mfragg
Level 3: Gumshoe

Telstra Smart Modem Gen 2 - iPhone 11 WiFi Issues - Solved

Posting this experience in case others also have issues.  Purchased a new iPhone 11 and after migrating the backup from iPhone 7 plus (via wifi) the wifi would stop as soon as I walked away from the where the router was located. 

 

I then went on a many day mission of trying to solve the issue.  Researched all the forums, Telstra, Apple, reddit, Whirlpool and Mr. Google.  Tried all the standard suggestions provided, reset network on the iPhone, restart router/modem, static IP address, blah blah.  Nothing worked.  Rang Apple, tried a back-up and reset of the phone (via itunes this time), no luck, must be a busted phone, trudged off to the Apple store. 

 

No fault found and last resort was an option to return the phone. As we purchased via Apple online I would need to post it back (can you believe it!) so when at home I tried one last time to resolve the issue?  If I started a speedtest from the location of the modem I would get 100+ Mbps, as I walked away in the 10 second test the speed would freeze and no download.  Tried it with a Samsung S9+ and iPhone XR and the speedtest ran the full 10 seconds while I walked away and maintained really good speeds.  Even putting the iPhone 11 and Samsung 9+ side by side while doing the test the iPhone would crap out after 4-5 seconds and the Samsung no problems.

The Fix: Two options (as the problem seems to be when connected to the 5GHz band)

 

  1. Turned 'Band Steering Enabled' to 'off' and connected the iphone 11 to the 2.4GHz Access Point (that is the SSID without -5G at the end)
  2. Keep 'Band Steering Enabled' to the default of 'on' but blacklist the mac address of the iPhone 11 in the 'Access Control List' in the 5G Access Point setting (down the very bottom).  This prevents the iPhone from connecting to the 5GHz band.  This prevents the phone from downloading at a higher speed but 2.4G is still very good
While either option is not ideal the wifi now works.  There are probably other things to try in the modem settings like channel and channel width but enough time wasted.
 
I think it is a modem issue and not a phone issue as the iPhone 11 worked perfectly at the apple store (and we tried walking out of the store and the wifi worked fine)
 
Hope it helps.

 

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48 REPLIES 48
Mkrtich
Level 21: Augmented
Level 21: Augmented

Re: Telstra Smart Modem Gen 2 - iPhone 11 WiFi Issues - Solved

Thanks for sharing your experiences. Is your Gen 2 , the Technicolor or Arcadyan.

As a matter of interest, did you try turning OFF the modem's Band Steering, then turn OFF the 2.4GHz radios, ensuring only 5 Ghz was able to be connected to. 

 

The Samsung 9+ and iPhone XR are both 802.11ac only phones - limited to 5 Ghz operation. The iPhone 11 outclasses the Gen 2 modem by virtue of meeting the newest Wi-Fi standard - it is a 802.11ax phone which can operate in both 2.4Ghz and 5 Ghz modes subject to best signal coverage - it can transverse and operate in both bands as the device moves. 

The modem's Band Steering has no standard implementation therefore it is a proprietary feature which is why some devices don't co-operate with it.

 

Too early to tell if Apple has an issue with their iPhone 11 Wi-Fi and I notice another reader has posted Wi-Fi coverage issues with it this morning. Will forward them your post. Cheers

 

Jupiter
Level 25: The Singularity
Level 25: The Singularity

Re: Telstra Smart Modem Gen 2 - iPhone 11 WiFi Issues - Solved

The Samsung 9 plus and iPhone XR are not limited to 5GHz only operation. They are 802.11 a/b/g/n/ac capable and work perfectly fine with both 2.4GHz and 5GHz operation (normally).  11ax is only useful if your router is also 11ax capable.

 

I suspect that the problem in this case is actually one of the many bugs that Apple released with iOS 13. They are having a shocking time patching them. Each patch has fixed some bugs and created new ones.

Never be afraid to back yourself when trying new things, just always make sure you have 3 escape routes if things go wrong.
lachlanknight
Level 1: Cadet

Re: Telstra Smart Modem Gen 2 - iPhone 11 WiFi Issues - Solved

Hi Mfragg,

 

I have the exact same issue! I have been to the Apple Store and they have replaced my iPhone 11 Pro Max and the issue still happened. I tried turning band steering off too and it didn't help. I've reset network settings on my phone, restored it numerous times, numerous ways (even a fresh phone) and the issue still occurs. 

 

Basically, while connected to WiFi if I walk outside, and get out of range of WiFi then walk back into the house, the WiFi connects to the iPhone 11 Pro Max, then shortly after the blue light on the Cable Adapter stops and the green light on the Smart Modem changes from green to white. 

