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Re: Telstra Smart Modem Gen 2
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Re: Telstra Smart Modem Gen 2
One thing to keep on mind is that no manufacturer (including Telstra) is obliged to support obsolete devices... In my case, both the devices that do not work correctly for me on 2.4GHz are 5+ years old, hence obsolete by the term of computer industry... UNFORTUNATELY!!!
Likes (formerly Kudos) and solutions are appreciated!!!
The comments expressed by me reflect my user experience and personal opinion.
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Re: Telstra Smart Modem Gen 2
Kev, when you say you tried static IP addresses, did you also set the DNS manually? My static IP settings only allowed me to connect to the internet after doing so. Based on the router's default settings, the static IP settings that worked for me were:
device: 192.168.0.(2-255)
subnet mask: 255.255.0.0
router / gateway: 192.168.0.1
DNS: 1.1.1.1
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Re: Telstra Smart Modem Gen 2
Thanks Derpstra. No I did not do anything with the DNS settings. I will replicate what you have provided me with.
Appreciate your help. Cheers.
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Re: Telstra Smart Modem Gen 2
Hi again derpster,
Where do I find the DNS setting? There is one under the 'Internet Access' tab but it looks like this refers to the network IP not the LAN.
Can you take a screen shot just so I don't stuff it up.
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Re: Telstra Smart Modem Gen 2
Derspter, is referring to setting up a static address and custom DNS on the connected device not the modem. To ensure custom DNS works should disable IPv6 in the modem. (Advanced > Local network)
To set up static IP address and custom DNS on your device do a google search for setting up static IP “operating system of your device”
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Re: Telstra Smart Modem Gen 2
Thanks heaps.
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Re: Telstra Smart Modem Gen 2
Great to hear, Kev. Appreciate your patience and perseverance in this. Please let us know if there's anything else you need. - Matthew.
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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Re: Telstra Smart Modem Gen 2
Several ideas from this thread
I have fixed my issues by placing the gen 2 smart router in its box and in the cupboard and going back to my router I have had for 5 years.
Problems havnt occurred again.
So thanks for supplying me with either a broken router that you refused to replace
Or such cheap technology that it doesn’t work as it should.
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Re: Telstra Smart Modem Gen 2
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Re: Telstra Smart Modem Gen 2
But the cheap and poxy hardware supplied with the internet plan is terrible
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Re: Telstra Smart Modem Gen 2
Spoke to 2 people via the live chat, who didnt have a damn clue what they were talking about (one started to run thru a diagnostic on my home phone, even though I had repeatedly said the new modem kept dropping out, and that I dont even have a home phone connected) and the other asked what colour all the lights were on the front of the modem, when i replied theres only one light on the front and its green, he replied he couldnt help me and was about to transfer me to yet another person. So I hung up and called the support number that came with the phone.
Again got jostled from person to person. I kept repeating myself that I kept having to reset the modem, and then 15-20 minutes later phone and PC would just randomly drop out and not reconnect again. So they made me reset once more, we reconnected the PC and 2 phones, and the lady believed it was problem solved. Duh, its exactly what I said i had been sdoing for the previous 2 hours.
Now Pc is connected again after 2 more resets, and phone wont connect.
Smart modem? I think not.
Trained technical support? You have to be joking!
Will I be returning the modem and staying with ADSL broadband until it no longer exists? You betcha!
Telstra is an absolute disgrace,
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Re: Telstra Smart Modem Gen 2
Hi,
Apologies for the delay in our reply and to hear of the frustration.
If you're contemplating moving to another provider, please call us on 13 22 00, and say, 'Disconnect' at the voice prompt.
You'll go through to our resolution team, who will do anything they can to assist and keep you as a customer.
(They are open from 8am - 9.30pm AEST Monday-Saturday and 8am - 8:00pm AEST Sunday)
Please let us know how you get on and what the outcome was.
- Stef
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 Smart Modem Gen 2
Is a firmware update being developed for Gen 2 smart modem’s to fix these drop outs?
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Re: Telstra Smart Modem Gen 2
I completely understand and share your anger and frustration. Happy to share the workarounds if that helps.
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Re: Telstra Smart Modem Gen 2
I for one would be interested in know the work around you used to get internet working with no drop outs on devices connected to the Telstra Smart modem Gen 2. Which Gen 2 modem do you have? There are two manufacturers Technicolor (DJA0231) and Arcadyan (LH1000)
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Re: Telstra Smart Modem Gen 2
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Re: Telstra Smart Modem Gen 2
Still havnt had any issues after swapping back to my old router, this old router I used for a whole year on the same plan (was just under a different name) and never had an issue, only ever had issues with the smart router
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Re: Telstra Smart Modem Gen 2
I was issued with the Smart Modem Gen 2 Technicolor DJA0231 on Friday 21 Dec. Firmware version 18.1.c.0241-950-RA.
In my case I noticed my mobile had dropped off and was continually trying to re-attach but had a message saying 'No IP address available' so I thought I would login to the modem and take a look at the DHCP setting on the modem.
- Login to gateway: 192.168.0.1
- Go to Advanced >> Local Network
- Under DHCP settings go to "Lease Time"
- Change 1h to 504h (this is the longest period permitted i.e. 21days)
- Press close
My hunch was that the modem was dropping devices once the DHCP Release Time expires. The default setting as delivered is only set to last 1 hour. After this time expires it drops devices (wifi or ethernet) and won't renew their IP address. I set the Release Time to the max i.e. 504h. After changing this setting I found the dropped off devices bounced straight back on within seconds and seem to stay there at least until I left the house. My Win10 based devices stay connected but android mobiles still dropped, but less often so not quite there yet.
I also turned off the 'Band Steering Enabled' to OFF. Not sure if this has helped or not to be honest but I don't need it so OFF it is.
