. Have the modem replaced

 

I think (b + c) is probably the better option as he is aware of this issue, and a replacement modem will most likely solve all the MAC provisioning issue's.

 

If you need any further advice, please don't hesitate to reply Smiley Happy

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Level 2: Rookie

Re: activate new cable modem

thanks for the reply.

I'll wait to hear from greg... i'm hoping another modem isn't required. life without internet is painful... I couldn't even resort to team deathmatch on black ops in all my boredom last night LOL

all your help is appreciated Smiley Happy
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Level 2: Rookie

Re: activate new cable modem

UPDATE:

 

I received a CG3100 modem last week and the connection was constantly dropping out.... then was taking ages to sign back ina gain.

 

this has fixed itself, and i managed a to get over 100mb/s on speedtest.net last night (however accurate it may or may not be, it's fast!) via ethernet... which brings me to my next issue.

 

WIFI PERFORMANCE IS TERRIBLE!!!

 

i have one laptop upstairs and the other I use about 3 meters away from the router itself.

 

long story short, if i use wifi sitting next to the router, it's fine... if i se it 3 meters away (nothing in the way) then performance is so bad that i can't even change setting on the router without it dropping out.

 

i've used ssinsider as per extreame's posts in other threads and on his forum, and tried multiple channels... turned power saving off etc etc.

 

basically what I want to know is, would there be a likely fix for having a fast wifi connection upstairs by changing settings on the CG3100 (*note: my sbg900 provided a decent wifi connection upstairs, so being a newer modem, i thought it would be reasonable that a similar connection would be expected)

 

OR

 

should I go and buy something like an airport extreme and bridge the cg3100?

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Level 20: Director

Re: activate new cable modem

In reply: @lloydc

 

I would like to apologize for not replying sooner as I did not receive an email notification of your reply.

 

If you could provide screenshots of your wireless settings menu of the modems GUI, removing any personal information such as SSID, CM MAC, STA PIN, router PIN, pre-shared key, and I will be happy to advise further with wireless settings.

 

I personally do not have these types of issue's with the settings I have, so I would like to try this before considering advising of a separate router.

 

Looking forward to your reply Smiley Happy

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Level 1: Cadet

Re: activate new cable modem

Just relocated premises and cancelled my DSL connection in preference for Cable. Foxtel was installed yesterday via cable no issues. I have a Netgear modrem here from the previous tenant, connected and synced. Relocations team processed the order for cable and applied by email address to activate after I had SSU0004 error on the captive portal. I now get CCP0028. Any advice? I was on the phone got 1hr 36minutes and the kind dropped out. No callback.
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Level 1: Cadet

Re: activate new cable modem

I have the MAC address of the modem if than helps
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Telstra (Retired)
Telstra (Retired)

Re: activate new cable modem

Hey Gogetr,

 

It does sound like there has been an issue with the order and we will have to get a look and see if this needs to be escalated further. Now you can have this completed with my colleagues in Live Chat 24/7 via:
 

http://tel.st/49kl

 

Or we can have a further look and I have sent you a PM so we can get the account details and check the order. At present we have a 3 - 5 business day turnaround with the escalations, but will case manage the issue from when it is assigned to resolution.

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Level 1: Cadet

Re: activate new cable modem

Thank you. I have provided the MAC address and serial number of the modem. Issue is authenticating my user if to unlock access to downstream channel.
I've logged into the cable modem and it shows connected but blocked. I have IP address.
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Telstra (Retired)
Telstra (Retired)

Re: activate new cable modem

Thanks for the update and we will get this assigned so we can have the order pushed through for you asap.

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Level 1: Cadet

Re: activate new cable modem

Turns out the issue is not technical but rather one of getting my account set up. I don't understand why it takes provisioning/activations to set up an account more than 4 days. Especially as I had arranged to move a month ago. My only a ing grace is that I have an official service SIM in my phone but that's no help to my family.
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Level 1: Cadet

Re: activate new cable modem

I have had exactly the same problem as Lloydc.

I first had the modem connected on Nov 15. Last wednesday after numerous calls I was escalated to Level 2. I  was told I would get a call from Activations, who would manually register my modem.

I called Saturday and was told they would call Monday. Nothing, so I called Tuesday and eventually spoke to a supervisor who was polite and apologetic. He says that they are having to reprogram a server which makes no sense to me. Surely it is an issue with the way in which my account has been provisioned. I was promised another call within 48 hours but have no confidence that I am closer to having this fixed.

 

The process is very frustrating. Every time I call technical support, I feel like I am starting again.  The callback feature on emails is a great idea, but usually takes two days to respond, and the response has always been from a new operator. The operator has never read the notes on the account, and doesn't even know my account details.  I have always found the Telstra products good once you are connected and all is working, but the customer service on set-up is a disaster.