 

Taking back the iPhone 11 Pro Max and sticking with my iPhone X as I can't have the internet continually dropping. 

Jupiter
Level 25: The Singularity
Level 25: The Singularity

Re: Telstra Smart Modem Gen 2 - iPhone 11 WiFi Issues - Solved

Your phone connecting to the WiFi on your modem should not have any effect on the Cable Adapter, that is more of an indication of a problem with your Internet connection and should probably get checked out.

 

Try running https://fix.telstra.com and see if it shows up any sort of problem.

 

If it keeps exhibiting that behaviour, your should give 1800 834 273 (NBN) or 133933 (Telstra HFC) a call and see if they can investigate.

Never be afraid to back yourself when trying new things, just always make sure you have 3 escape routes if things go wrong.
lachlanknight
Level 1: Cadet

Re: Telstra Smart Modem Gen 2 - iPhone 11 WiFi Issues - Solved

I have already spoken with Telstra a week ago and they monitored my internet connection for 3 days. I wrote down every time the internet dropped, exact dates and times, and when I spoke to Telstra they said there is no drop outs recorded on their end. It was then that I started to think it was the iPhone 11 Pro Max. I turned the iPhone 11 Pro Max off for 2 days and the internet didn't drop once. I turned the iPhone 11 Pro Max on again for 2 days and the internet dropped 8 times the first day and 9 times the next day. I can literally trigger the internet going off with the iPhone 11 Pro Max simply by walking outside to the round about (where there is no longer a WiFi signal) and then walking back into my home. Back on my iPhone X and no issues at all. This is definitely a firmware issue on either the Cable Adapter or Smart Home Modem Gen-2! 

cf4
Level 25: The Singularity
Level 25: The Singularity

Re: Telstra Smart Modem Gen 2 - iPhone 11 WiFi Issues - Solved

@Jupiter 

Up until a few months ago I held the same belief as you until I discovered my smart modem rebooting for no apparent reason. I tracked it down to a foxtelnow box which I had recently added to my network. Within 1 hour of turning foxtelnow box on modem would reboot and would continue to reboot every 10 minutes or so while foxtelnow box was on. I eventually stopped this happening by limiting foxtelnow box to the 2.4 GHz band and, disabling IPv6, setting and setting these WiFi settings to on:

Short guard interval

Cyclic delay diversity

Space time block code

 

I assume the blue light going off on the cable adapter is the network light which would be caused by modem rebooting removing signal from ethernet port on cable adapter.

Mkrtich
Level 21: Augmented
Level 21: Augmented

Re: Telstra Smart Modem Gen 2 - iPhone 11 WiFi Issues - Solved

Thanks. In retrospect I should have qualified my comments to be more accurate on the topic as band steering was in play. 

 

Yes, I understand the backwards compatibility of 802.11 standards. How these are implemented in practice within modems may vary. My understanding, and please correct me if I am wrong, is that dual band modems use two separate radios, one generally for 802.11 a/b/g/n (2.4Ghz and 5Ghz a) devices and the second usually, exclusively for the 5Ghz ac devices; some even have a third 5Ghz ac radio. I had the impression the second or third one does not connect 2.4Ghz and 5Ghz a devices.

 

I think this is what the journalist who may be alluding to in the article I read before posting. "How is 802.11ax different to 802.11ac" paragraph https://www.networkworld.com/article/3258807/what-is-802-11ax-wi-fi-and-what-will-it-mean-for-802-11... . I think non-standardised modem band steering may also impact on connections from 802.11ax devices as these devices seem to have an integral form of their own band steering control within the device which may not be disabled ? - lets hope 802.11ax modem band steering becomes standardized with little or no proprietary add-ons. Cheers

Roly69
Level 2: Rookie

Re: Telstra Smart Modem Gen 2 - iPhone 11 WiFi Issues - Solved

Hi Lachlan

i have exactly the same situation that you describe. iPhone XS with latest iOS 13.2

Telstra have monitored and also cannot pick up the drop outs from their end but are aware of the issues.

It may be a combination of Apple and Telstra firmware development and upgrades that are needed.

have resorted to leaving my iPhone on data only now.

interestingly the iPhone 7 and iPhone 8 as well as iPads and Apple TV’s in my home do not cause the same drop out!

No solution in sight.

Dps4
Level 1: Cadet

Re: Telstra Smart Modem Gen 2 - iPhone 11 WiFi Issues - Solved

Thank you for sharing, I have an ipad pro and a iphone XR. Since both updated to ios 13, the ipad had has problems with 5GHz connection, the iphone no issue at all.

