If you are of the people that are having issues with connecting to the internet here is a step by step guide supplied by Telstra that will hopefully get you back online.
Some points to note :
However : when you have done the following REMEMBER :it can take up to 20 minutes for the fix to work ( BE PATIENT )
If your modem is 2 – 3 years old you maybe better off buying another modem , as the fix may not work with some older modems. I have spoken to a couple of customers and THE QUICKEST WAY TO GET YOU BACK ONLINE IS TO BUY A NEW MODEM OR WAIT FOR ONE TO BE DELIVERED.
If you need a new modem as the reset has not worked go into a telstra store and fill out the form and one will be sent to you.
You may have to wait up to an hour to get through to the call centre – be patient
Step-by-step guide to reconnecting Telstra TG587, TG797, TG799 modem
started by Yannick yesterday
If you have a TG587, TG797, TG799 modem that has not reconnected to the network after a restart, please follow these following steps to reconnect. You will need the following items before you start:
- a paperclip
- If you are on ADSL, your Telstra broadband account username (e.g. XXXXXXX@bigpond.com) and password
- Power off the modem
- Disconnect either the ADSL or Ethernet WAN cable depending on your service type (ADSL or NBN). See images for further detail.
TG797 DSL and WAN
TG799 DSL and WAN
TG587 DSL and WAN
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.