Problems with Telstra 3G/4G netgear wireless modems

[pelbo]

I started having problems with my 3G / 4G wirless Netgear (Sierra) modem. My son who has just started travelling around Oz started having the same problem too in the various small towns (and not so small towns too).

The modems started to switch from 3G or 4G to DC. Once on DC, the modems stopped working and I kept losing the internet.

I phoned Telstra and some idiot so called 'technician' told me that it was because I was too far from the mobile tower and DC stood for "Disconnect".

I knew this to be a total lie. DC stands for 'Dual Carrier'. Telstra are selling off their mobile systems to other telcos in more remote areas to carry both their signal and Telstra for voice. After further investigation using google, I found this to be an ever expanding major problem.

Since most of us RV users need and use the Telstra modem, I thought I had better explain what is happening here to try and get Telstra to fix the problem.

I had further confirmation of what I have typed above when a higher (escalated) technician phoned me to confirm this was an ever increasing major problem with these modems and service, due to installation of the dual carrier systems around Australia.

He told me a new modem (Super 4G) has just been released that can fix this problem and use the DC signal. However, you need a extra cost accessory, a cradle, to charge and add an antennae. The current sierra patch lead will not fit the cradle. The cradle is an extra $99.

Since we RV users usually need a good antennae to get signals in more remote areas, I asked if there is a patch lead available for this cradle / modem. He didn't know, the unit is so new on the market.

I am now investigating this with a major antennae supplier.

Until this is sorted out, because I have to turn off my modem every few minutes and turn back on again to swap over to the 3G or 4G signal, I am using heaps of my 15Gig download allowance. I have demanded a discount and a higher allocation over and above my 15gig. They have agreed. I have also told them that I will not be paying $99 for a cradle.

My current situation is almost useless.

If you are having problems, this is why and there is at this stage no easy fix.

You can read more about it here and if having the same problem, add to the complaints:

http://crowdsupport.telstra.com.au/t5/M ... d-p/198523

[T1 Terry]

Brian is having exactly the same problem, and he is in our front yard and within line of sight of the tower. He has switched to our Optus landline modem via it's wireless output and his system is suddenly working better than it ever has since the 4G roll out nonsense started.
The Telstra network is a mess at the moment yet they are demanding top $$ to access it. We will be back to writing letters and carrier pigeon soon

[BruceS]

Some of us use the Optus network and are pretty happy with it.
All the 3G/4G/etc networks are touch & go as far as I see.
Bernie will tell you similar experience when he went up to the tip. (with Optus)
Some people with Telstra love you to bits when you let them use your Optus WiFi.
I've yet to have a Telstra person offer me to connect to their WiFi........... not sure why??
I think the 'takeup' of 3G/4G has far exceeded the capability of the available networks.
Over sold........ over subscribed........... call it what you like!!

What model is your modem Peter? There is one in particular that will not ever hold a connection.

[Greynomad]

Peter,
How do you tell when your Sierra modem is switching from 3G/4G to DC?
Mine (2009 model) just has two blue indicator lights on the face: Power On and Transmitting/Receiving.
If there's any problem, the Power On light changes to red.
Has happened a few times OTR, and occasionally at home in Melb.
Study was the scratchiest part of that house for Telstra reception - varied from 5 bars to two without rhyme or reason!
Have not had any probs since moving to Rutherglen - consistent 4 bars.

[pelbo]

This is the device which clearly shows if you have a 3G, 4G or DC signal.



Unfortunately (or should I say fortunately!!) I will be travelling away from the east coast and up through the centre and then out to WA where no other carrier really exists.

The new 3G / 4G modem is called the "Advanced 4G Modem" (NOT the 'Super 4g I called it before) which is this one:



I have since discovered that the information I received from their escalated technical service was wrong. You do NOT need a cradle to charge this modem nor do you need the cradle to use an external antennae! The patch lead you have with the current Sierra modem will work plus it charges using the USB cable - I have my current modem being powered by a 12v powered USB cigarette lighter type device.

Unfortunately this new advanced modem is reportedly having many problems with random disconnecting! Plus a recent firmwear upgrade made many of them useless!

Great work Telstra! I wonder why the CEO gets paid millions...I could fxxxk it up for them just as well for half a million in wages.....

Paul

[Jon and Kay]

Hi Pelbo

From my experience....The old Sierra Modem, lock WAN into 3g only, the swapping of networks causes disconnects. Disconnect it from charger during the day, let it charge at night, the heat causes issues. Change WiFi to channel 6 or channel 11 (not auto) as WiFi will select lowest channel on Auto, not best channel. Do not use dual input patch cable for aerial. Only plug in RHS which is 3g. (unless you have a Yagi)

.....New Net Gear Modem, touchscreen, clearly displays useage, does not overheat when continually plugged into charger, accepts aerial plugged into both 3g and 4g at the same time, does not require cradle or any other assistance. Same aerial as Sierra.

Switch to the new Netgear Modem, it's fixed all my previous issues.

[pelbo]

Unfortunately you cannot lock out the switching to DC. Telstra have admitted that this cannot be done with the new DC transmitters installed.

No matter what frequency you tell the modem to use by turning off automatic, it still defaults to trying to use DC. Even where there is no second tower to confuse the issue. Even if you are only 500 metres from the tower with a full signal. There is no way of getting around the issue without going to the new Advanced 4G modem.

I always turn my modem off when not in use, so the heating problem is not an issue. Have tried all the rest you suggest.

My major concern about switching over to the new Advanced 4G Modem is whether I can keep my same email address. I did get a new modem about 6 months ago to replace my first Sierra and was assured by Telstra I would keep my old email address, as this was not a new contract but just a modem upgrade. The moment i turned it on I lost our email addresses. It took 3 weeks for Telstra to turn the old ones back on again. I understand this email address problem still may be an issue with this modem if I upgrade. I am waiting for an answer in writing from Telstra.

Actually both aerial sockets are for 3G and 4G. The advantage of using the dual sockets is the enhance the 'handshake' signal back to the tower that you have received the correct volume of 'packets' and you can now send the next packet. This 'handshake' can slow information down.

[Greynomad]

WOW
The modems have certainly advanced since we got ours in 2009!


Here's our mobile broadband Telstra Next-G Sierra:





Next-G will switch from 4G to 3G as available, so we were told.

Left blue light is Power On/Red if problem. Right blue light indicates Transmit/Receive Data.
That's it!

At least it's powered from 'pooter. Don't need a ciggie-plug lead.

[Wilbor]

After endless trouble with Telstra modems I have ditched them completely and now hot spot our phones for data. A bit limited in monthly data allowance but so far so good

[generdawg]

I can't believe that nobody here has heard of Amaysim. Forty bucks a month gets you unlimited SMS and national calls to everything but the 1900 porno sites. PLUS - you get 4Gb of data that you can wirelessly hot spot your computer to for internet.

Oh well, maybe it's better that this doesn't get found out.

dawg