 

I disabled 5G completely, and both since have worked well.

 

This morning, at my Partners home who does not have telstra (on dodo) 5G, ipad is exhibiting same issues, phone is fine.

 

so just sharing, definitely ios related. Not just smartmodem related. 

lachlanknight
Level 1: Cadet

Re: Telstra Smart Modem Gen 2 - iPhone 11 WiFi Issues - Solved

Hi Roly and All,

 

Let me ask you an important question, does anyone here have an Apple Watch!? Read on!!!!

 

So I made a mistake. I took my iPhone 11 Pro Max back to Apple and decided to just keep using my iPhone X, because there was no drop out. 

 

But when I took my iPhone 11 Pro Max back and then setup my iPhone X up again, the SAME issue happened AGAIN! I could not believe it. 

 

I realised the internet would only drop out at the end of the iPhone setup process, when I was setting up my Apple Watch. 

Turns out, it's my Apple Watch Series 4 causing the drop out! If I turn off WiFi on my Apple Watch the problem goes away. If I turn WiFi on the Apple Watch, within minutes the Telstra Smart Modem light goes white! 

 

The problem happens on WatchOS 6.0.1 and WatchOS 6.1! 

 

Temporary solution, turn WiFi off on your Apple Watch. 

Mkrtich
Level 21: Augmented
Level 21: Augmented

Re: Telstra Smart Modem Gen 2 - iPhone 11 WiFi Issues - Solved

That is interesting. The Apple Series 4 and 5 Watches are 802.11b/g/n 2.4 Ghz devices both controlled by the same SoC and have the same Apple Designed W3 Wireless chip - it appears to do Bluetooth, NFC and some models have GPS and 4G LTE - a lot going on there.

 

 Did you get a chance to try the possible solution suggested by @cf4 

p392
Level 3: Gumshoe

Re: Telstra Smart Modem Gen 2 - iPhone 11 WiFi Issues - Solved

Since I got iPhone 11 Pro, 20th Sept, and iOS 13, I’ve had nothing but trouble with Telstra Smart Modem Gen 2 (Technicolor) constantly re-cycling, rendering it useless. Modem replaced, same issue. NBN NTD replaced, same issue. For 8 weeks now the modem has been the most useless piece of rubbish I’ve encountered. Telstra has been mostly useless and still want me to monitor the situation while they apparently try to sort it out. They’re appalling to deal with on the 24x7 Chat feature and over the phone. They terminated my NBN service (now restored) but no fix for the problem. They say they’ve had a bulletin (I assume from Apple) that it’s to do with iOS 13, but they’re not trying nearly hard enough in the customer ‘service’ area. It seems the ‘Smart’ Modem isn’t as smart as they like to think it is (doesn’t default to 4G coverage because modem cycles back on... then off again, so it never ’thinks’ there’s a reason to switch to 4G. I still have my previous Telstra Gateway vac800 so I think it’s time to revert to that and let Telstra sort themselves out without me being their monitoring guinea pig at the other end of the line.

Jupiter
Level 25: The Singularity
Level 25: The Singularity

Re: Telstra Smart Modem Gen 2 - iPhone 11 WiFi Issues - Solved

The problem is with your iPhone. Until Apple fixes iOS13, you will continue having problems. 

Never be afraid to back yourself when trying new things, just always make sure you have 3 escape routes if things go wrong.
p392
Level 3: Gumshoe

Re: Telstra Smart Modem Gen 2 - iPhone 11 WiFi Issues - Solved

Thanks, Jupiter. Three sources at Telstra tell me it's an iOS 13 issue, but so far CEO Complaints Specialist won't comment on whether the company is working with Apple on a fix. I'm also told (one source) that there's a firmware update for the Telstra Smart Modem..?

 

Overall Telstra customer "service" is a joke.

 

The Smart Modem isn't able to default to 4G because the on/off of the modem doesn't meet the criteria to activate that super-duper feature Telstra loves to tell me about.

 

Do you think reverting to my previous Telstra Gateway vac800 would make any difference? i.e. do you think/know if it's an Apple iOS 13 *and* Telstra Smart Modem issue, or Apple iOS 13 and *any* modem issue? Cheers.

cf4
Level 25: The Singularity
Level 25: The Singularity

Re: Telstra Smart Modem Gen 2 - iPhone 11 WiFi Issues - Solved

Have you ck tacted Apple support as the problem only started when the iPhone Pro with IOS 13 is connected? Have you tried updating pho e go IOS 13.2?

