Troubleshooting

Technicolor TG 799vac modem

If you are having speed issues with your internet, follow these steps:

  • Power cycle your modem (Turn off modem for approximately 10 seconds and turn back on)
  • If your speed does not improve after a power cycle, confirm your internet speed by following these steps
  • Run the speed test and record your download and upload speed.  Does your internet speed meet the following guidelines
    • NBN Service speed guideline (Image below)
    • Is your speed below the speed guideline (Image below)
  • Please call Central Connect Support on 02 4355 4844 Opt 3

If you are having issues with your wired connection, follow these steps:

  • Power cycle your modem (Turn off modem for approximately 10 seconds and turn back on)
  • Confirm what Lights are on your modem – refer to diagram 1.1
  • Are the Cable Connections correct and secure – refer to diagram 1.2
  • If you still have no internet, please call Central Connect Support on 02 4355 4844 Opt-3

If you are having issues with your wireless connection, follow these steps:

  • Is your device connected to the correct WiFi (Connected to your Technicolor WiFi option)
  • Do you have a strong WiFi signal
  • Do you get internet if you connect to the modem via ethernet connection

IF NOT THEN

  • Power cycle your modem (Turn off modem for approximately 10 seconds and turn back on)
  • Confirm what Lights are on your modem – refer to diagram 1.1
  • Are the Cable Connections correct and secure – refer to diagram 1.2
  • If you still have no internet, please call Central Connect Support on 02 4355 4844 Opt-3

Click on image to zoom in

 

Click on image to zoom in

LightDefinitionFunctionNotes
Status

Status Indicator

(Status has no other button functionality)

Off – No power

Green Solid – Normal operation

Green Flashing – Device starting up

Red – No internet connection

 
WANWide Area Network

Off – No network connection

Green Solid – Network connection established

Green Fast Flashing – Data activity Green Slow Flashing – Trying to detect network connection

 
InternetInternet

Off – No internet connection

Green Solid – Internet connection established

Green Flashing – Data activity

Red – Connection or configuration error

Internet light will turn on solid green when the HNG has acquired an IP address and can connect to a DNS server. It doesn’t mean you’ll have access to the internet unless provisioned by your Service Provider.
Wi-Fi 2.4GHzWireless Network 2.4GHz

Off – Wi-Fi disabled

Green – Wireless device(s) connected, no data activity

Green Flashing – Wireless device(s) connected, data activity

Your wireless device must be compatible with 2.4G and 5G Wi-Fi standards.
Wi-Fi 5GHzWireless Network 5GHz
WPSWi-Fi Protected Setup

Off – WPS not being used

Green – WPS setup successful

Orange Flashing – WPS setup in progress

Red – WPS setup failed

The WPS button (C) can be used to add a new wireless device also equipped with WPS capability to your network without the need to enter any of your wireless settings manually.
EthernetEthernet

Off – No network connection

Green Solid – Network connection established

Green Fast Flashing – Data activity

 
Phone 1Phone 1

Off – No phone service connection established Green Solid – Phone service connection established

Green Fast Flashing – Phone service activity

 
Phone 2Phone 2
DECT

DECT – Cordless

Phone Base Station

Off – DECT Service not available/no cordless phone paired

Green Solid – DECT service available/cordless phone paired

Orange Slow Flashing – DECT pairing in progress

The HNG can be put in DECT cordless phone pairing mode by pressing the DECT button (D) on the side of the device for a few seconds until the DECT LED is flashing. Note: a compatible DECT cordless phone handset is required to enjoy all the features (DECT cordless phone handset not provided here).
Typical speeds betweenSpeed
12/1 MBPS25/5 MBPS50/20 MBPS100/40 MBPS
7pm-11pm9Mbps (download),20Mbps (download),44Mbps (download),88Mbps (download),
 0.8Mbps (upload)4Mbps (upload)15Mbps (upload)30Mbps (upload)
12am-6pm11Mbps (download),22Mbps (download),45Mbps (download),90Mbps (download),
 0.9Mbps (upload)4Mbps (upload)15Mbps (upload)30Mbps (upload)

Sagecom F@st 5355/56

If you are having speed issues with your internet, follow these steps:

  • Power cycle your modem (Turn off modem for approximately 10 seconds and turn back on)
  • If your speed does not improve after a power cycle, confirm your internet speed by following these steps
  • Run the speed test and record your download and upload speed.  Does your internet speed meet the following guidelines
    • NBN Service speed guideline (Image below)
    • Is your speed below the speed guideline (Image below)
  • Please call Central Connect Support on 02 4355 4844 Opt 3

