TinyBubu

Hi Fraser, As previously explained, I can't disable and reenable the service via the Telstra portal. FYI, I was a longterm Telstra customer and own the Telstra Smart modem outright, but I currently utilise a Govt grant for free NBN (internet) access through a different ISP (as Telstra is not participating in the scheme). Even when I was a Telstra customer, I had these ongoing logon issues (as did a multitude of other users based on various Internet forum threads). I appreciate you are just trying to offer assistance, but advising customers to reinstall as the first troubleshooting step is not really analyzing and identifying the root cause (so the issue will no doubt inevitably return, as it has in the past). Likewise for the initial core issue identified (the original reason for starting this thread in the first place), recommending that I remove the Internet-enabled device from my son overnight as a "work around" to the fact that the router software isn't effectively blocking that particular device's internet access, isn't a technical solution addressing the apparent system glitch. I would have thought requesting and analyzing traffic logs would be a good starting point to identifying the actual technical issue.

Model Name: Telstra Smart Modem Gen 3 / Model Number: Cobra XH

Yes, appreciate users come here to resolve issues, but the logon issue seems to be an ongoing concern for a lot of users (at least on the Telstra Smart modem). What is the latest build, to determine if that's potentially the issue? Modem shows latest firmware is 21.4.0500-MR3.1-RA (or does DumaOS have its own uncorrelated module built / revision number)?

Hi Fraser, Thanks for the prompt reply. Is there no other workaround / fix (beside telling customers to reinstall)? What exactly is going on (seems I'm not the only Telstra customer having the same logon issue)? Can't I provide logs so the dev team can actually investigate and identify the root cause (then fix it once and for all)? I've checked previous threads and the advice has been "this is a known issue, which will be fixed in the next release", yet those posts were last year (or even earlier) yet the exact same issue seems to persist with the Telstra smart modem implementation of DumaOS. Really not a good look for Telstra (given their tech support don't appear to be upskilled in DumaOS, so can only offer limited (if any) support.

Picking up this conversation thread from a couple of months ago... as still battling this issue! Just to clarify, my son isn't hotspotting to phone, etc... the traffic is definitely flowing through the DumaOS controlled router, it's just that particular device's internet access, for whatever reason (bug?) isn't being blocked via MAC address, as per previously posted configured settings. I now can't even logon to the router to check / change the settings (seems a lot of users previously complaining about the very same issue, without a proper resolution being found). A router reboot (after a 10min delay) used to work, at least for initial logon straight after the router came back online and all services active (I'd then hit the same logon issue after half an hour or so). Now a router reboot doesn't even work, which is very frustrating to say the least! I've tried using the IOS DumaOS app, various web browsers on different devices, but get the same result! These are the error messages I would previously get: Since rebooting the router today, I'm now receiving these errors: IOS app Windows Edge Can you please advise how to resolve this logon issue, as without having access to the router config, I can't even start to troubleshoot why the device block isn't working properly!

Hi Fraser. I understand your logic but unfortunately don't think it is correct hypothesis. Yes, multiple IPv6 addresses are being assigned (as is the case with most devices on the network) but only one MAC address. I've checked and the MAC address listed in the DUMAOS app matches the MAC address of the device. The Google Home is an old device and has quite simple network functionality / configuration. It certainly doesn't support Random/Private MAC addresses. If it did, then it should show up as multiple devices in the app (one online and the rest offline), each time a new MAC address is generated, which is the case for the iPhones that connect to the router. In fact, as a side issue, that is one of my pet peeves, the Offline Devices get filled with multiple entries (for devices that have Random/Private MAC addresses enabled) and these redundant multiple entries have to be cleaned up manually, one by one! When will bulk select and delete functionality be available (is it on the roadmap or perhaps already included with the latest build)? Also, the Google Home is only connecting via 5GHZ. When it is blocked, it doesn't alternatively try to connect via 2.4GHZ. I've tested and monitored this to confirm. The 5GHZ and 2.4GHZ bandwidths are already combined as a single SSID. The Google Home is actually his alarm clock, so I don't really want to have to physically remove it every night (especially when I should simply be able to block Interest access at the router)! Any other ideas (or can this be escalated to the dev team for comment), as it definitely seems to be a glitch.

Hi Fraser. Thanks for your reply. Nothing that elaborate... I'm simply selecting the "BLOCK INTERNET" button in the app. As previously explained, it works fine for every other device, just not my son's Google Home.

Hi all, I'm wanting to block internet access overnight for all my kid's devices. Works fine and as expected for all devices except my son's Google Home. Even if blocked, I've just discovered that he can still use it to watch YouTube videos etc! Any idea why this particular device is still able to access the internet even when blocked and also how to fix this apparent glitch?

That's a very old webpage you have pulled up and quoted... somewhat surprised it's still publicly accessible! Telstra haven't called it Game Optimiser for years... and likewise they haven't charged a subscription fee for a long time. Guessing they didn't get enough traction for the service (and customers willing to pay an additional $10pm). This is the up-to-date information: https://www.telstra.com.au/internet/internet-optimiser#:~:text=Internet%20Optimiser%20lets%20you%20prioritise,then%20set%20up%20your%20priorities.

OK understood. I did pay my monthly subs for years with Telstra so legitately own the Gen 3 and the Internet Optimiser is a free (no-sub) add-on. Can always DM me if you'd prefer to take the discussion offline!

BTW, the reason I'm looking at a factory reset is because the Telstra Gen 3's upload speed is currently capped 4Mbps. Apparently although the modem isn't 'locked' per se to the Telstra network, the last config profile that was previously applied to the device persists. I realise outside your scope... but any advice on this one (BTW, does the Telstra rep still read this thread)?

OK sounds like a case of try it and see? No way of talking to the dev guys to find out for sure? Just to confirm, what actually happens when the Internet Optimiser gets enabled via the Telstra portal? Is DumaOS already part of the standard firmware that gets installed on all devices (and remains dormant / not activated until a user requests it) or when Internet Optimiser gets enabled via the Telstra portal, only then does the DumaOS module get pushed out?

Hi Fraser. Thanks for the quick reply. I was a Telstra customer for a number of years, so own the Telstra Smart Modem Gen 3 outright. I've recently signed up with another NBN provider but still want to continue using the Gen 3, to utilise DumaOS functionality; mainly QoS congestion control / bandwidth allocation etc, as have three teenagers who hog the network with their online gaming, streaming services, etc. So I'm reluctant to factory reset the device unless I know it won't remove DumaOS (as I have no way of re-activating Internet Optimiser from the Telstra app, even though I'm still a customer for their other sevices). Any advice on this one?

Hi guys, quick query... if I factory reset a Telstra Gen 3, will it still have DumaOS on it (already part of installed firmware package) or will it need to be reenaabled? Thanks!