Roly69
Level 2: Rookie

Re: Telstra Smart Modem Gen 2 - iPhone 11 WiFi Issues - Solved

I have had discussions with Telstra almost daily as we have tried to isolate the problem. They are supportive but also push the blame to Apple alone.

I can confirm that my iPhone XS is the culprit on ios13.2.

have not tried to isolate between my Apple Watch iOS 6.1 as currently overseas.

will try this once I return and let you know.

The Apple Watch is linked to my iPhone XS and therefore I will investigate this also.

nevertheless, my iPhone is my work device and I work from home and Telstra mobile network in our area is not the best.

p392
Level 3: Gumshoe

Re: Telstra Smart Modem Gen 2 - iPhone 11 WiFi Issues - Solved

All Apple devices updated, then we tried isolating what was connected to Telstra Smart Modem and separate 4G modem. Spoke with a different CEO Complaint Specialist (this one had a tech background) and he asked me to check firmware on Smart Modem, whether it was 18.1.c.0443-950-RA (apparently new firmware, but not always pushed through to everyone at same time). Mine had apparently just been updated recently. We're still on 'Stage 2' of checking things (we've now reconnected all devices to Smart Modem WiFi and so far I *don't think* there has been any issues). I've been streaming lengthy videos in the background while streaming TV, etc. Haven't seen any dropouts (and at one stage my Smart Modem was constantly in a state of re-cycle).

 

CEO Complaint Specialist conceded it was a Telstra issue as it was affecting other providers' customers (as far as he knew). iOS now up to 13.2.3

p392
Level 3: Gumshoe

Re: Telstra Smart Modem Gen 2 - iPhone 11 WiFi Issues - Solved

Hi Roly69, I've had 70+ days of issues with Telstra and dropouts/re-cycling Smart Modem. Was advised by Telstra that they received a bulletin that iOS13 was likely to blame. I ended up raising it as a complaint with Telstra because they were pretty idle on the situation, besides telling me about the iOS13 correlation. Firmware on Smart Modem has been updated, and all my Apple devices are up to date (13.2.3 currently). Still in monitoring stage, but it's looking a whole lot better than previously (may be a combination of Apple updates *and* Telstra Smart Modem firmware) - I was advised to check for 18.1.c.0443-950-RA as current/fixed firmware.

Roly69
Level 2: Rookie

Re: Telstra Smart Modem Gen 2 - iPhone 11 WiFi Issues - Solved

After returning home from a 2 week overseas business trip, my family confirmed not a single drop out while I was away.

Cleared my iphone network settings as requested by Telstra.

The same drop outs every day when my phone is connected to WiFi.

No change as yet and still the only solution is to turn off WiFi on my phone to avoid drop outs.

p392
Level 3: Gumshoe

Re: Telstra Smart Modem Gen 2 - iPhone 11 WiFi Issues - Solved

I made formal complaint (of course I got overseas call centre)... dealt with 2 people who had no clue. Then found that CEO of Telstra is on Twitter - Andrew Penn @andy_penn so I started including him in my tweets to Telstra about the crap customer service and the dropouts. I got a response from the CEO (a general apology) but next day received call from CEO Complaints Specialist - based in Melbourne, it seems.

 

I've definitely had less trouble since firmware was updated (by Telstra from their end)... but as I said, still monitoring as it has only been a guess that the firmware is the issue. Definitely related to iOS, but Telstra conceded it was their own problem to deal with.

cf4
Level 25: The Singularity
Level 25: The Singularity

Re: Telstra Smart Modem Gen 2 - iPhone 11 WiFi Issues - Solved


@p392 wrote:

All Apple devices updated, then we tried isolating what was connected to Telstra Smart Modem and separate 4G modem. Spoke with a different CEO Complaint Specialist (this one had a tech background) and he asked me to check firmware on Smart Modem, whether it was 18.1.c.0443-950-RA (apparently new firmware, but not always pushed through to everyone at same time). Mine had apparently just been updated recently. We're still on 'Stage 2' of checking things (we've now reconnected all devices to Smart Modem WiFi and so far I *don't think* there has been any issues). I've been streaming lengthy videos in the background while streaming TV, etc. Haven't seen any dropouts (and at one stage my Smart Modem was constantly in a state of re-cycle).