Then I received advice from Derpster to try placing a fixed IP address for my wifi connection on each device. I have now done this it has solved the problem of the android devices dropping also.
To set up static IP address and custom DNS on your device do a google search for setting up static IP “operating system of your device”.
The static IP settings that worked for me were:
- device: 192.168.0.(in the range 2-255) - (try not to use one already allocated - Go to Advanced >> Devices to show what has been assigned to devices already connected).
- subnet mask: 255.255.0.0 (wasn't required on android)
- router / gateway: 192.168.0.1
- DNS: 1.1.1.1
I have a bit of experience with previous routers so not afraid to look at settings etc and besides if I screw up a hard reset will always put it back to delivered settings so no harm done.
Thanks for your advice too btw.
All the best.
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Re: Telstra Smart Modem Gen 2
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Re: Telstra Smart Modem Gen 2
We shouldn't have to be wasting days on workaround solutions just to be able to access the internet. As soon as I get time to scratch myself I'm going to demand a fully functional equivalent modem from Telstra. If they refuse, I'll be lodging a case with the TIO, and Telstra can pay their $300-500 case fee on top of the cost of a working modem. It's as if Telstra doesn't realise they are legally obliged to provide customers with products that function as advertised.
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Re: Telstra Smart Modem Gen 2
I am going to write to the CEO to seek compensation for my 2 weeks of pain. I encourage others to take the time to do the same. https://service.telstra.com.au/customer/general/forms/contact-ceo-form?red=/abouttelstra/contact-us/...
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Re: Telstra Smart Modem Gen 2
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Re: Telstra Smart Modem Gen 2
Hopefully others will do the same. Just need to say you were sent a faulty modem and as a result Telstra are failing to deliver the service you signed up for because of the dropouts. Customers shouldn't have to be wasting days on workaround solutions just to be able to access the internet.
Is it too much to want Telstra to be better?
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Re: Telstra Smart Modem Gen 2
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Re: Telstra Smart Modem Gen 2
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Re: Telstra Smart Modem Gen 2
After a factory reset and disconnected from the cable adapter in theory it shouldn't have any problems as its designed to operate stand alone with no fixed connection on new connections. After an hour the ip address on the devices should renew and work. If it works supports my theory of the cable modem.
If thats the case Id want to see what happens after factory resetting both the smart modem and cable adapter and connecting them back up to see if that resolves the issue and the devices are able to reconnect after an hour.
Would help in narrowing down where the root cause may be.
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Re: Telstra Smart Modem Gen 2
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Re: Telstra Smart Modem Gen 2
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Re: Telstra Smart Modem Gen 2
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Re: Telstra Smart Modem Gen 2
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Re: Telstra Smart Modem Gen 2
i disconnected the cable adaptor overnight and there were no issues with dropouts in DHCP mode. i've now reset both the cable adaptor and modem while disconnected from each other, and then reconnected them. will see what happens.
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Re: Telstra Smart Modem Gen 2
Resetting the cable adaptor box seems to have fixed the DHCP issue. Hopefully this is a permanent fix. My bet is the glitch has something to do with the initial authenticaion process (when you first hook up the cable adaptor, you have to connect to a telstra authentication site directly via the cable adaptor - without the modem - before the cable adaptor becomes active).
I'll post back if there are any further problems.
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Re: Telstra Smart Modem Gen 2
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Re: Telstra Smart Modem Gen 2
I fixed my issue by using another modem.
I will continue to pursue a replacement for my router.
As a family member of mine got one the same day
Same plan
Same town
Different house
And has none of the issues, and both are set up the exact same
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Re: Telstra Smart Modem Gen 2
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Re: Telstra Smart Modem Gen 2

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Re: Telstra Smart Modem Gen 2
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Re: Telstra Smart Modem Gen 2
Bad news, i just power cycled the modem without touching the cable adaptor. DHCP issue reared its ugly head again. I’ve just tried the following in this exact order and will post back with results:
-unplug ethernet from cable adaptor
-turn modem off and on
-reset cable adaptor and wait ~60sec for 4 solid green lights
-reattach ethernet to cable adaptor.
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Re: Telstra Smart Modem Gen 2
To clarify last light when you left the modem running in the 4G backup mode had the modem been reset before being left in backup mode and in the morning were all of your devices working.
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Re: Telstra Smart Modem Gen 2
No factory reset on modem before forcing 4G mode, all devices were connecting fine in the morning.
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Re: Telstra Smart Modem Gen 2
@derpsterDoes this mean you don't need to adjust the DHCP Release time or use static IP on each device if you factory reset the cable adapter?
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Re: Telstra Smart Modem Gen 2
-unplug ethernet from cable adaptor
-turn modem off and on
-reset cable adaptor and wait ~60sec for 4 solid green lights
-reattach ethernet to cable adaptor.
You do not need to reset the modem, only the cable adaptor.
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Re: Telstra Smart Modem Gen 2
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Re: Telstra Smart Modem Gen 2
I understand the steps however the actions I have already taken are working for me. I can power off any device or combination including the Gen 2 and/or the cable adapter, start back up and all my devices jump straight on the wifi immediately. Nothing has dropped since you suggested using the static IP.
I just tried an old tablet that I have not used for months and it would not connect until I assigned a static IP address on the device, but once I did that it connected immediately and does not drop.
I am leaving well enough alone and moving on to enjoy the 5 fold increase in speed we are getting since moving to HFC.
Thanks for your help Derpster. Good luck.
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Re: Telstra Smart Modem Gen 2
Glad i could help. Might be worth printing out my reset steps and keeping them with the modem just in case you ever need reliable Non-static IP access, like for visitors or that pesky device that’s super annoying to configure!
Murphy’s law etc...
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