AGL Connected to Wi-Fi Telstra Smart Modem but No Internet

shesaidshewas18 on 23/01/2023 - 19:22
Last edited 23/01/2023 - 21:01 by 1 other user

FTTC connection.

NCD lights all blue. Telstra Smart Modem light is green.

Macbook pro is connected via wifi with working internet. Every other device (Iphones, Samsung phones, 2 x google TV, ipad) is connected via wifi but no internet.

On the iphone, there's a tick on the wifi and it says no internet connection

I can see all devices connected in the router page.

What I've tried

-hard reset router

-swap to another Telstra Smart Modem

-swap NCD ( didn't think it's the issue, but just did it)

-reset network settings on iphone

On every scenario, MBP works but other devices don't

Any ideas?

EDIT: With AGL NBN using Telstra's Modem

• 

  jv on 23/01/2023 - 19:24

  +1

  Connected to wifi Telstra Smart Modem but no internet
  Any ideas?

  You must be with Telstra.

  What did their support say?

• 

  AustriaBargain on 23/01/2023 - 19:33

  Yeah call Telstra, you pay a premium for better than average support so you may as well use it.

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  shesaidshewas18 on 23/01/2023 - 19:37

  With AGL NBN using Telstra's modem. Still waiting for them to pick up the phone.

  Just weird I can use it only on the macbook

  • 

    AustriaBargain on 23/01/2023 - 20:30

    AGL the gas company? Did they issue the Telstra modem to you.

• 

  kipps on 23/01/2023 - 20:54

  +1

  Are you sure there are no other routers on the network that might be running? They might be giving a bad IP range and gateway.

  Are you sure you’ve plugged your NTD into the WAN port?

  • 

    ESEMCE on 24/01/2023 - 10:26

    I suspect the Modem is connected by LAN port and the MacBook is able to negotiate a direct connection to the internet.
    It's the only explanation that could make any sense.

    (but the Green light on the modem indicates that it's detecting a hardwired internet connection, Blue Light indicates 4G backup connection is active)

• 

  penguincat on 23/01/2023 - 20:54

  Do all devices have an IP address starting with 192.168 ? Also is the macbook pro the device you originally set up the modems with?
  It seems like your setting the modems up with IP passthough (NAT disabled.) Meaning since only 1 device gets a public IP address and that is all you can use at any given time.

• 

  Proace on 23/01/2023 - 21:23

  Telstra are hopeless. I've had similar issue, connecting to Telstra modem just fine but no internet.
  Until I reset modem then seems to fix it for a little while.
  Telstra support can't help. Got the Telstra internet optimiser but doesn't do anything. Also, signed up for them to do some internet stability report. Takes 24 hours then found out they didn't even start the report. Then later I asked for results of the report, the advised their is no report you see but the stability profile is added to your account.
  I figured the issue must be something to do with their modem and noticed they were providing their newer modem free to new customers. Our contract expired years ago so I requested to cancel contract and start the 2 years again as a new customer so we can get the modem, but they wouldn't do that.

• 

  [Deactivated] on 23/01/2023 - 21:31

  hard reset router

  This does not mean “reset to factory defaults”. You need all settings erased from router.

• 

  AndyC1 on 23/01/2023 - 21:54

  What is a hard reset? Take the battery out or root it or rest back to factory or something else….

• 

  kfp187 on 23/01/2023 - 23:17

  +3

  Wow… so Telstra modems are the business. Ignore the naysayers. Have you actually entered the PPPoE details into the modem? From memory AGL users PPPOE and you will need to enter the username and password…

  • 

    ESEMCE on 24/01/2023 - 10:10

    Dunno what's happening with the MacBook unless somehow you've initiated a direct connection through the modem and NCD?

    I'd do a factory reset on the modem first.
    Ethernet cable connected from NCD to Smart Modem WAN port.
    Log into smart modem
    Enter AGL PPPoE Username and Password
    AGL's support page indicates that some modems do not require a Username and Password, if this doesn't connect, then according to that same page

    use the letters ACC and your AGL internet account number e.g. ACC123456.

    ( I did not need to change anything on our Telstra TG-799vac modem when we switched from Exetel PPPoE to AGL in December. It's actually still got our Exetel PPPoE username and Password active but has been working fine)

    should be good to go from there.