What do the lights on your Telstra Smart Modem Gen 2 mean?

ashliem
Community Manager Community Manager
Community Manager

The Telstra Smart Modem Gen 2 is our newest Smart Modem, bringing the latest hybrid technology to your home broadband and allowing you to:

  • Connect sooner - Get online even before your home broadband is activated with your Telstra Smart Modem Gen 2. Its inbuilt, pre-activated SIM can connect to our mobile network right out of the box.
  • Have a built-in backup plan - No home broadband due to network upgrades or bad weather? Your Telstra Smart Modem Gen 2 will automatically switch to our mobile network if required, so you’ll be back online in minutes, as long as 4G coverage is available.
    Mobile speeds are limited to 6/1 Mbps and will vary with local conditions and content.

Understanding the lights on your Telstra Smart Modem Gen 2 can help keep you informed of your internet connection status, and help diagnose problems if you’re having connection difficulties.

 

If you have a Telstra Smart Modem or Telstra Gateway Frontier, you can find out what the lights on these mean here.

 

Take control of the wireless network in your home or office with the Telstra Home Dashboard™ App.

 

 

LED

LED Behaviours

Cause

Front LED

Off

Powered off

Green

Fixed online

Blue

Mobile online

White

Powered on, booting up

White Flashing

Firmware upgrade. Interval 0.5 seconds until download complete

Orange

Finished booting up and trying to connect / Fixed connection lost, trying to reconnect and waiting to failover to mobile

Red

Both fixed and mobile failed to connect, trying to connect on both

Colour Cycle

Factory Reset. Interval between colour cycle 0.5 second.

 

 

 

ONLINE

Green

Fixed or Mobile Broadband online.

Orange

ADSL captive portal (newdsluser)

Red

PPP authentication failure

Off

Fixed & Mobile offline.

 

 

 

WAN/DSL

Green

Ethernet connected / DSL synced

Green (slow flash)

DSL start syncing

Green (fast flash)

DSL finish syncing

Off

No fixed physical connection

 

 

MOBILE MODE

 

 

Green

Mobile online

Off

Mobile offline

MOBILE SIGNAL

Green

Good signal

Orange

OK signal

Red

Poor signal

Off

Telstra network unavailable

PHONE

(SIP Mode)

Green

Registered

Green Flashing

DECT handset or FXS off-hook. Interval 1.0 sec.

Red

Unable to make a call

Orange

SOS call only (fixed unavailable, Telstra mobile unavailable)

Off

Not registered, e.g. no SIP credentials.

PHONE

(PSTN Mode)

Green

Voltage detected on PSTN Port

Green Flashing

DECT handset off hook. Interval 1.0 sec.

Off

No Voltage detected on PSTN port

WI-FI

Green

On

Off

Off

PAIR

Green

DECT paired or WPS paired

Green Flashing

Pairing mode. Interval 0.5 sec

Green Flashing

Paging mode Interval 2 sec

Red

WPS timed out or failed

 

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67 Comments
cf4
Level 25: The Singularity
Level 25: The Singularity

Orange light indicates SOS calls only which probably means there is something wrong with main link if its a NBN connection. If the connection. Check that all connection are correct and turn modem of for a few minutes and then back on. If that doesn't work try a factory reset. If phone still not working contact support.

Mustang20
Just Registered

Last night we had a blackout that lasted for a minute or two and now the NBN box is showing the connection light is flashing red light. I've tried waiting 20 minutes but it's still the same. I've tried the reset button but it's still the same. I've unplugged it, then put it back on and it is still flashing red, even after half an hour. This morning the NBN box connection is still got a flashing red light. We rang the help number that is in the book but no one will answer because of the Coronavirus situation. So I don't know what to do now? I don't know if there is a connection issues outside in the Telstra pits due to the blackout? We need the internet so that we can have something to do over the long weekend! Thanks.

AC999
Just Registered

Signal light on modem is always orange, why?

AC999
Just Registered

If I don't have a phone plugged in, should the light still be green?

Jupiter
Level 25: The Singularity
Level 25: The Singularity

@AC999 

The signal light is the signal strength of the Mobile connection.

The phone light will be green if the modem has synced with the SIP server (a handset doesn't need to be plugged in for this).

Bennyno1dog
Observer

my replacement cordless phone has no dial tone help 

aaron_h
Community Manager Community Manager
Community Manager

Hello @Bennyno1dog,

 

Thanks for your message, apologies for the delayed response.

 

It sounds like you need the assistance of technical support to help troubleshoot the issue,

the fastest way to get in touch is to message us in the My Telstra App.

 

Please download and sign into the My Telstra App on your mobile, then head to Get Help and

click on the blue message icon. The assistant will have a few suggestions before a team member

is notified that further support is needed.

 

If you can test using another home phone to identify if the issue is related to the cordless phone

or something else, this would assist the tech support team diagnose the issue.

 

-Aaron

 

 

PinguPingu
Just Registered

I’ve tried to unplug everything (including the power) and plug it back after 20mins... Still no internet connection... the Mobile Signal light and Phone light are both Orange/Amber... it have been like this since 5am this morning. I tried everything but still no internet ... 

RebeccaHam
Just Registered

Hello,

I have just received my new Smart Modem Gen 2 and am getting an orange light for Online which apparently means "ADSL captive portal (newdsluser)".  

On my device I get the message "Connected without internet".

So, no internet.

Can anyone help please?  Thanks!

RebeccaHam
Just Registered

For anyone who is having a problem with the Online light being orange, you can try this:

 

This is the response I got from Telstra Online Chat.  It worked!

We will need to update the modem with your preferred username and password so let me talk you through how to do this.

1. Please open up your internet browser (ie. Google Chrome or Internet Explorer)
2. In the address bar up the top, where you would usually type in a website please type in 192.168.0.1
3. If you are asked to log in next, please enter 'admin' for the username and 'Telstra' for password.
4. You should now see a screen with lots of different information about your modem, along with some settings, Please find the Broadband settings tab. Here you will find a section to enter your BigPond username and password
5. Once you have updated your username and password, click on save or apply at the bottom and then test the connection again