 

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Community Manager Community Manager
Community Manager

Re: activate new cable modem

Hi Edwinf,

 

In the instance you've described, calling Technical Support is probably also not helping your cause. If this is an issue activating a service then it's likely not something Tech Support can help out with. Our Activations team are the people you need to be speaking with. You can call that team on 137 663 and they'll be of much more use getting your service up and running.

 

Cheers, Tim 

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Level 1: Cadet

Re: activate new cable modem

orded a new modem through telstra and still waiting for activation!!! its been 2 weeks!

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Telstra (Retired)
Telstra (Retired)

Re: activate new cable modem

Hi denizerel, 

We were experiencing an issue with registering Cable modems. 

It's since been resolved though - and if you're still unable to register, just call and speak with our Activations team on 137663 and they'll manually register the modem for you.

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Level 2: Rookie

Re: activate new cable modem

This is interesting, I had the same problems last year, it got so bad I had to put the old modem back in because I was tired of waiting so long for the new modem to activate. I've decided the only way to fix this problem is to go to optus cable.

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Level 3: Gumshoe

Re: activate new cable modem


@RichMeg wrote:

This is interesting, I had the same problems last year, it got so bad I had to put the old modem back in because I was tired of waiting so long for the new modem to activate. I've decided the only way to fix this problem is to go to optus cable.


Not exactly sure how this has anything to do with Telstra, considering your talking about Optus.

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Level 2: Rookie

Re: activate new cable modem

<Removed> Because after waiting five days for my new Telstra cable modem to connect to Telstra downstream, and after many phone calls and reassurances and still nothing, nada, zip,  the easiest way to fix this problem is to go OPTUS !!!

If your reply is the standard for Telstra crowd support, then I will definately have made the right choice..

<Removed>

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Level 3: Gumshoe

Re: activate new cable modem

Well your issue is resolved, and still not sure why you are here as this now has nothing to do with Telstra.

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Level 2: Rookie

Re: activate new cable modem

Your kidding right, it has all to do with Telstra.

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Level 3: Gumshoe

Re: activate new cable modem

You are not registering any modem, from memory it was last year, and you think the only way to fix it is to go to Optus.

 

I stand by what I have said, it has nothing to do with Telstra. Please stop spamming these forums about something irrelevant.

 

If you do have something relevant, then I will be happy to assist.

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Level 2: Rookie

Re: activate new cable modem

You call it spamming, I'm telling it as it, just like others here, they also had the same problem of not having their modem connecting to Telstra, when I contacted Telstra the many many times to get mine activated, I was informed by one of the many Telstra call centre people that I would plead with to getting my modem connected that Telstra is no longer maintaining the cable network because of the NBN rollout, so yes,,it has all to do with Teltra. So tell me Aussiecable, is this true ?

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Level 3: Gumshoe

Re: activate new cable modem

Contact  complaints on 132 200

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Level 1: Cadet

Re: activate new cable modem

I got a new Telstra Gateway Max modem last week and spend the whole weekend in an effort to register it or activate it. Every time I spoke to Technical support, new diagnosis and new line of treatment and finally it was escalated to level 2 with turn around time of 24 to 48 hours. I have been asked to connect back the old faulty modem until Telstra sought out the issue with teh registration and activation of teh said modem. I have no diea what ios happenign as I was told Back of house or level 2 peopel dont talk to customers and they cant be contacted.
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Level 3: Gumshoe

Re: activate new cable modem


@Pasha_Mian wrote:
I got a new Telstra Gateway Max modem last week and spend the whole weekend in an effort to register it or activate it. Every time I spoke to Technical support, new diagnosis and new line of treatment and finally it was escalated to level 2 with turn around time of 24 to 48 hours. I have been asked to connect back the old faulty modem until Telstra sought out the issue withteh registration and activation ofteh said modem. I have nodiea whatioshappenign as I was told Back of house or level 2peopeldont talk to customers and they cant be contacted.

You have not explained a great deal here, not much content what so ever, so can you elaborate further on exactly what the issue is you are experiencing, please.

 

Did the captive portal ask would you like to deregister the old modem and register the new modem?

 

If yes, did you reboot both modem and PC after activating your new modem to clear the caches?

 

Yes Level 2 Techs will not contact you unless they need too, they usually look at the situation and fix any issue's, hence why you cannot contact them, they are not front of house, like customer service representative are.

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Level 1: Cadet

Re: activate new cable modem

Dear Ausia_Cable, Thank you very much for your response. No, when I was asked to connect the new modem, we immediately asked to open the webpage whhich came with captive portal and asked to register but it was continosuly going into loop as per the tech support person. We tried everything in teh book, reboot, rest to factory default but nothing and ultimately the tech support peron escalated it to level 2. If you want I am happy to provide you the accoutn number and escalation reference, Now i have reconnected the old modem until Telstra sorted out the issue, I am not sure when.
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Telstra (Retired)
Telstra (Retired)

Re: activate new cable modem

Hi Pasha _Mian,

 

I am glad to hear that you are able to use the older modem to remain connected in the interim. Once the registration issue of the new modem has corrected, a consultant will contact you. The time frame for this can vary from a few days to a few weeks depending on their workloads and the complexity of the issue and what needs to be done to resolve. 