 

CEO Complaint Specialist conceded it was a Telstra issue as it was affecting other providers' customers (as far as he knew). iOS now up to 13.2.3


 

Glad to see your problem has been solved by the firmware update 18.1c.443.950RA. That update is causing a lot of trouble for some people with devices that only supports 2.4 GHz WiFi as it kills the 2.4 GHz WiFi. I think Telstra has stopped rolling out the firmware. My modem has not been updated and is still on version 18.1.c.0384-950-RB. I have an iPad with IOS version 13.2 and don't have any problems with the internet dropping out.

p392
Level 3: Gumshoe

Re: Telstra Smart Modem Gen 2 - iPhone 11 WiFi Issues - Solved

Correction: I said "CEO Complaint Specialist conceded it was a Telstra issue as it was affecting other providers' customers (as far as he knew)" ... should say that it was conceded that it was a Telstra issue as it *wasn't* affecting other providers' customers.

 

For me, it seems to have been a mix of Apple iOS 13 *and* Telstra Smart Modem - which as far as I know switches itself between 2.4 and 5 GHz as it needs to (?) so I can only speculate about what has fixed my issue - and even that is only anecdotal - I *assume* mine is fixed only because I've not witnessed the hundreds of dropouts I was previously experiencing. My FTTP NBN service was suddenly completely useless, after 5 solid years of "excellent" internet (by Australian standards). The whole thing has been a guessing game.

 

I'd urge anyone still having trouble to get in touch with Andrew Penn @andy_penn on Twitter and ask that the usual promise of Telstra "escalation" actually takes it right up to his office's level of complaints. I can't count the number of Telstra tech people in overseas call centres who kept getting me to do the same old routine, with no end result.

 

It has clearly been an iOS 13 issue as the problems started the very day I got iOS 13... but also a Telstra issue as my internet provider. As you say, perhaps it's only affecting the 2.4 GHz band.

 

A big part of me has really wanted to return to the "good old days" before technology got in the way.

cf4
Level 25: The Singularity
Level 25: The Singularity

Re: Telstra Smart Modem Gen 2 - iPhone 11 WiFi Issues - Solved

The firmware update 18.1.c.0443-950-RA was supposed among other things fix the problem with IOS 13 devices but it had a major bug in it that stopped devices that only supported 2.4GHz from being able to connect to the modem.

p392
Level 3: Gumshoe

Re: Telstra Smart Modem Gen 2 - iPhone 11 WiFi Issues - Solved

Disappointing, all round - tech we're now so reliant on, whether we like it or not, and compatibility issues render it all useless. 70+ days and I'm only now feeling any confidence that I'm perhaps one of the fortunate ones. The customers shouldn't be the ones fixing the problems.

MarkST
Level 1: Cadet

Re: Telstra Smart Modem Gen 2 - iPhone 11 WiFi Issues - Solved

Hi p392, 

 

Thanks for the pointer on Andrew Penn's twitter address; I pinged Telstra and included him which resulted in a prompt reply. At the same time, I stumbled on the fix.telstra.com site - in itself it was largely useless for this issue (my problem is exactly as you described) but at the end of all the tests I got a reference number and a phone number (13 7587) to the "platinum" service desk. I spoke to a tech there who was pretty switched on and made it clear that I had done all of the obvious things that the normal call centre tries to get rid of you with, so ultimately he said they would send a new router. 

 

Do I think that's going to solve the problem? No, because I think the new router is going to have the same firmware as the existing one. But, no way past that until I've tried the new unit. I'll let the forum know what happens. 

 

I upgraded to iOS 13.3 last night, but the router is still doing exactly the same thing.

 

Mark.

Mkrtich
Level 21: Augmented
Level 21: Augmented

Re: Telstra Smart Modem Gen 2 - iPhone 11 WiFi Issues - Solved

Are you expecting the Technicolor Gen 2 modem or the Arcadyan Gen 2 Modem to be sent to you as a replacement - If you are getting the later, it is made by a different company and uses different firmware. I don't think the Arcadyan has any issues with iOS 13 versions - we have one iPhone at v13.2.3 in home and its fine. The only significant issue with the Arcadyan is that it does not support NAT Loopback which the Technicolor does, which may or may not be an issue for you; we don't have a need for that function. 

p392
Level 3: Gumshoe

Re: Telstra Smart Modem Gen 2 - iPhone 11 WiFi Issues - Solved

Hi Mark, they sent me a replacement so-called 'Smart' Modem (Technicolor manufacturer, I've seen other references to Arcadyan) but I couldn't see the point in even getting it out of the box as I'd already replaced the modem and was experiencing the exact same dropout/re-cycling issues. The newest firmware was released to me - not sure if that was just coincidental or if this was because they were trying harder once I raised it all with CEO Complaints/Andrew Penn.

 

Out of curiosity, I then plugged in the newest modem and it had the older firmware, so I went back to replacement modem #2.

