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This has been occurring for a while now, but recently the length of and frequency of these interruptions of service have been increasing. The interruptions only ever happen between 10 am and 5 pm.
When I log into http://mygateway/ I receive a banner at the top of the page that reads;
"Your gateway cannot detect a cable signal or is having problems connecting. Check your gateway is connected to the 'Cable Modem' port on the filter/splitter."
I have confirmed that the gateway is properly connected, and re-attached the cables multiple times, and also restarted my gateway numerous times to no avail.
When I attempt to view a web page, I revive a screen telling me that my WAN connection is down, And to check my lick and connection settings. I have done so and nothing was out of the ordinary.
I live in the Sandgate area, has anyone else experienced similar interruptions?
Does anybody know what the problem could be, how to fix it, and whether it is on my end or telstra's?
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Hi ScottDA,
You can check to see if there are any outages in your area by viewing our Service Status page and entering your postcode. If there are no outages listed please try the following troubleshooting steps:
5. If you have multiple outlets, try the modem connected into each one.
If you are still experiencing issues after trying this please contact our Tech Support team on 133 933 or via Live Chat
Ben
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Hi ScottDA,
You can check to see if there are any outages in your area by viewing our Service Status page and entering your postcode. If there are no outages listed please try the following troubleshooting steps:
5. If you have multiple outlets, try the modem connected into each one.
If you are still experiencing issues after trying this please contact our Tech Support team on 133 933 or via Live Chat
Ben
Need help? Check out our Community Wiki or Support Portal || Looking for a new mobile? Order online today || Get help with any Tech at Home with Telstra Platinum || Don't forget to tag answers as Accepted Solutions and give a Like to the member(s) who helped you out.
All moderation actions are supported by the CrowdSupport Community Guidelines
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Re: Telstra Gateway max unable to access internet
Mines doing exactly the same thing. Just called tech support and they're planning on sending someone out. I reckon the modem is cooked 😗
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Re: Telstra Gateway max unable to access internet
We have been having the same problem and it was suggested we need a new modem, which we have received. Still same problem. Outage page on Telstra says possible problems in our area but all our neighbours are no thaving trouble. Tried to call for assistance on Monday and put on hold for 90minutes - hung up. Tried again late on Tuesday night and on hold for over 30mins - hung up again. Not happy because when we received our new modem on Saturday they convinced us to re-sign for a two year contract. Will be trying to get out of it because we cannot get any assistance and will again have to go to Telstra shop. It is also affecting our Foxtel and working from home. NOT HAPPY!
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Re: Telstra Gateway max unable to access internet
Are you on NBN or do you have an ADSL connection? If ADSL have you entered the Bigpond user name and password into the new modem?
Log into modem and click on Broadband also ensure PPP enabled is on
Default IP address http://10.0.0.138 or http://192.168.1 or http://192.168.0.1
Default user name and password
admin/admin or
admin/password or
admin/blank (no password)
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Re: Telstra Gateway max unable to access internet
ADSL and yes, we have installed new modem correctly. It is the same problem that we had with the previous modem so I don't think it is the modem. We are unable to access it through any device at home. As we cannot get any internet at home and no luck in speaking with anyone at customer support, I am having to send this from my work so I am not currently in front of my home computer.
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Re: Telstra Gateway max unable to access internet
We would just really like to be able to speak to someone when we are home in front the PC but I'm not quite sure how long Telstra expect people to wait. I think 90minutes is way too long, don't you?
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Re: Telstra Gateway max unable to access internet
Even if you don't have internet access you should still be able to access the modem. The Wi-Fi SSID and password should be on the modem usually on bottom of modem. If you can not access modem using Wi-Fi then Wi-Fi might be turned of in modem. To turn Wi-Fi on log in to modem click on the Wi-Fi link to find the settings for turning on Wi-Fi.
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Re: Telstra Gateway max unable to access internet
Thank you, yes we have done all that. I was purely mentioning no WiFi cause when we are on hold for ever and ever, it gives us the message to go to website to look for possible answer.
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Re: Telstra Gateway max unable to access internet
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Re: Telstra Gateway max unable to access internet
Hi Jman2,
Have you tried the troubleshooting listed in the solution above?
Need help? Check out our Community Wiki or Support Portal || Looking for a new mobile? Order online today || Get help with any Tech at Home with Telstra Platinum || Don't forget to tag answers as Accepted Solutions and give a Like to the member(s) who helped you out.
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