 

However, you should notice the change long before the consultant can follow up with you as you will find that the older modem no longer works. Connect the new modem in and you should be able to connect without completing the registration process again.

 

- Shelly

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Level 1: Cadet

Re: activate new cable modem

Thanks for your email. It is unfortunate that the time frame can be few days to few weeks, what else i can say. So, what you are sayign is the moment old moden stops, i need to immediately connect the new modem and it will be smooth sailing onwards. Please try fast track these issues as internet is a necessity.
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Telstra (Retired)
Telstra (Retired)

Re: activate new cable modem

Pasha,

 

To be fair to all, these tickets are actioned in the order that they are submitted. The fix needs to be completed by a specialised team with a high level system access and they look after more than just this one issue.

 

I apologise for the delays in being able to use your new modem, but please connect the new modem if you notice the current one stops working.

 

- Shelly

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.

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Level 2: Rookie

Re: activate new cable modem

G'day Pasha, I had the exact same problem, exactly the same, and after a week I gave up and left the old modem in and just power cycle it every now and then to make our internet work, I believe whilst your old modem is in place, the new modem will never be connected, it's a real catch 22, either you have no internet and leave the new modem in and fingers crossed it may be connected up again, or just leave the old one in place.

Oh, I nearly forgot, Welcome to "Crowd Support" !!!

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Level 1: Cadet

Re: activate new cable modem

Telstra are TOTALLY USELESS! My father-in-law was given a new Gateway Max modem in June and I helped him install and "attempt" to activate it. It took Telstra more than 3 weeks to activate the modem and eventually he had someone in Australia activate it instantly while he was on the phone after phone call number >50!

 

There really is no excuse from Telstra for their worse than third world service.

 

I now have the exact same problem - ordered a new modem and signed up for another 2 years for a Cable broadband plan on Monday. Modem arrived today and was assured it would work, to my LACK OF SURPRISE it doesn't!

After more than 20 minutes on the phone to the Philippines(!) they couldn't get through to their own technical activations team and was told is should "hopefully" be active in 24 hours (or so?).

 

If it isn't working by this time tomorrow I am going to the Omboudsman as have no choice for cable in my area as Telstra own the cable!

 

My wife and I own our own small businesses (both startups) and rely on access. No breaks from anyone and completely self-funded - SHAME ON YOU TELSTRA.

Let's forget the NBN and get services working as they should be in a developed country!!!

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Level 1: Cadet

activate new cable modem NOT X2

Further to the message above - I have now reinstalled my old modem as need to have access.

 

Telstra - you should take the following customer service advice: "Excuses are like armpits - everyone (your departments)  has them and.... they stink!

 

BE WARNED - If you sign up to anything with Telstra or change anything, be prepared for days of phone calls, stress and no resolution (possibly for weeks) and, of course, NO SERVICE internet (or customer). 

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Level 1: Cadet

Re: activate new cable modem NOT X2

the problems with telstra a re endless

I am on day 12 of trying to get my home cable internet activated but telstras have passed me around from 1 area to anothereach day and now i am over 13 hours on the phone still being passed around

Telstra appear to be bottom of the barrel for service

I switched off them many years ago and after consideration i thought to give them another try

and nothing has changed    still bottom of the barrel for their service

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Level 1: Cadet

Re: activate new cable modem NOT X2

I am having the same issues

Now at  3 weeks and still stuck at the captive portal

sick of the lies from the overseas call centres

 

1. itll take 1 hour

2. it takes two business days

3. There is an outage in your area

4. There is a system outage

5. There is a server problem

6. We will escalate

7. Dont worry well get you online I just cant give you a time frame

 

 

 luckily my old modem is somewhat functional

 

if I'm not active by Tuesday I guess I will have to lodge another TIO complaint

 

Smiley Mad

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Level 1: Cadet

Re: activate new cable modem

We are having the same issues. First moved into our new.place in June. End of july we finally got access after over 20 hours on the phone and four (FOUR) modems. Every time my boyfriend was told "we haven't registered the modem with the system". How hard can it be. FOUR MODEMS!!!

Anyway all was finally fixed on 31st July. Then last night we tried to watch Netflix and lo and behold the same "gateway access" message is showing again. Cue another hour call to Telstra. Obviously, as per usual, they have nothing on record from our previous calls and it's a brand new issue brand new day. We were told someone would ring me when fixed. Nothing. To try again when Mac address was re registered. Nothing
Its a total joke. I work from home and today had to take leave. Seriously how is it so <bleep> hard. How about sorting out the modem before you post it out. If they send us another with the same excuse as before after its been working for three months I will not be responsible for my actions
I'd kill to move to optus right now but telstra have the monopoly. All v well having the monopoly but don't be third world!!!!!!

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