Unplanned ADSL & Fibre Browsing Issues - Netcomm Modems - All States

Events affecting performance and general fault logging information
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nilushid
Exetel Staff
Posts: 675
Joined: Tue Jan 10, 2017 2:18 pm
Location: sydney

Unplanned ADSL & Fibre Browsing Issues - Netcomm Modems - All States

Post by nilushid » Wed Aug 07, 2019 10:05 pm

Event Notification

Locations Affected: All States

Products Impacted : ADSL & Fibre

Provider : Multiple Supliers

Modems Effected: Netcomm (All Products)

Event Start Time:
06/08/2019 2:05 PM AEST

Estimated Resolution : No exact time of restoration

Root cause : Still under investigation with the Modem manufacture

Additional Information: Most customers who is using Netcomm Modems are experiencing Browsing and slow throughput. The modem manufactures are investigating the root cause

Exetel apologizes for any inconvenience this may have caused

judep
Exetel Staff
Posts: 403
Joined: Thu Jan 04, 2018 1:57 pm
Location: Sri Lanka

Re: Unplanned ADSL & Fibre Browsing Issues - Netcomm Modems - All States

Post by judep » Thu Aug 08, 2019 9:29 am

Update:

Please be advised that the browsing issue is still ongoing.

Our engineers and the the modem manufacturer is working towards a resolution as soon possible

However they are unable to provide an Estimated time of resolution at this stage.

Exetel apologizes for the inconvenience caused.

nilushid
Exetel Staff
Posts: 675
Joined: Tue Jan 10, 2017 2:18 pm
Location: sydney

Re: Unplanned ADSL & Fibre Browsing Issues - Netcomm Modems - All States

Post by nilushid » Thu Aug 08, 2019 9:01 pm

Update:

Please be advised that the browsing issue is still ongoing.

Our engineers and the the modem manufacturer is working towards a resolution as soon possible

However they are unable to provide an Estimated time of resolution at this stage.

Exetel apologizes for the inconvenience caused.

nilushid
Exetel Staff
Posts: 675
Joined: Tue Jan 10, 2017 2:18 pm
Location: sydney

Re: Unplanned ADSL & Fibre Browsing Issues - Netcomm Modems - All States

Post by nilushid » Fri Aug 09, 2019 3:22 pm

Update:

The modem manufacture has identified that the Modems are missing DNS in the LAN interface. They are now working on a bulk fix.

However, you can follow below instructions and manually change the DNS in the LAN interface to get your service up and running.

1. Log into the modem setup page. Open a web browser and type http://192.168.20.1/ into the address bar at the top of the window. and use admin as username and password.
2. Advanced set up ---> LAN
3. under "Local Area Network (LAN) Setup" change the following
a. Primary DNS server: 220.233.0.4
b. Secondary DNS server: 220.233.0.3
4. Apply save
5. Power cycle all the end devices
6. check for connectivity

Please refer below Image for more information (NF18ACV, NF10WV, NF4V Etc ). We will update when modem manufacture apply a bulk fix.

We are sorry about the inconveniences caused.
Attachments
Netcomm18ACV.JPG
Modem Settings
Netcomm18ACV.JPG (70.68 KiB) Viewed 3896 times

KavindaS
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Joined: Wed Dec 23, 2009 3:59 pm
Location: Sydney

Re: Unplanned ADSL & Fibre Browsing Issues - Netcomm Modems - All States

Post by KavindaS » Wed Aug 14, 2019 6:17 pm

Update
--------

The modem vendor is still investigating and working on a bulk fix to the identified issue.

Until they have confirmed the fix, follow the above instructions and manually change the DNS in the LAN interface to get your service up and running.

KavindaS
Forum Admin
Posts: 2472
Joined: Wed Dec 23, 2009 3:59 pm
Location: Sydney

Re: Unplanned ADSL & Fibre Browsing Issues - Netcomm Modems - All States

Post by KavindaS » Mon Aug 26, 2019 7:38 pm

Update
--------

Latest firmware has been built to investigate the issue. Netcomm and Exetel senior engineers are in the process of testing this.

We will further update here, once they have confirmed the testing.

Exetel apologies for the inconvenience may have caused by this.

KavindaS
Forum Admin
Posts: 2472
Joined: Wed Dec 23, 2009 3:59 pm
Location: Sydney

Re: Unplanned ADSL & Fibre Browsing Issues - Netcomm Modems - All States

Post by KavindaS » Tue Sep 10, 2019 10:58 pm

Update
--------
Unfortunately, we didn't receive any update of a confirmation from the modem vendor. Therefore, until further notice, please follow the above suggested settings update for common issues.

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