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Level 1: Cadet

NBN not working - modem fault?

Hi had NBN connected 10 days ago, it worked fine for a day and has been faulty since despite numerous calls to Telstra support over the past week.

 

Telstra smart modem has no light showing or WAN and a blue light on the front, just connecting in backup SIM mode. If I plug cable directly from NBN box to laptop I am getting the expected 90/50 speeds so I assume the problem isn't with the NBN connection? Is the Modem broken? Could it be something else?

 

NBN technician was rebooked but cancelled the appointment and Telstra is being no help at all, just keep escalating the problem rather than solving it.

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3 REPLIES 3
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Level 23: Superhero
Level 23: Superhero

Re: NBN not working - modem fault?

Have you factory reset the modem? If not try that. Otherwise it looks like the modem is faulty if you can connect your laptop and it works.
For Official Support Chat Now, try the Online Troubleshooter, check for Outages or Raise a Complaint.

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Level 1: Cadet

Re: NBN not working - modem fault?

Yes - been through all the basic troubleshooting multiple times. 

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Level 23: Superhero

Re: NBN not working - modem fault?

The reset button's location is  inset opposite the ethernet ports.

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