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Telstra Gen 2 Smart Modem drop outs intermittently

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I have a Telstra Smart Moderm Gen 2 NBN with voice backup. This modem has the built in SIM card. Over the last few days, have noticed intermittent drop outs and the Mobile Mode light has lit up but no wifi detected of any devices. Had this issue this morning. Light is now off and wifi is back on. Saw some threads regarding software updates. How do I check this? Thanks.

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Level 2: Rookie
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Re: Telstra Gen 2 Smart Modem drop outs intermittently

Thanks. Have contacted the call centre after an hour wait due to current environment. Was informed that there is a NBN outage issue which Telstra wasn't aware off. They checked and confirmed. Meant to be rectified by Thursday evening. May explain drop outs and mobile mode light permanently on. Will have to wait for normal service to be restored. 

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7 REPLIES 7
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Level 24: Supreme Being
Level 24: Supreme Being

Re: Telstra Gen 2 Smart Modem drop outs intermittently

The firmware version is displayed on the left hand side of modem's login page.

You would need to check the log for indications of what caused the loss of internet.

 

Arcadyan Go to Advanced > Log

Technicolor Advanced > Diagnostics > Log viewer.

 

Look for events at time of outage.

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Level 2: Rookie

Re: Telstra Gen 2 Smart Modem drop outs intermittently

Firmware is 0.10.05r. Have checked log from 9am this morning.

0915:

23.03.2020 09:15:40 TR069: Inform Fail!!(Invalid URL or ACS unreachable)
23.03.2020 09:15:40 TR069: ACS connection failed with error code 0
23.03.2020 09:15:40 TR069: Next ACS connection in 7 seconds
23.03.2020 09:15:40 TR069: Detect value changeSmiley Very Happyevice.DeviceInfo.ProvisioningCode.
23.03.2020 09:15:41 TR069: Sending 4 VALUE CHANGE inform to ACS.
23.03.2020 09:15:41 TR069: Inform Fail!!(Invalid URL or ACS unreachable)
23.03.2020 09:15:41 TR069: ACS connection failed with error code 0
23.03.2020 09:15:41 TR069: Next ACS connection in 8 seconds

0916:

23.03.2020 09:16:50 Ethernet WAN port link is DOWN
23.03.2020 09:16:51 WAN: eth0 link down
23.03.2020 09:16:53 PPPoE - stop client on eth0
23.03.2020 09:16:53 DHCPv4 - stop client on eth0
23.03.2020 09:16:54 DHCPv6: Release on eth0, interval 1000ms.
23.03.2020 09:16:59 Ethernet WAN port link is UP
23.03.2020 09:17:02 WAN: eth0 link up
23.03.2020 09:17:02 PPPoE - start client on eth0
23.03.2020 09:17:02 PPPoe Discovery: Sending PADI.
23.03.2020 09:17:03 DHCPv4 - start client on eth0
23.03.2020 09:17:03 DHCPv6 - notify agent to start client on eth0
23.03.2020 09:17:03 DHCPv4 Script: PREINIT(eth0)
23.03.2020 09:17:04 Ethernet WAN port link is DOWN
23.03.2020 09:17:04 WAN: eth0 link down
23.03.2020 09:17:06 PPPoE - stop client on eth0
23.03.2020 09:17:07 DHCPv4 - stop client on eth0
23.03.2020 09:17:15 Ethernet WAN port link is UP

0921:

23.03.2020 09:21:39 PPPoE - stop client on eth0
23.03.2020 09:21:40 WAN: Notify LTE/VOIP to do Data Disconnect/VoLTE off.
23.03.2020 09:21:44 WAN: Notify System Services WAN v4 Stopped (LTE 464)
23.03.2020 09:21:49 WAN: Notify System Services WAN v6 Stopped (wwan0)
23.03.2020 09:21:51 Start web redirect (CMD_BOOT_NEW)
23.03.2020 09:22:01 WAN: Notify System Services WAN v6 Update => eth0
23.03.2020 09:22:06 Start dnsmasq at br0
23.03.2020 09:22:07 Start web redirect (no default gw)
23.03.2020 09:22:08 NTP: Unable to sync time with time server.
23.03.2020 09:22:12 WiFi Dr.: System boot trigger 2.4GHz rescan immediately.
23.03.2020 09:22:12 WiFi Dr.: System boot trigger 5GHz rescan in 5 seconds.
23.03.2020 09:22:27 WAN: eth0 get no ipv6 gateway IP or MAC
23.03.2020 09:22:27 WAN: eth0 BFDv6 Supervision fails once. Fail Count = 1
23.03.2020 09:22:31 [VoIP] SIP Register Timeout: number +61295190801 failed: Reason: DNS error.
23.03.2020 09:22:34 DHCPv4: WAN0 REBIND Send Discover
23.03.2020 09:22:42 WiFi_Booster-(mymodem)IF[5G](00:00:00:00:00:00)Smiley FrustratedTA(88:B2:91:C3:1A:91) disconnected.

 

Not sure what all these messages mean but looks like there was some sort of intermittent drop outs?

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Level 2: Rookie

Re: Telstra Gen 2 Smart Modem drop outs intermittently

Not sure how the emojis turned up from copy and paste. The other question is why the SIM card did  not kick in when the mobile mode light came on. Also SMS from Telstra alerting me to the fact that mobile mode was activated. 

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Level 24: Supreme Being
Level 24: Supreme Being

Re: Telstra Gen 2 Smart Modem drop outs intermittently

The modem's firmware is up to date.

 

The initial problem was caused by a fault on NBN link

"23.03.2020 09:16:50 Ethernet WAN port link is DOWN"

 

The modem then tried tobswitch to 4G backup and for sum reason turned WiFi off.

 

On 4G backup only has a IPv6 address. Check that LAN IPv6 is enabled, Go to Advanced > Local Network > IPv6. If it is disabled that might be causing problem with 4G backup. It looks like there is also an intermittent fault with NBN link. Suggest you contact support and lodge a fault.

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Re: Telstra Gen 2 Smart Modem drop outs intermittently

Thanks for this. Have checked the IPv6 and the box was ticked. Apologies for the delay but WIFI cut off at 1.10pm, 1.58pm, 2.03pm, 2.59pm, 3.15pm. The computer says that wifi is connected but can't connect to any sites. How best to lodge a fault with the current delays with telephone contact?

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Level 24: Supreme Being
Level 24: Supreme Being

Re: Telstra Gen 2 Smart Modem drop outs intermittently

Unfortunately the only way to lodge a fault is over the phone or online chat.

 

https://www.telstra.com.au/contact-us/simply-chat

 

Telstra did announce last  that they were employing an extra 1000 people in Australia to answer calls.

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Level 2: Rookie
Accepted Solution

Re: Telstra Gen 2 Smart Modem drop outs intermittently

Thanks. Have contacted the call centre after an hour wait due to current environment. Was informed that there is a NBN outage issue which Telstra wasn't aware off. They checked and confirmed. Meant to be rectified by Thursday evening. May explain drop outs and mobile mode light permanently on. Will have to wait for normal service to be restored. 

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