Telstra smart modem blue light

[Confused_81]

My modem light has been blue since march 24 and now I can barely do anything at all. I am currently typing this message using internet from a different provider from my phone. The speed test showed 0.3! 

Now what?

[Mkrtich]

Hi - you need to contact Telstra - it should be Green when ON. Are you waiting for an NBN Activation at home or has your NBN network has been off air for nearly a month due to a fault? The modem is in backup 4G mode - in that mode, it is limited to 6 Mbps down/1Mbps up maximum, capped to 10 GB of downloads consumption and after that it drops to 256 kbps down/? up. The cap can be removed if you are still waiting for activation or a unresolved fault. 

[Confused_81]

Must have been off due to a fault. I have had NBN for a year. I have tried the online troubleshooting and it said no fault which is why i had let it go as the wait times on the phone are huge. 

Will try and call them later I guess. Thanks

[Mkrtich]

Won't hurt to do a Factory Reset of modem in case it helps. Insert paperclip into Reset hole for 10 seconds with power ON. Any customised settings would need to be reentered.  

[Confused_81]

Really not technical lol so not sure what the custom settings are

[Mkrtich]

You're good to go then - If you haven't done any custom settings, like change your log-in to the modem password or Wi-Fi Network Broadcast names shown on the modem's printed label on the base underneath, then the modem is set to Default and should boot up in Default mode - no changes required. 

[Tiinsky · Accepted solution]

Hi,

Sometimes after an outage, our Smart Modem remains on blue too.  I find unplugging the power to the NBN box (if you have the NBN black box as well) waiting a minute and then plugging it back and waiting for the NBN box to cycle through all the lights, will then trigger the Smart Modem to switch back to green.

Cheers,

-Tina

[Jhgh]

i have the same problem but unplugging makes no difference and cant get through to any technical support...WHY? because there is no cable/DSL/NBN service so it has no option to go Blue ( back up ) mode but why the speeds are rubbish i cant work out.

What are we paying for?

[FurryFingers]

Yes but at the moment there is no way to contact Telstra to have the cap removed. I've been trying for days. The Telstra App goes around in circles, opens a web page, then says Open the Telstra App, then I do, and it opens a web page which wants to open the Telstra App.

Is there any solid advice on how to get in contact with anyone to stop shaping a faulty connection?

[Mkrtich]

Hi -  are you using the 24/7 Telstra App which has recently been replaced by the My Telstra App? Apparently in the new one, there is a 'Get Help'  link there which allows you to outline a Message of your circumstances and you are suppose to receive a response at a later time. Unlike Chat , which is  temporarily limited or not available due to the Corona Virus situation, which is a live on line session between two parties ( causes two finger typists such as myself some stress) using the Messaging facility allows you to compile a notice carefully without haste, then send and get a response back hopefully with with a reference code within a targeted timeframe. I have not used the service myself, just read about its release on the forum. 

I am hoping it is not the one you have posted above and the new App works. Let us know how you go.