Internet still down? Telstra’s guide to the solution
DESPITE most of Telstra's network back up and running after a week of issues, the company has told us they are aware of a small number of customers still experiencing NBN and ADSL issues.
Quite a few of these customers reside on the Northern Rivers and social media has been abuzz.
Telstra have issued a statement with a guide to hopefully resolving the issue.
"While the network issue has been resolved relating to Friday's NBN issue, we are still working with a small number of customers who are having modem issues and we apologise for the frustration and inconvenience this is causing," A Telstra spokesperson said.
Telstra has advised that if you have a TG587, TG797 or TG799 modem you can follow these guidelines to fix the issue:
1. Power off the modem
2. Disconnect either the ADSL or Ethernet WAN cable depending on your service type (ADSL or NBN).
3. Power on the modem.
4. As soon as the Status button (TG799) or ECO LED button (TG797 and TG587) turns RED, factory reset the Telstra modem by holding down the reset button on the rear of the device with a paperclip for 10 seconds.
5. Reconnect the ADSL/Ethernet WAN cable.
6. For ADSL modems only: Open a web browser, type in the URL http://10.0.0.138, and click on the broadband tab. Enter your Telstra broadband username (e.g. XXXXXXX@bigpond.com) and password and click on save. If you do not remember your username and password, you can refer to the following tool using an alternate device (e.g. your mobile) with a working connection telstra.com/modempassword
7. For those who have changed their Wi-Fi details to something of their choosing: Reset your Network Name (SSID, Telstra modem Wi-Fi name) and Network Key (Wi-Fi password) to the factory defaults, which can be found on the underside of your Telstra modem. If applicable, reconfigure your Network Name and Network Key in the Wi-Fi Tab in the Graphical User Interface (GUI) or any other settings that have been manually changed. This can be done via a web browser at http://10.0.0.138. At this point you can also alter any other settings that may have reset to the factory default.
8. If the Telstra modem continues to reboot, attempt to factory reset via the GUI. Navigate to the Telstra modem GUI at http://10.0.0.138 and click on Advanced > Telstra modem, then click on Reset > Confirm.
9. If you have followed these instructions and are still having problems please contact us on 133 933 (ADSL) or 1800 834 273 (NBN) so we can troubleshoot your issue further.
"If you have a Telstra TG587, TG797 or TG799 modem that has not reconnected to the network after a restart, please visit our CrowdSupport page for instructions on resetting your modem.
"If you have followed these instructions and are still having connection problems please contact us on 133 933 (ADSL) or 1800 834 273 (NBN) so we can troubleshoot your issue further."