klintonmenezes Posted September 22, 2022 Share Posted September 22, 2022 I've been trying a couple days to access but I can't login on DumaOS and nothing is showing up through web. I have the Telstra modem gen 2 I already tried to cancel and subscribe again, already tried to reset my modem, factory reset as well. Serial No CP2029SAL7M Firmware Number 18.1.c.0462-950-RB Modem Make Model Technicolor DJA0231 Link to comment Share on other sites More sharing options...
Administrators Netduma Fraser Posted September 22, 2022 Administrators Share Posted September 22, 2022 Hey, welcome to the forum! Sorry to hear you're having this issue. What happens/what do you see when you try to access? Have you accessed optimiser before or is this your first time trying? Your firmware number is older, it should be 20.3.c.0389-MR20-RA it may be that Telstra needs to push through an update for you to get it working correctly. I'd recommend contacting Telstra to see if they can do this for you, in the meantime I've tagged @mannrs who may be able to look into this more quickly for you. Link to comment Share on other sites More sharing options...
Administrators Netduma Fraser Posted September 22, 2022 Administrators Share Posted September 22, 2022 I've spoken with the Telstra team, have you had the modern longer than a week? If so please go to fix.telstra.com and request assistance to get the firmware upgraded to the latest. Link to comment Share on other sites More sharing options...
klintonmenezes Posted September 22, 2022 Author Share Posted September 22, 2022 It’s been an hour since that I've being talking to them about this. I had to do the troubleshooting all over again. And is that message that I get it “ Our testing indicates that your whole service is affected. To ensure we resolve the full issue for you today, let’s do some troubleshooting on the line to identify the underlying cause. ur testing indicates that to resolve the issue we need you to do some troubleshooting at your premises to identify the underlying cause and resolve your issue Are you at your premises and able to troubleshoot with me today?” Link to comment Share on other sites More sharing options...
Administrators Netduma Fraser Posted September 22, 2022 Administrators Share Posted September 22, 2022 Let them know specifically that you have engaged with Netduma tech support directly and that you need assistance from them to deactivate Optimiser, update it then re-activate it Link to comment Share on other sites More sharing options...
klintonmenezes Posted September 22, 2022 Author Share Posted September 22, 2022 Now my modem is not even working anymore is flashing green and purple and I can’t even connect on it. He told me to factory reset 3 times already. I’ve tried to explain in the simplest way possible. Link to comment Share on other sites More sharing options...
Administrators Netduma Fraser Posted September 22, 2022 Administrators Share Posted September 22, 2022 Hardware isn't something we can troubleshoot unfortunately, I'll reach out to the team to see if they can move it along. Link to comment Share on other sites More sharing options...
klintonmenezes Posted September 22, 2022 Author Share Posted September 22, 2022 I fixed somehow. He still persisting in check my NBN, saying my NBN is the problem. Why is so hard to just update a firmware? Link to comment Share on other sites More sharing options...
klintonmenezes Posted September 22, 2022 Author Share Posted September 22, 2022 After many attempts. He escalate to level 2. Now I just have to wait, I guess. Link to comment Share on other sites More sharing options...
Administrators Netduma Fraser Posted September 22, 2022 Administrators Share Posted September 22, 2022 Okay great, the level 2 tech will be able to do the required update, do keep us posted! Link to comment Share on other sites More sharing options...
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