Gen 2 modem sim not present

[Mark4323]

I received a new modem yesterday. In the advanced tab it says status 'sim not present'. I checked, and there is a SIM in the modem. What do I need to do?

[ProfessorPhone]

Plan A

Turn the modem off

Gently remove it

Turn it back on

Couple of minutes later turn it off for 10 mins

Re-insert sim and turn back on.

Plan B     The sim may have been incorrectly inserted by the logistics company who sent you the modem.

Ensure it's in the correct way.

[cf4]

Check that the SIM is insert with the cut off edge first and the metal contacts on the same side as the ethernet ports.

If still showing no SIM try factory resetting modem by pressing reset button on the back of modem near LAN port 2 for at least 10 seconds. Modem should reboot.

[Mark4323]

Thanks Professor.  The SIM was correctly inserted.

I went with Plan A.  Now It has the following status:

Mobile: Enabled

Status: Disconnnected

Radio Type: LTE

Quality: Fair  / Good

The mobile signal on the back of the modem is switching between orange and green.  Mobile mode is off.

IIs the status 'disconnected' correct?

[ProfessorPhone]

Hello Mark,

As I only use my smart modem for telephone and use mobile broadband, I have no experience with viewing the modem through a computer, which I believe you are doing.

Our modem guru here,  cf4,  will hopefully assist you when he is here later.

Thanks

PP

[cf4]

Disconnected is the normal status when main link is working. Status will change to connected when modemm switches to 4 G backup.

[Mark4323]

thanks to both of you for your help

How do I get caller id back on my phone?  

[cf4]

Lodge a fault with Telstra support that incoming caller ID is not working. Since 30th of October replacing a modem has resulted in some of the call ID setting being removed on the server. This problem has just been identified by Telstra and a solution has not been found yet, but support should be able to reprogram your service so that caller ID works.