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Level 19: Deputy Director

Can't connect to Smart Modem or reset it.

Though I have asked and tried to opt out of "Broadband Protect" especially since at the moment I only have an ethernet connected Desktop running linux, I was disturbed when trying to access my Smart Modem just now to find that I could not.  And then running 'ipconfig' to find that I could not as Telstra had changed MY PC network settings! This was after many hours trying to get a VPN connection working and changing and checking settings on MY router attached to the Telstra Smart Modem. 

My PC network settings had been changed to 101.183.xxx.xxx.  Consulted APNIC and found that this belongs to Telstra - Internet Response Team.  Why?  As far as I know I have not been abusing the service or neighbours etc. So why have the network settings on my computer been changed by Telstra?  The reason for the VPN was to protect me from neighbours hacking me via at first wireless and then when wireless was turned off everywhere and VPN used by me in defence of their attacks, they started hacking via Bluetooth.  Long story, don't want to discuss the details unless really need to. Then when I built a desktop PC with neither wifi or BT they started to hack my router. Recently - May 1 both the TG797nv3 was almost nonperforming and then on reboot it was revealed it was defunct.  Only ECO red light. Tech Support tested and said they would send a new modem. On the same day my Samsung tablet became very hot and would not start at all.

 

I really would like to Telstra to stop "protecting" me especially without telling me and causing me a lot of trouble trying to secure my remaining device, and maybe future devices or my phone with a VPN. 

All things considered on here, I am not at all happy with Telstra at the moment. Oh did I forget to mention their useless, haughty Phillipino Tech Support or several national outages in the last year or so. During the one last year, an obnoxious woman in the Phillipines kept insisting I lived in a suburb several kilometres away and that therefore I did not have a problem!. At this time there were still several Optus and other vans in the street reconnecting people. 

I want out!

 

 

 

 

 

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6 REPLIES 6
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Level 23: Superhero
Level 23: Superhero

Re: Can't connect to Smart Modem or reset it.

If you'd like out of Telstra, you'll need to call 132200 and say disconnect. This will get you in touch with the disconnections teams who can disconnect your service.
For Official Support Chat Now, try the Online Troubleshooter, check for Outages or Raise a Complaint.

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Level 24: Supreme Being
Level 24: Supreme Being

Re: Can't connect to Smart Modem or reset it.

When you ran IP config was your PC connected to your router or was it connected directly to the Smart Modem?

If you had the PC connected to the Telstra Smart Modem and the smart modem is in Bridge mode IP config will return the IP address of the Telstra Gateway that the modem is connected.

There is no way that Telstra protect can reconfigure your PCs network settings especially if you are running linux.

If the smart modem is in Bridge mode you cannot connect to it. In order to connect to smart modem it must be reset by pressing the reset button below the power button for at least 10 seconds.

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Level 19: Deputy Director

Re: Can't connect to Smart Modem or reset it.

Summary: I can't reset Smart Modem DJA0230 to factory default. I can't use the internet when Smart Modem is bridged and using a VPN, only if I don't use VPN. I've depressed the red button near the power button on the side of the Smart Modem and held it down for 30s now and it won't reset. I've done this MANY times now. I've wasted so much time checking settings on my router. If I connect my PC to the Smart Modem the ifconfig is

" ifconfig
enp10s0 Link encap:Ethernet HWaddr e0:xx.xx.xx.xx....
inet addr:101.183.127.xxx Bcast:101.183.255.255 Mask:255.255.0.0
inet6 addr:
inet6 addr:
inet6 addr:
UP BROADCAST RUNNING MULTICAST MTU:1500 Metric:1
RX packets:20427 errors:0 dropped:0 overruns:0 frame:0
TX packets:18806 errors:0 dropped:0 overruns:0 carrier:0
collisions:0 txqueuelen:1000
RX bytes:15227372 (15.2 MB) TX bytes:3439522 (3.4 MB)

lo Link encap:Local Loopback
inet addr:127.0.0.1 Mask:255.0.0.0
inet6 addr: ::1/128 Scope:Host
UP LOOPBACK RUNNING MTU:65536 Metric:1
RX packets:9466 errors:0 dropped:0 overruns:0 frame:0
TX packets:9466 errors:0 dropped:0 overruns:0 carrier:0
collisions:0 txqueuelen:1000
RX bytes:747449 (747.4 KB) TX bytes:747449 (747.4 KB)

I had changed the VPN port on the router and modem and I wanted to change it back on both my router and the modem.


Using the online troubleshooter I get these messages

We couldn't check your line quality
We couldn't check your device details
We couldn't check the device diagnostics

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Level 24: Supreme Being
Level 24: Supreme Being

Re: Can't connect to Smart Modem or reset it.

If the smart modem is bridged your stats will be pulling your public internet IP details because the modem is passing them through directly to your device instead. That appears to be what your ifconfig is reporting

^the troubleshooter won't work properly either because of the same reason

If you cant contact the modem via changing your adapter settings to static: E.g (provided you haven't adjusted the router IP address on the smart modem
IP: 192.168.0.10
Subnet: 255.255.255.0
Gateway: 192.168.0.1

and the modem wont revert back to router mode after its been reset. It sounds like it may of partially bricked
I am 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
Smart Home Automation & Monitoring from Telstra
Helping Australians Find the Things that Matter Most with Telstra Locator
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Level 19: Deputy Director

Re: Can't connect to Smart Modem or reset it.

Thanks Yastiandre.

 

I've just gone back to using both the modem and router and have internet again, but VPN is still wrong. I suspect it is a port issue. I don't recall changing the IP settings on the Smart Modem.  My router uses 192.168.1.1 and I can connect to it ok. 

Adjusted / checked the 'hosts' file - not hard with one PC! 

I think I may have partially bricked it in terms of not being able to reset it, but it works ok as a modem. I have internet. And the Smart Modem is hard for everyone to hack including me. 

 

 

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Level 24: Supreme Being
Level 24: Supreme Being

Re: Can't connect to Smart Modem or reset it.

Whats going on the the VPN? not connecting?

^At some point you'll probably need to get the smart modem replaced as its certainly not working as designed as useful as it might be right now heh

I am 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
Smart Home Automation & Monitoring from Telstra
Helping Australians Find the Things that Matter Most with Telstra Locator

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