Miketas0
Level 5: Eagle Eye

Received my replacement a Frontier

Having set it all up I don 't think the mobile sim is  registered keeps saying  connecting but that's as far as it gets 

Mike

Was this helpful?

  • Yes it was, thank you
  • No, I still need help
20 REPLIES 20
Yastiandrie
Level 24: Supreme Being
Level 24: Supreme Being

Re: Received my replacement a Frontier

Hi @Miketas0
Is your fixed line service working?

What colour are the signal/backup, link and online lights?

You can test if the backup is working by removing your WAN/DSL cable and checking to see if the online light changes to Magenta (purpley-red). This can take a few minutes to happen. This would not be something i would do often as it may start flagging the account for a 'misuse of service' investigation but it can be done occasionally for the sake of testing whether the backup kicks in
I am a 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
Helping Australians Find the Things that Matter Most with Telstra Locator
Miketas0
Level 5: Eagle Eye

Re: Received my replacement a Frontier

Yes my fixed line is working fine the lights on top of the modem two are green the backup light isn't on at all now
Mike
Yastiandrie
Level 24: Supreme Being
Level 24: Supreme Being

Re: Received my replacement a Frontier

The backup light is an indication of the signal strength of the mobile data. In my experience, the light being off is not necessarily an indication that there is anything wrong with the device, but could be an incredibly low or un-serviceable signal strength

Hows your 4G coverage? https://www.telstra.com.au/coverage-networks/our-coverage

It could be a case of the frontier not getting a good signal where it is located. Try unplugging it and moving it to another location (E.g opposite end of the house or somewhere close to a window. You will only need the power cord as all that is being done is powering up the gateway and allowing it to boot). Give the gateway a couple of minutes to fire up and then see if you can at least get a red light. If you do, then it would be the case of very low strength where it originally was.

If you still are getting no signal whatsoever and everything looks fine on the coverage map, my suggestion would be to contact assurance/tech support so they can run you through a few other things
I am a 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
Helping Australians Find the Things that Matter Most with Telstra Locator
Miketas0
Level 5: Eagle Eye

Re: Received my replacement a Frontier

I get a reasonable signal here 3 bars since the mint upgrade just say connecting and nothing else happens also say you must select a telstra hybrid profile to connect I don't think I have one as the replace modem was the Frontier the original modem was the gateway max 2
Mike
Yastiandrie
Level 24: Supreme Being
Level 24: Supreme Being

Re: Received my replacement a Frontier

It says that in the modem GUI? The profile should be in the modem automatically

 

You can check if the profile exists by going to http://192.168.0.1 > Advanced > Mobile Profiles:

If it is missing you can attempt to create it (just mimic the settings in the picture)

I am a 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
Helping Australians Find the Things that Matter Most with Telstra Locator
Miketas0
Level 5: Eagle Eye

Re: Received my replacement a Frontier

Yes they are there still doesn't connect just says connecting that is as far as it goes and in the diagnostic page says searching network, limited service, LTE
Mike
Yastiandrie
Level 24: Supreme Being
Level 24: Supreme Being

Re: Received my replacement a Frontier

Can you go to the diagnostics screen and post a picture of it?
I am a 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
Helping Australians Find the Things that Matter Most with Telstra Locator
Miketas0
Level 5: Eagle Eye

Re: Received my replacement a Frontier

I don't seem to be able to attach picture
Mike
Yastiandrie
Level 24: Supreme Being
Level 24: Supreme Being

Re: Received my replacement a Frontier

If you click on advanced under the reply box, you gain access to more in-depth posting options (font, urls, etc, picture upload, etc)
I am a 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
Helping Australians Find the Things that Matter Most with Telstra Locator
Miketas0
Level 5: Eagle Eye

Re: Received my replacement a Frontier

 

Mike
Yastiandrie
Level 24: Supreme Being
Level 24: Supreme Being

Re: Received my replacement a Frontier

okay.. can you now do the SIM and configuration pages to please?
I am a 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
Helping Australians Find the Things that Matter Most with Telstra Locator
Miketas0
Level 5: Eagle Eye

Re: Received my replacement a Frontier

Mike
Miketas0
Level 5: Eagle Eye

Re: Received my replacement a Frontier

Mike
Yastiandrie
Level 24: Supreme Being
Level 24: Supreme Being

Re: Received my replacement a Frontier

Okay all looking fine there.

I don't think the issue is caused by the gateway itself. My suggestion would be to contact bigpond tech support and see if a new SIM card for the gateway can be sent out
I am a 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
Helping Australians Find the Things that Matter Most with Telstra Locator
Miketas0
Level 5: Eagle Eye

Re: Received my replacement a Frontier

I see well as the modem is sealed I don't think can swap the sim card thanks for you help anyway
Mike
Yastiandrie
Level 24: Supreme Being
Level 24: Supreme Being

Re: Received my replacement a Frontier

On the bottom of the frontier there is a white sticker covering the SIM cradle. If you remove the sticker you can remove/insert the SIM card
I am a 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
Helping Australians Find the Things that Matter Most with Telstra Locator
Miketas0
Level 5: Eagle Eye

Re: Received my replacement a Frontier

Ok thank you for your help 

 

Mike
Miketas0
Level 5: Eagle Eye

Re: Received my replacement a Frontier

I will now not recommend to any of colleagues friends or family on getting a Telstra Modem I have found their more trouble than their worth and truly are not worth the money
Mike
Yastiandrie
Level 24: Supreme Being
Level 24: Supreme Being

Re: Received my replacement a Frontier

What happened @Miktas0?
I am a 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
Helping Australians Find the Things that Matter Most with Telstra Locator
Miketas0
Level 5: Eagle Eye

Re: Received my replacement a Frontier

I have had nothing but trouble with these buggy modems just disappointing they don't work like they should and now after the firmware update hasn't fixed a thing I think it has made it worse thanks for all your help
Mike

Telstra Smart Modem

Plug in and connect in minutes. Smart.

Find out more