davids45
Level 4: Private Eye

Sim Card "Not Present" in Gen2 Modem

Answered

G'day,

Still unable to activate our cable connection (Technicolor Gen 2 plus Netgear cable adapter) to our existing Foxtel line (two weeks and counting), I thought I'd check the modem defaults/settings via a browser to the Gen 2 modem address (http://192.168.0.1). It called its version 'Champagne (18.1.c)' (section box titled 'Modem").

Under 'Mobile', it had 'Enabled' next to a green circle but 'Status' has "SIM not present' (bold font).

We have not had any internet via the SIM in the absence of the cable-fed internet, which I thought should/would/could occur once the modem/adapter powered up, if the cable feed is not available for some reason.
Well, there's a SIM card in the slot hidden under the "SIM" plastic cover at the back of our Gen 2. Taking it out then pushing it back in to click home, there's now a red led next "Mobile signal" rather than nothing before this. A small step forward?
What does/should a working Gen 2 Modem display and list for its settings - Telstra tell us our equipment looks good but can't find why we have no data connection via our cable.


Foxtel viewing is mostly OK with just one period of annoying pixelated flashes over the two weeks with the modem on (but, of course, unconnected to the internet). Turning off the Netgear cable adapter for several minutes seemed to fix the pixelation (touch wood).

 

Any advice or comments welcome.
David S.

1 ACCEPTED SOLUTION

Accepted Solutions
davids45
Level 4: Private Eye
Accepted Solution

Re: Sim Card "Not Present" in Gen2 Modem

G'day Yastiandrie,

 

Our Foxtel pixelation may have been fixed as my wife has overnight received a couple of sms/emails from Foxtel saying they had fixed a problem with our cable (we had not complained (yet)) and the pixelation has not recurred so far.

Perhaps your comment about the high power on one of the cable modem's channels has been 'on the money'.

 

Dragging this thread back to its original topic about our SIM card (the diversions my fault in the first place).....

This morning, I again disconnected the cable modem/adapter from the Gen 2 and the worrying red front led turned blue after a minute or so and the rear leds switched to 'mobile' operation. And as a 'one-off' test, I was able to use this feature to browse on an old mobile phone; the rear 'Mobile signal' led was orange as well - perhaps the Mobile signal is better in cold weather here?

And I found the initial display for connecting to the Gen2 modem will display its rear led status so maybe a simpler method to taking a photo.

 

 

 

Finally, re-connecting the cable modem to the Gen2 modem, and the front led is now green again.

 

Time to mark my thread as 'Solved' so thanks for all your guidance and knowledge.

 

David S.

 

 

 

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17 REPLIES 17
cf4
Level 25: The Singularity
Level 25: The Singularity

Re: Sim Card "Not Present" in Gen2 Modem

If the lights on the cable adapter are all on then the reason there is no data on the connection could be due to wrong MAC address registered against your connection. Have support recorded the MAC address of the cable adapter which is written on a label attached to the adapter?

If the GUI of the Technicolor Smart modem Gen 2 the Mobile back should be the same as shown in section 25 of the document linked at bottom of this post.

 

Mkrtich
Level 21: Augmented
Level 21: Augmented

Re: Sim Card "Not Present" in Gen2 Modem

Hi - are you a Foxtel Cable Broadband customer awaiting an upgrade to the Telstra HFC NBN Network. I have seen the Netgear Modem on a Telstra HFC Cable Service and when the NBN is installed , the Netgear unit is usually replaced with an Arris CM8200 Modem which is connected to the Technicolor's WAN port. Do you have a Coax splitter that feeds the Foxtel IQ connected to your TV and the other parallel link going to Netgear Modem. I had an experience where, for curiosity purposes only, I removed the SIM from a Gen 2 Router and reinserted it incorrectly, so it wasn't recognised. When you put it in correctly , you can feel it lock and click which sounds like what you have done OK.