 

It's all anecdotal and only success by trial and error and isolating devices here, there and everywhere, but my internet hasn't seemed to have failed for a few weeks at least (previously it was constant dropouts and unusable).

 

iOS 13 is still a bit buggy on some of my Apple devices with certain apps.

 

I've had no noticeable internet issues since around the time of the firmware update (whether some of the incremental iOS updates have also been a factor, I can't say).

 

I know they can't just flood the system with firmware updates for everyone at the same time, but I'd hope they can target customers who clearly have a case to at least try the new firmware as a priority to assist in a fix. I hope once you're set up with the new modem, new/current firmware provides the solution.

 

iOS 13 was definitely involved (it was too much of a coincidence, the dates, etc) but firmware catching up seems to have had a positive impact for me. Otherwise, there is no other explanation that makes any sense - everything has been guesswork.

 

Hope you're all sorted soon. Cheers.

MarkST
Level 1: Cadet

Re: Telstra Smart Modem Gen 2 - iPhone 11 WiFi Issues - Solved

Hey Mkrtich, 

 

Sorry for the slow response. To be honest, I am not sure what they sent me (it wasn't specified in my discussion with the tech). In the interim I have received the box, but have not had a chance to open it yet. 

 

To be honest, a) I'm not hugely motivated to go through the whole 24 hour "activation" process again with Telstra, and more importantly b) I am incredibly convinced that the issue will not be resolved with firmware (I take your point though that it may be an Arcadyan, so I will check that). 

 

The reason I am convinced that a new router with the same FW will not solve it is because after my last post, Friday a week ago, I turned off the WiFi on my Apple watch. Literally only that one change. Not a single dropout since then!

 

My home setup is fairly populated with devices: several Sonos devices on different floors, several smart plugs (which need 2.4Ghz), several smart lights, a Fitbit smart scale, several iPads, Andriod phone, iPhone, Smart TV, Foxtel, iMac, a treadmill etc etc - the point is that there are an awful lot of things connecting to both the 2.4 and 5G network and only a single change - on my apple watch 3 - was the difference. 

 

I resolved not to change anything else for a full week, so tomorrow I will flick WiFi back "on" on the watch, but without manually entering a network in the watch's settings. Then I'll test again. If all is well, then I'll configure the watch to look at my 2.4G network and see what happens. 

 

My sense is that it will start falling over again and I will have proven that the watch / Router combination is the issue. IF that is the case, and the router they sent is a Arcadyan, then I'll go through the mission of replacing my existing one. 

 

Cheers,

 

Mark.

MarkST
Level 1: Cadet

Re: Telstra Smart Modem Gen 2 - iPhone 11 WiFi Issues - Solved

Hi p392,

 

Thanks for the response - I've just posted an update of my testing in this thread, but I 100% agree with you: this is definitely related to iOS, the router firmware, and (at least in my case) the Apple watch. 

 

The frustration, of course, is that I know it's a firmware issue and Telstra knows it's a firmware issue, but getting to speak to someone who can actually provide relevant updates is almost impossible. 

 

I will keep pursuing it with that twitter conversation including the CEO, though - that was effective and I received an immediate response. 

 

I'll keep this thread updated.

 

Cheers,

 

Mark.

 

 

cf4
Level 25: The Singularity
Level 25: The Singularity

Re: Telstra Smart Modem Gen 2 - iPhone 11 WiFi Issues - Solved

There is now a firmware update for the modem that fixes the problem with IOS devices and does not effect the 2.4 GHz WiFi band 18.1c.443.950RB. The firmware that was supposed to fixed the IOS problem but had a bug that disabled the 2.4 GHz WiFi band was 18.1c.443.950RA.

 

Within an hour of connecting my Technicolor version of the Gen 2 modem it received the firmware update. No bad effects so far.

p392
Level 3: Gumshoe

Re: Telstra Smart Modem Gen 2 - iPhone 11 WiFi Issues - Solved

That's interesting, thank you! Mine was updated to the the RA version some weeks ago, which seemed to fix the issue - but maybe it's not able to switch from 5 GHz to 2.4 GHz.

p392
Level 3: Gumshoe

Re: Telstra Smart Modem Gen 2 - iPhone 11 WiFi Issues - Solved

Interesting post from @cf4 regarding FW version RA vs RB. Mine's still on RA, but that seemed to fix things... but now I'm wondering if, yes it's working, but is my modem is stuck on 5 Ghz mode until RB gets sent through? I Googled whether it's possible to click somewhere to get firmware updated, but the info suggests that Telstra sends it out whenever a new version is available. I guess they can't just flood it through to everyone all at once, but I've passed the question back to the CEO Complaints team to see if they can shed any light on the situation.

