Chris_1
Level 1: Cadet

TELSTRA SMART MODEM GEN 2

After successfully connecting the Smart Modem Gen 2 when I first got it, it immediately disconnected 2 mins later when I attempted to connect to the settings page. I have been trying to reconnect ever since with no luck, I just get a white light on the front (blinks off for a couple seconds every 10). The lights on the back do not illuminate. Tech support told me this means it is receiving a firmware update and to wait a couple of hours. Each time I ring they up the time I need to wait. I'm now up to 24 hours. It sounded like BS at 2 hours, but I gave them the benefit of the doubt and let it go over night - no change, blinking white light and no connection.  

 

I'd love some advice on where to from here.

 

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3 REPLIES 3
cf4
Level 25: The Singularity
Level 25: The Singularity

Re: TELSTRA SMART MODEM GEN 2

The update might of been interrupted causing it to fail. The update should take less than an hour.
You could try a factory reset. To factory reset press reset button for at least 10 seconds while modem is powered on. Modem should reboot. Reset button is located behind a hole on back of modem near LAN port 2
If still not working you might need a new modem which should be supplied under warranty
Chris_1
Level 1: Cadet

Re: TELSTRA SMART MODEM GEN 2

Thanks. I tried the factory reset and unfortunately no change. I'll try Telstra again, hopefully I get someone who is prepared to help rather than tell me to wait longer for it to "update".

RyanH
Support Team
Support Team

Re: TELSTRA SMART MODEM GEN 2

Hey Chris_1, thank you for your post.

I am sorry to hear of the troubles and that a factory reset did not resolve, give us a call on 133 933 and we will assist.

Let me know how you go.

- Ryan

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