 

Maybe you need Telstra to activate the SIM. When the service is activated correctly on the NBN, the Gen 2 should work for fall back Data and Voice services when cable is down, but it sounds like your cable is up if you see Foxtel - but unaware how your home is cabled for it. Suggest another call to Telstra to clarify your setup. Cheers  

davids45
Level 4: Private Eye

Re: Sim Card "Not Present" in Gen2 Modem

G'day again cf4,
Thanks for your quick reply.
We have twice communicated with India, the first caller was given by my wife the MAC address of the cable adapter (he asked, a week ago) and the second caller (a lady supervisor today) checked these numbers with her, and even with our accent differences, she and we agreed with what was first communicated.
I hope the label on the adapter is correct - perhaps I should get into the adapter settings just to be sure?
I had downloaded your 'Gateway-Frontier'- manual but section 25 doesn't seem quite the same as the back of the Gen2. The top group of leds, Wifi, Online, WAN/DSL are green (the latter two briefly go off every minute or so), the 'MobileMode' is unlit, and the 'Mobile signal' is now red. No other indicators show on the back.
Perhaps we could try reseating the SIM card if you think 'Mobile signal' is meant to be off (as it was) or green if properly connected and being the 'emergency' internet connection? What does a red led mean?
David S.
davids45
Level 4: Private Eye

Re: Sim Card "Not Present" in Gen2 Modem

G'day Mkrtich,

Thanks for replying quickly.
Yes and no. We are "awaiting" a working connection by Telstra via our in-use Foxtel cable and their cable adapter and Gen2 modem.
We are switching to Telstra/Foxtel for internet service from an old and small ISP who provided us with ADSL2 (originally dial-up, so it's been a while), and provided quite reliably it is beginning to seem.......
So not actually waiting for a nbn service with Telstra. The in-the-future switch was initiated by nbn-logoed utilities in our street and a connection date of about February 2019. Might actually happen soon?
I have a $10 Bunnings splitter in the coax line to our TV/IQ which the cable adapter is also plugged into. I have another cable input socket in the house from a second Foxtel line we no longer use. I think the Foxtel box out the front may have used a splitter to provide those two original Foxtel services (one black cable in, two black cables out). I had wondered if too many splitters could be an issue. Maybe if-and-when we get a nbn box (replacing the old grey Foxtel box??), the splitter concern may disappear?
I hope it will all become clear what's been going on, if (or when) Telstra's Indian contractors sort out the problem. Latest 'promise' was 'Monday' next week.

Meanwhile our old ADSL is good enough to post to this website. Pity about the cost.

David S.


cf4
Level 25: The Singularity
Level 25: The Singularity

Re: Sim Card "Not Present" in Gen2 Modem

A red mobile signal red means the 4G reception is poor, but should still be strong enough for the 4 G backup to work. You should be able to force the modem onto the 4G backup by disconnecting the WAN port of the modem. The light on front of modem should turn blue and Mobile Mode light should turn green. It could take up to 4 minutes for 4G to start working.

 

The IP address of the cable adapter is 192.168.100.1. Could you log into the cable adapter and go to Broadband Connection > Connection Settings? This will show the line stats of the cable adapter. You might have to connect a PC directly to the cable adapter. Could you post the results?

 

Could you also post the Advanced > Internet Access settings of the smart modem while it is connected to the cable adapter.

 

Every time a splitter is added the strength of the signal is halved so having an extra splitter might be the cause of the problem. The cable stats of the cable adapter will indicate if this is the problem. You might have to use an amplifier or connect cable adapter to other wall socket.

davids45
Level 4: Private Eye

Re: Sim Card "Not Present" in Gen2 Modem

G'day cf4,
Thanks for your ongoing advice and help.

Unplugging the red-plugged cable between the Netgear cable adapter and Gen2 modem produced, after several minutes, a change in the rear leds of the Gen2:
the top two green leds ('Online' and 'WAN/DSL") went out (the 'WiFi' button stayed green)
the unlit 'Mobile mode' came on (green)
the 'Mobile signal' led switched sometimes to orange but dropped back to red fairly quickly - remaining red most of the time
the Gen2 front led did go blue with occasional periods of white;
the rapidly flashing blue led ('Networking') on the cable adapter went out but its other four green/yellow leds above stayed lit.
While the cable adapter was unplugged, logging on to the Gen2 (LAN) with an android phone was as usual good by Wifi, but accessing the internet was not happening - tried when the 'Mobile signal' was orange, but the orange led went red at about the same time (maybe just a coincidence).
This red 'Mobile signal' could be still a poor or incorrect Foxtel cable connection set-up by/to/at Telstra.......
..but we live in a bit of a gully in Chatswood where our phone signal is often problematic inside the house. Going outside with a mobile phone is usually a fix for a 'bad air day'.
If we get out cable connection fixed, we may try a few placements of the Gen2 modem to see if there is a 'green zone' for its 'Mobile Signal'. There is our second and unused-by-Foxtel cable in the house to try if warranted.