 

I was really getting nowhere until I included the CEO in my tweets to Telstra - the usual complaints level is pretty much useless (or has been in my case, since it has taken nearly 3 months for me to reach resolution, which only began to happen once I involved the CEO, or at least his office).

cf4
Level 25: The Singularity
Level 25: The Singularity

Re: Telstra Smart Modem Gen 2 - iPhone 11 WiFi Issues - Solved

@p392 

You can check if the 2.4GHz band is still working on your device by disabling band stedring in the modem's 2.4 GHz WiFi settings. This will result in -5G being added to the end of the 5GHz WiFi SSID. You should now see two SSIDs from the modem in the phones WiFi settings if the 2.4GHz WiFi band is still transmitting. If you don"t see the normal SSID but only the SSID with -5G added then 2.4 GHz band is not transmitting.

 

The disadvantage of not having a 2.4 GHz band is that the range of the modem's WiFi is reduced and some WiFi devices that don't support 5GHz WiFi will not be able to connect to modem. The fault can not be repaired by a firmware update and you should be able to request a replacement modem from Telstra.

p392
Level 3: Gumshoe

Re: Telstra Smart Modem Gen 2 - iPhone 11 WiFi Issues - Solved

Thanks for that info. I disabled band steering in 2.4 GHz settings, and as you suggested, my phone's WiFi listed the original SSID that it is connected to (ticked) and "SSID"-5G listed in available Networks. From what you've said, that indicates I am successfully getting both 2.4 & 5 GHz - if I've understood correctly.

 

Apart from successfully fixing the original dropout issue with the "...RA" firmware update (which was only ever a guess as we'd tried every other thing without luck) I've only wondered about 2.4GHz and 5 GHz issues because my iPhone has sometimes struggled to post a tweet, but other devices have been flawless - now makes me think it's either iOS 13 still being a bit buggy, or Twitter (in this case) hasn't fully come to terms with the new OS.

 

Cheers for the input - much appreciated!

BryceStPeters
Level 1: Cadet

Re: Telstra Smart Modem Gen 2 - iPhone 11 WiFi Issues - Solved

Thanks so much mfragg.  Your 'option 1' worked for me and WIFI now works consistently on my iPhone 11 Pro Max.  It's been stuffed the past few months and I've had to keep turning off WIFI and kept exceeding my mobile data.  Now it's working smoothly on WIFI with satisfactory speed on 2.4GHz

Lou751
Level 1: Cadet

Re: Telstra Smart Modem Gen 2 - iPhone 11 WiFi Issues - Solved

I have the same problem with IPhone XS max and 11.

We have no problem with XR IPHONE 8 or 4 iPads. This is very frustrating!

Lou751
Level 1: Cadet

Re: Telstra Smart Modem Gen 2 - iPhone 11 WiFi Issues - Solved

I have same problem. Took to XS MAX ti Apple and they replaced it in December. Still having problem, and now son has same problem with IPHONE 11.

 

is this a modem or phone software problem?

Metoo184
Level 1: Cadet

Re: Telstra Smart Modem Gen 2 - iPhone 11 WiFi Issues - Solved

I am so frustrated with this problem! My iPhone 11 Pro just drops wifi if I move away from the modem.  All my other iPhones worked perfectly! I am trying everything - I’ll try your suggestions. 
Seriously frustrated! 

Lou751
Level 1: Cadet

Re: Telstra Smart Modem Gen 2 - iPhone 11 WiFi Issues - Solved

I have seen Apple and spoken to Telstra and they both say it is a problem with the other. I called Telstra and the guy said that many people with iPhones xs max and 11 have called with the same problem. He said we can fix it but it is going to cost you a $120 per year membership to platinum tech support or a $30 one off fee for each phone to fix ( I have 2 phones with problem). I challenged them to waive fee but would not budge. I called another time and rep said they did not know how to fix and would have to investigate but said I had to pay fees.

no way am I paying a fee for something that stopped working due to no fault of my own. I got someone from complaints to call me back and she advised that she would waive the fee. Was booked in for platinum tech support to visit Tuesday 13/01. Guess what? He was a no show, not even a phone call! Then get Tex saying it has been rescheduled fir 29/01.

if I could guarantee not to have a problem with another provider I would move.

it seems many people are having same irons but know one wants to take ownership and fix!

p392
Level 3: Gumshoe

Re: Telstra Smart Modem Gen 2 - iPhone 11 WiFi Issues - Solved

Hi Lou751,

All up, it took me 3 months dealing with Telstra over the issue. Although it's only anecdotal and some of the issues are slightly different, it still seem (overwhelmingly) that the root cause of the issue is with Apple and its iOS 13 - however, Telstra finally conceded to me (once I got to the top complaints level) that it was Telstra's responsibility to address the issue.

