MuRF FuRY Posted December 27, 2023 Share Posted December 27, 2023 Hi, I just recently upgraded from FTTN to FTTP, all went just ok, and my service works, but after many calls to faults and with very poor help service, I find myself in a situation where the system believes I'm still on the Gen 2 white modem and has a S/N & Mac Error when trying to communicate with my Gen 3 modem which was fine before upgrade. Faults department keep telling me it will be fixed in 48 hours, and I understand its Xmas time, but today was my 3rd call back to them since the 15th of Dec and I got the same reply. What this means is because the service can't communicate with my Gen 3 modem, it stops me from getting firmware upgrades, but also prevents me from getting Internet Optimiser Activated on modem, as in my Telstra app is says that it is activated. Not sure if you guys can fast track the issue I have, so I can get optimiser up and running again. Any help or advice would be appreciated. Link to comment Share on other sites More sharing options...
Administrators Netduma Fraser Posted December 27, 2023 Administrators Share Posted December 27, 2023 I think this would be one for @mannrs to help with when he is able to as it's more of a situation between you and Telstra that we can't do anything with. Link to comment Share on other sites More sharing options...
MuRF FuRY Posted January 6 Author Share Posted January 6 Thanks for the reply, I am getting nowhere with Telstra, have lodged a complaint with them and with the TIO, they know the issue, they call it a Jumping fault, as their systems think I'm on Gen 2 modem, but I'm on Gen 3 Modem, so serial number and mac address can't talk back to Telstra, hence why I can't activate internet optimizer or get my land line working. But for some reason no one at Telstra is fixing the issue, they even said they would send me out a new Gen 3 modem but sent a gen 2 instead, they said it would be fixed at their end within 24 - 48 hours, since 15th Dec, it's a joke and a nightmare dealing with their faults service. Now, I know you guys can't do anything, but if @mannrs can advise me with any info on this it would be appreciated. Link to comment Share on other sites More sharing options...
Administrators Netduma Fraser Posted January 6 Administrators Share Posted January 6 I'll pass this topic over to him to see if we can get you further along the path to a resolution MuRF FuRY 1 Link to comment Share on other sites More sharing options...
MuRF FuRY Posted January 7 Author Share Posted January 7 UPDATE: Issue has now been fixed. Link to comment Share on other sites More sharing options...
Administrators Netduma Fraser Posted January 7 Administrators Share Posted January 7 That's great to hear, thank you for the update! Link to comment Share on other sites More sharing options...
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