Re details for the Netgear cable adapter and Gen2:
I did some a few days ago and saved these as pdf and jpg files.
I'll do the line stats of the cable adapter as I don't recall getting that information.
Is it possible to post these images on this forum and are there size limits and allowable file types?
Preferring static IPs for printers, I did set the last dhcp address to 192.168.0.100 (static range should be 101 to 254, I hope) and re-set the dhcp lease period to "500h", perhaps avoiding problems reported by others, once we are connected properly. No point in changing our currently well-behaved adsl-linked network settings (e.g. on the networked Epson multifunction printer/scanner) until the cable connection problem is solved by Telstra and we have a reliable WAN and LAN system.

Thanks again,
David S.

cf4
Level 25: The Singularity
Level 25: The Singularity

Re: Sim Card "Not Present" in Gen2 Modem

You can post image files using the photos icon. Other files such as PDFs can be posted by uploading to a site such as Dropbox, creating a shareable link and pasting it into a post.

 

 

 

 

 

 

davids45
Level 4: Private Eye

Re: Sim Card "Not Present" in Gen2 Modem

G'day cf4,

Found the 'Photos' icon in the Advanced section of 'Reply', so here is an output from our cable adapter giving its Broadband details (had to log-in to the Gen2 modem first, then to the Netgear adapter; then log-out and log-in to a working network to be able to post this to this forum).

 

If you can read this (converted to a jpg from a pdf print so a bit 'scratchy' - sorry), is this the sort of information you wanted to see and so could be helpful in locating our lack-of-connection problem?

Thanks again for your time,

David S.

 

cf4
Level 25: The Singularity
Level 25: The Singularity

Re: Sim Card "Not Present" in Gen2 Modem

Thanks for posting that, that is the information I was after. I am not an an expert on cable connections. Will have to rely on some one else to interpret them.

 

@YastiandrieCan you see anything wrong with the cable stats.

Yastiandrie
Level 24: Supreme Being
Level 24: Supreme Being

Re: Sim Card "Not Present" in Gen2 Modem

Looks like the cable adapter hasn't been registered. That's the main problem as to why you don't have a connection. Try going to register.bigpond.com/cable.do while connected to the adapter directly, or connected to your smart modem that's, in turn, connected to the adapter. Should take you to a registration page where you can put in your bigpond username/password. If that doesn't work, you'll need to speak to cable activations

Also upstream power's way too high, which is more than likely going to cause connectivity issues and slow speeds. Going to need a tech visit for that one
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
davids45
Level 4: Private Eye

Re: Sim Card "Not Present" in Gen2 Modem

G'day Yastriandrie & cf4,
Thanks for all your informative replies. Thanks for the tip to go to the 'register.....' website but it has just become our 'Plan B'.
There's finally been 'one small step for (a) man, one giant leap for Telstra'.
Overnight, we seem to have been actually connected after three weeks (salesperson had suggested 2-3 days).
Received an email from a Telstra management person to advise completion of the process (which I suspect was as Yastriandrie indicated, they got around to registering our cable modem).
So, regarding the original concern with this thread, our SIM card was supplied in the Gen 2 modem improperly seated so appeared as there was not a SIM card present; we took the cover off the SIM card compartment, took it out and re-seated it correctly, but then found a red led ('Mobile signal') telling us our 4G signal strength is weak. Not really a surprise due to our 'gully-bottom' location and difficulty inside with mobile phone reception (brick house).
Nonetheless, the lack of 'Mobile' connection was more likely due to Telstra's failure to register our new account (as our ISP provider, as well as current telephone supplier).

Once we are confident in the reliability of this new cable connection (weeks probably), I could try moving the Gen 2 box around the house to see if there is any better place signal-strength-wise to set
up for 'Mobile' emergency use when the Foxtel cable has an outage (not unknown here).