The issue for me seemed to be an incompatibility between iOS 13 and the firmware for the Telstra Smart Modem - once the firmware issue was addressed and corrected (and Apple did release incremental iOS updates, as they do) I have not had the issue I was having with the modem constantly re-cycling/rebooting.

The usual channels of tech support were a waste of time, as were the usual complaint channels with Telstra.

As mentioned in my previous posts on here, I forwarded the issue to Telstra's CEO - Andrew Penn - after discovering that he has a Twitter account - @andy_penn

After including him in many tweets to Telstra and also to him directly, the next day I received a call from Telstra's CEO Complaints Dept.

So, I'd advise hitting Andrew Penn up on Twitter, or if you don't use that, here's a weblink you can use to get in touch > http://say.telstra.com.au/customer/general/forms/contact-ceo-form (there's a postal address, which probably isn't all that helpful, but further down is a dropdown menu).

Being able to bypass the regular complaints people (who were useless) and got "straight to the top" helped me immensely, and (thanks to a CEO Complaints person who was pretty switched on) we were able to work through the issue within a reasonably short time (certainly compared to the few months I'd already spent on the issue, endlessly being on the phone or chat lines with Telstra.

My issues definitely started when I got an iPhone 11 and when iOS 13 was released, and finally resolved when my modem was upgraded to a newer firmware version. It can't be a coincidence, although there is no actual proof - it was a whole lot of trial and error.

BTW, Telstra were even issued a bulletin (I assume by Apple) that iOS 13 may be affecting some of their modems - still, it was Telstra's responsibility to provide its customers with a system that worked.

I know this has been a long answer, but I hope you have success if you opt to ping the CEO and his Complaints Dept.

Bs2020
Level 1: Cadet

Re: Telstra Smart Modem Gen 2 - iPhone 11 WiFi Issues - Solved

U r lifesaver man, after replacing iPhone 11 max pro I still had same issue but after reading ur comment I Turned 'Band Steering Enabled' to 'off' and connected the iphone 11 to the 2.4GHz Access Point (that is the SSID without -5G at the end) Perfect happy days 

Roly69
Level 2: Rookie

Re: Telstra Smart Modem Gen 2 - iPhone 11 WiFi Issues - Solved

I can confirm that the new firmware update18.1c.443.950RB for the modem finally fixed the problem with my iPhone XS.

 

I am no longer getting drop outs at all now for the past 3 weeks.

 

Hopefully the next IOS updates will not have the same problems re-occuring with Telstra's Smart Modem Gen II.

CharGry
Level 1: Cadet

Re: Telstra Smart Modem Gen 2 - iPhone 11 WiFi Issues - Solved

Sorry if this a silly question but how do you get the firmware update? 

p392
Level 3: Gumshoe

Re: Telstra Smart Modem Gen 2 - iPhone 11 WiFi Issues - Solved

I'd love to know, too. I've got version RA (not RB) and thankfully haven't had any issues with it. The update was pushed to my modem by Telstra, but I'm told there's nowhere in the modem settings interface where you can click to download it - it just comes from Telstra 'whenever'. Not even sure you can request it (which all seems a bit weird). If firmware updates are available, we shouldn't have to go begging for them.

Roly69
Level 2: Rookie

Re: Telstra Smart Modem Gen 2 - iPhone 11 WiFi Issues - Solved

The Gateway will update the firmware automatically to latest version of you disconnect the power supply for 20 secs and power up again. Let it restart and it should update the firmware. If this does not happen you can ask Telstra to push it to you also.

p392
Level 3: Gumshoe

Re: Telstra Smart Modem Gen 2 - iPhone 11 WiFi Issues - Solved

Thank you 👍

Lou751
Level 1: Cadet

Re: Telstra Smart Modem Gen 2 - iPhone 11 WiFi Issues - Solved

I am going to try. Hopefully this will work.

 

thank you

lth1
Level 1: Cadet

Re: Telstra Smart Modem Gen 2 - iPhone 11 WiFi Issues - Solved

I too had this problem, modem firmware updated etc, with a new iphone 11 after upgrading to from a faultless iphone 8plus.  My wife has an iphone 7 that wasn't suffering at all.   I switched off the 5GHz band and the problem was resolved.  I won't reiterate how to do that as it's throughout the thread here but I would highly recommend this fix.

 

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