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Level 2: Rookie

Chrome cannot connect to internet unless Telstra Smart Modem is on 4G Backup

Hi All, I have an issue with my elderly parents computer while trying to get "Google Chrome" connect to the internet.

They got a new Cable adapter modem from the Telstra shop and it is connected to a Telstra Smart Modem Gen2, which is connected to the computer (Win7 x32) via RJ45 connection. The Cable Adaptor is is showing "Healthy and Connected" and the Smart Modem has a "Green" light on the front, the network icn in the bottom right hand corner of the taskbar shows it has "Internet Access". WHen either "Google Chrome" or Internet Explorer is started, no pages can be found. None of the existing "Bookmarks" work and typing a known address it to the address bar also results in "Page Cannot be found". If I unplug the connection between the Cable Adaptor and the Smart Modem, the Smart Modem eventually reverts back to the 4G backup, and the Blue light on the front of the modem is on. Now "Google Chrome" and "IE" can load the web pages and all is working as it should. I have power cycled both the Cable Adaptor and the Smart modem (leaving them off for about 10 minutes) and I have deleted "cookies" and browsing history before re-starting the computer.

Basically: Smart Modem has Green Light when connected to Cable Adapter, the "MyModem" shows Internet connected, but Chrome or IE cannot connect.

Disconnect the smart modem from the Cable Adaptor, eventually the Blue light on the Smart Modem comes on, "MyModem" shows Internet Connection (albeit 4G) and Chrome and IE work as normal.

Has anybody else experienced this situation, or can someone suggest a solution.

Thanks

Woolie

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5 REPLIES 5
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Level 24: Supreme Being
Level 24: Supreme Being

Re: Chrome cannot connect to internet unless Telstra Smart Modem is on 4G Backup

If this is a new cable service it needs to be activated. The cable activation team contact number is 133933. Due to Covid 19 you might have a better chance of activating the service using the message function in the help section of the get help section of the My Telstra app. When activating the service they will need the MAC number of the cable adapter which is printed on a label on the cable adapter.

 

 

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Level 2: Rookie

Re: Chrome cannot connect to internet unless Telstra Smart Modem is on 4G Backup

Hi Supreme Being,  Thanks for the quick reply.  No this is an existing cable service.  Back Story:  NBN was applied for in early March 2020, they received the NBN modem.  I connected the NBN modem 2 days after it was delivered.  All 4 green lights on the NBN modem were lit, but the light on the front of the smart modem would initially go green, then it would change to Blue and remain blue.  this was the case, every time when the power was cycled.  In July, I contacted Telstra and was informed that the NBN wasn't connected I need to revert back to a cable adaptor.  The original cable adapter couldn't be found, so I got a new from the Telstra shop and installed it.  The problem (to a simple person like me) appears that the cable adaptor need a password or something to allow the web browsers to connect as the smart modem on 4G works normally.  According to Telstra there is no NBN or Cable issue in this area.

Thanks again

Woolie

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Level 24: Supreme Being
Level 24: Supreme Being

Re: Chrome cannot connect to internet unless Telstra Smart Modem is on 4G Backup

The cable adapter doesn't need a password its MAC address is used for authentification and this has to be registered against the service. The service will still have the old cable adapters MAC address registered instead of the new one.

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Level 2: Rookie

Re: Chrome cannot connect to internet unless Telstra Smart Modem is on 4G Backup

Again, Thanks for your reply cf4.

Next time I am visiting my parents, I'll do as you suggested and contact the cable activation team (133933).

With the newly imposed "Lockdown" in Melbourne, it may be a little while before I can visit.

I'll post back here, either way once I've spoken to the Activation Team.  Who knows, by then the NBN may have been connected.

Thanks for sharing your knowledge.

Woolie

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Level 2: Rookie

Re: Chrome cannot connect to internet unless Telstra Smart Modem is on 4G Backup

Hi All,

             Who doesn't love Telstra?  I have tried to contact to the Cable Activation but they have ove a 50 minute wait time,  after 19-20 minutes (on 2 occasions) the phone goes engaged.  I have a letter from the Telstra NBN Orders dept showing the order number for the outstanding NBN request and a 1800 number to ring between 7am - 8pm.  3pm on Friday and the office closed with a recorded message to ring back during office hours!

1800 834 273 - Office is closed.

133933 - over 50 minute wait but only get to 19-20 minutes before the phone disconnects

 

Maybe my computer / modem / cable service has caught Covid-19!

 

Not Happy.

Woolie

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