Going a bit 'off-topic', should I mention that the Gen 2 is working well (so far, four computers and a phone or two connected to it via wifi for about half an hour as the heaviest test load), but the front led is a steady red? It has been red all morning.
The rear leds are as before, greens as expected and a red for the 'Mobile signal' with flashes of orange.

Re Yastriandrie's concern about the upstream power:
Would a re-measure of the cable modem's broadband values be worth doing now it is actually connected? Is this 'power' a performance variable or an inherent property of this particular modem?
Speed testing of the Gen 2 wifi was about three times that of our current wifi-adsl modems.

Thanks once again,

David S.
Yastiandrie
Level 24: Supreme Being
Level 24: Supreme Being

Re: Sim Card "Not Present" in Gen2 Modem

You could but I don't expect there to be a significant difference. The cable modem essentially had internet access but it was sandboxed which is why you couldn't get anywhere with it

The details you posted is a measure of the RF stats between the cable modem and the Headend/CMTS. Upstream levels higher than spec (textbook is 54dbmv but I consider anything above 50 to be questionable) can cause the connection to experience dropouts or slow speeds. Usually its a simple fix as the most likely reason for it is a corroded tap in the pit that just needs to be replaced. Definitely keep an eye on the connection and if you see any connectivity problems, report them.

Front LED should not be steady red. It should be green, or blue if on backup. Can you describe all the lights on the back and if they're on/off/flashing, and what colour they are?
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
davids45
Level 4: Private Eye

Re: Sim Card "Not Present" in Gen2 Modem

G'day Yastriandrie,

Here're the present appearances:

 

 

 

All still running well on computers and phones despite the steady red led on the front.

Rear red led occasionally goes orange - probably fluctuation in local weather/interferences affecting the 'Mobile signal' response.

 

Foxtel pixelation was fairly bad last night - don't know how related that could be to the red front led.

 

David S.

 

 

Yastiandrie
Level 24: Supreme Being
Level 24: Supreme Being

Re: Sim Card "Not Present" in Gen2 Modem

You're talking about just the normal Foxtel channels through cable, not Foxtel on demand (which requires internet access)?

If that's the case, the red light should have no effect on that but the power levels out of spec could be the cause. Red light could be a faulty LED, the lights on the back look fine. You could see if a factory reset helps
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
davids45
Level 4: Private Eye
Accepted Solution

Re: Sim Card "Not Present" in Gen2 Modem

G'day Yastiandrie,

 

Our Foxtel pixelation may have been fixed as my wife has overnight received a couple of sms/emails from Foxtel saying they had fixed a problem with our cable (we had not complained (yet)) and the pixelation has not recurred so far.

Perhaps your comment about the high power on one of the cable modem's channels has been 'on the money'.

 

Dragging this thread back to its original topic about our SIM card (the diversions my fault in the first place).....

This morning, I again disconnected the cable modem/adapter from the Gen 2 and the worrying red front led turned blue after a minute or so and the rear leds switched to 'mobile' operation. And as a 'one-off' test, I was able to use this feature to browse on an old mobile phone; the rear 'Mobile signal' led was orange as well - perhaps the Mobile signal is better in cold weather here?

And I found the initial display for connecting to the Gen2 modem will display its rear led status so maybe a simpler method to taking a photo.

 

 

 

Finally, re-connecting the cable modem to the Gen2 modem, and the front led is now green again.

 

Time to mark my thread as 'Solved' so thanks for all your guidance and knowledge.

 

David S.

 

 

 

View solution in original post

Yastiandrie
Level 24: Supreme Being
Level 24: Supreme Being

Re: Sim Card "Not Present" in Gen2 Modem

Yeah sounds like the front LED was playing some silly buggers. Did you reseat the SIM card while it was powered on? May explain the red led on the front
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
davids45
Level 4: Private Eye

Re: Sim Card "Not Present" in Gen2 Modem

G'day Yastiandrie,
I can't recall the power situation when we opened the SIM compartment and found we did actually have one inside.
And then seating it (I'd say it was not a "re-seat" if it wasn't properly inserted in the first place) which then gave us the rear red led for "Mobile signal" that had been off.
I only noticed the front red led later.
Presently, it's green at the front and red at the rear, but has been orange quite often.
David S.

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