If you are having issues with your wired connection, follow these steps:

  • Power cycle your modem (Turn off modem for approximately 10 seconds and turn back on)
  • Confirm what Lights are on your modem – refer to diagram 2.1
  • Are the Cable Connections correct and secure – refer to diagram 2.2
  • If you still have no internet, please call Central Connect Support on 02 4355 4844 Opt-3

If you are having issues with your wireless connection, follow these steps:

  • Is your device connected to the correct WiFi (Connected to your Technicolor WiFi option)
  • Do you have a strong WiFi signal
  • Do you get internet if you connect to the modem via ethernet connection

IF NOT THEN

  • Power cycle your modem (Turn off modem for approximately 10 seconds and turn back on)
  • Confirm what Lights are on your modem – refer to diagram 2.1
  • Are the Cable Connections correct and secure – refer to diagram 2.2
  • If you still have no internet, please call Central Connect Support on 02 4355 4844 Opt-3

Click on image to zoom in

Phone (1)
Off: Phone line not registered
Green: Phone line registered
Blue: Phone in use
Red: Fault (Reboot gateway)

 

Online (2)

Blue: Trying to connect to Telstra Gateway

Green: Connected to Telstra Gateway

 

Link (3)

Blue: Gateway trying to sync with DSLAM (ADSL) or Node (FTTN).

Green: ADSL or VDSL link synchronised. (Working)

Off: ADSL and FTTN connections indicates Gateway cannot communicate with DSLAM / Node. (Check connection from Gateway to Telephone Wall Socket) FTTP or Cable, WAN port not connected

 

Wi-Fi (4)

Off: All Wi-Fi Bands turned off.

Green: Wi-Fi Band that aren’t disabled in GUI are turned on. (Could be Green but no Wi-Fi due to Wi_Fi disabled in GUI)

Press for 5 seconds to turn all Wi-Fi Bands Off.

Press again to turn all Wi-Fi Bands On that had not been previously turned Off using GUI

 

Pair (5)

Off: No DECT handset paired to Gateway.

Green: DECT handset paired to Gateway

To pair a handset or connect to a WPS enabled Wi-Fi device press for 5 seconds. The light will blink Blue for 2 minutes. During this time the gateway can be paired with a handset or connect to a WPS enabled Wi-Fi device.

 

Power (6)

Off: Gateway powered Off

Green: Gateway powered On.

Press to toggle between Off and On.

 

Reset (7)

Use a paper clip and press for 5 seconds to reset Gateway

Click on image to zoom in

 

Ensure cables are connected correctly.

Typical speeds betweenSpeed
12/1 MBPS25/5 MBPS50/20 MBPS100/40 MBPS
7pm-11pm9Mbps (download),20Mbps (download),44Mbps (download),88Mbps (download),
 0.8Mbps (upload)4Mbps (upload)15Mbps (upload)30Mbps (upload)
12am-6pm11Mbps (download),22Mbps (download),45Mbps (download),90Mbps (download),
 0.9Mbps (upload)4Mbps (upload)15Mbps (upload)30Mbps (upload)

Documentation

Fibre to the Node (FTTN) –Sagem Modem


Step 1: Locate the telephone wall socket in your home

 

Find the telephone wall socket in your home. They’re most commonly found in the main living room space or bedrooms, but can sometimes be in the kitchen area. It should look something like the photo below. Make a note of all the sockets in your home, even ones that may be in non-ideal locations such as bedrooms.

 

If your home has an older style wall socket shown below (typically the plug is a yellow square with 3 prongs), you’ll need to purchase a Jackson adapter that allows you to plug in a modern RJ11 phone cable. These adapters can be purchased at most electronics and computer stores.

 

Disconnect all devices in your home such as telephones, modems, fax machines or anything else that is plugged into a telephone wall socket. It is very important that you have no other devices plugged into sockets in your home.


IMPORTANT: If you are porting your existing landline telephone number to an nbn™ phone (VoIP) service and you need to keep using your landline phone at the premises until the port is completed (porting can take up to six (6) weeks), you will need to purchase and connect a VDSL in-line filter/splitter to connect your phone and VDSL. A VDSL splitter can be purchased at most major electronics stores.


