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Link: Not Connected

Posted: Sun Sep 01, 2019 10:17 am
by nowusman
Hi,

I have recently purchased Exetel Wireless Homebroadband Service with a NetComm modem a week back. It was working before (though not stable) but upon restart internet starts working but since yesterday, Internet is not available (WIFI devices are connecting but no internet).

I have checked APN & other settings seems fine. However on basic info page "LINK: Not Connect". Whereas in Advance Setup Model status is not coming as connected.

Please refer to attached screenshot for more detail & help in fixing this issue. Also note that service was not stable earlier as well, I had to restart modem everyday in morning, though WIFI gets connected but no internet.

PLAN: ExeHome 250GB
Service Number: 0432993658


Regards
Usman

Re: Link: Not Connected

Posted: Sun Sep 01, 2019 1:25 pm
by IsuruB
nowusman wrote:
Sun Sep 01, 2019 10:17 am
Hi,

I have recently purchased Exetel Wireless Homebroadband Service with a NetComm modem a week back. It was working before (though not stable) but upon restart internet starts working but since yesterday, Internet is not available (WIFI devices are connecting but no internet).

I have checked APN & other settings seems fine. However on basic info page "LINK: Not Connect". Whereas in Advance Setup Model status is not coming as connected.

Please refer to attached screenshot for more detail & help in fixing this issue. Also note that service was not stable earlier as well, I had to restart modem everyday in morning, though WIFI gets connected but no internet.

PLAN: ExeHome 250GB
Service Number: 0432993658


Regards
Usman
Hi Usman, Thanks for reaching out. We have sent you an email on your nominated email address with instructions on how to resolve the issue (reference number 15972295). Please let us know the outcome once the steps have been completed.

Re: Link: Not Connected

Posted: Sun Sep 15, 2019 9:41 am
by OOWDrew
Hi,

I am having the same issue.

Please let me know how to fix this.

Drew

Re: Link: Not Connected

Posted: Sun Sep 15, 2019 10:07 am
by OOWDrew
Service number: 0434810260

Re: Link: Not Connected

Posted: Sun Sep 15, 2019 2:48 pm
by IsuruB
OOWDrew wrote:
Sun Sep 15, 2019 10:07 am
Service number: 0434810260
Thanks for providing the service details. We have emailed you with instructions on your nominated email (reference 16051486).

Re: Link: Not Connected

Posted: Wed Sep 18, 2019 11:03 am
by tukue
I am having the same problem.
Started wireless broadband plan last week nwith a Netcomm modem that came with the plan
MBB 0434812161
Alem

Re: Link: Not Connected

Posted: Wed Sep 18, 2019 11:57 am
by IsuruB
tukue wrote:
Wed Sep 18, 2019 11:03 am
I am having the same problem.
Started wireless broadband plan last week nwith a Netcomm modem that came with the plan
MBB 0434812161
Alem
Thanks for reaching out. An email has been sent with instructions to upgrade the firmware. Please let us know if this fails to rectify the issue so that we may investigate further.

Re: Link: Not Connected

Posted: Wed Sep 18, 2019 9:41 pm
by gm7otf
I am another customer with the same issue. Started on 15 September and persists even though the router has been restarted and antenna reports full signal.

My mobile Broadband Service no is 0432989205. Thanks.

Re: Link: Not Connected

Posted: Wed Sep 18, 2019 10:29 pm
by KavindaS
gm7otf wrote:
Wed Sep 18, 2019 9:41 pm
I am another customer with the same issue. Started on 15 September and persists even though the router has been restarted and antenna reports full signal.

My mobile Broadband Service no is 0432989205. Thanks.
Thank you for providing the service number. I have sent an email to your nominated email address to upgrade the firmware. Ticket reference number is 15829721.

Re: Link: Not Connected

Posted: Thu Sep 19, 2019 1:44 pm
by gm7otf
I'm afraid the firmware update did not resolve the issue for me.

It appears to have installed successfully but I still see the link is not connected. I confirmed the APN is configured correctly in the mobile broadband configuration screen.

Re: Link: Not Connected

Posted: Thu Sep 19, 2019 3:15 pm
by KavindaS
gm7otf wrote:
Thu Sep 19, 2019 1:44 pm
I'm afraid the firmware update did not resolve the issue for me.

It appears to have installed successfully but I still see the link is not connected. I confirmed the APN is configured correctly in the mobile broadband configuration screen.
Can you try performing a full factory reset on your router and re check with the firmware upgrade?