Step 2: Connect your Central Connect Modem 


Your MATE modem comes pre-configured and does not require any setup to connect your nbn™ Fibre to the Node (FTTN) service. Simply ensure the supplied grey telephone cable is plugged in – one end needs to be plugged into the grey DSL port on the back of your modem, and the other end to the wall socket in your premises. Ensure the power cable is plugged into the back of your modem and is connected to a power outlet and switched on.


If the DSL light on your modem does not turn solid after 15 minutes and you have more than one socket in the home, please plug your modem into all other sockets in your home, and turn the power on and off once plugged in.


Leave your MATE modem plugged into each socket for up to 15 minutes until the DSL light on the modem turns solid.

 

Your modem will begin broadcasting Wi-Fi as soon as it is plugged into power, turned on and has finished booting up. You can then connect your devices such as computers, phones and tablets via Wi-Fi.


The modem’s Wi-Fi name and password are printed on a separate card included with the modem. The Wi-Fi name and password is also shown on the bottom of the modem as “WiFi Network Name” and “WiFi Password” for both the 2.4GHz and 5GHz networks.

 

 

If you have a computer nearby that you would like to connect via Ethernet, take another Ethernet cable and plug one end into any one of the modem’s yellow Ethernet ports (labelled LAN).


If you have issues connecting your supplied modem/router, please contact the Central Connect support team on 1800 426 855 for further troubleshooting.

Fibre to the premises (FTTP) – Sagem modem

 

Step 1: Locate the nbn™ FTTP Network Termination Device (NTD)

Find the indoor nbn™ FTTP Network Termination Device (NTD) in your home. This will usually be installed in a garage but may be located in an odd location such as a wardrobe, cupboard or underneath a staircase. Ensure you check your entire home for the NTD including any unusual places that you may not expect.

 

The nbn™ Network Termination Device (NTD) may be installed without a battery backup unit (as shown above) or with an optional battery backup unit. The image below shows the nbn™ Network Termination Device (NTD) installed alongside a battery backup unit. Please note that the battery backup adds little value to an nbn™ FTTP service.

If your power is cut, your nbn™ NTD unit will continue to run for a limited time on the battery backup, but your wireless modem/router will not be powered, and any associated services such as n nbn phone (VoIP) service will also stop working.

 

 

 

Step 2: Connect your Sagem modem/router to the nbn™ FTTP Network Termination Device (NTD)

 

You will need to plug your modem/router into your nbn™ FTTP Network Termination Device (NTD) to connect your Internet service. First, remove the cover on the NTD to access the ports on the bottom. Press the two clips on either side and lift the cover at an angle (as shown below) to remove it.

 

 

Ensure that the included power cable from the power port on the back of the FTTP Network Termination Device (NTD) is plugged in and secure. Plug the other end of the power cable into a power wall outlet in your home and switch the powerpoint on.


After a few minutes, you should notice the POWER and OPTICAL lights on the front of the NTD turn solid green. If you have a battery backup unit installed, the ALARM button may also be green. If the optical light on your nbn™ FTTP NTD remains red or is off, please contact our support team for further troubleshooting.

 

 

Now, take your modem/router’s power supply cable and use it to connect your modem/router’s power port to an electrical outlet. Switch the powerpoint on.


Take the included YELLOW Ethernet cable and plug one end into the required yellow port marked UNI-D on the back of the nbn™ FTTP Network Termination Device (NTD). The active UNI-D port would have been sent to you via email and SMS – in many cases, this is usually UNI-D 1 but may be another number such as UNI-D 2, UNI-D 3 or UNI-D 4.

 

 

Plug the other end of this Ethernet cable into the BLUE WAN port on your Sagem modem/router. The included yellow Ethernet cable is larger than a telephone cable. DO NOT use the grey telephone cable to plug in your modem/router to the nbn™ FTTP Network Termination Device (NTD).

 


Step 3: Connect your devices to your modem/router


Your modem/router will begin broadcasting Wi-Fi as soon as it is plugged into power, turned on and has finished booting up. You can then connect your devices such as computers, phones and tablets via Wi-Fi.

The modem’s Wi-Fi name and password is printed on a separate card included with the modem. The Wi-Fi name and password is also shown on the bottom of the modem as “WiFi Network Name” and “WiFi Password” for both the 2.4GHz and 5GHz networks.

 

 

If you have a computer nearby that you would like to connect via Ethernet, take another Ethernet cable and plug one end into any one of the modem’s yellow Ethernet ports (labelled LAN).


If you have issues connecting your supplied modem/router, please contact the support team on 1800426855 for further troubleshooting.