[TelstraClear] Help with Telstra cable Surfboard SB5100 connection

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go2richie

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#101575 4-May-2012 10:07

Hi,

I just recently signed up for a cable internet connection with Telstra. The house I have moved into, has already got a cable connection to a Surfboard SB5100 modem through which a TV is connected. I am also getting Sky TV via that and a decoder box.

Now, my actuall installation date is still 10 days away and I am desperately trying to make the connection work before that (cannot live without internet for 20 days!!!!)

I rang the tech support and they gave the IP which I need to assign to my computer. I did all that and the computer connects to the modem but the modem does not connect to internet.

I followed the steps given in https://telstraclear.custhelp.com/app/answers/detail/a_id/1304/kw/cable

But still couldnt connect to internet.

Can someone see a problem in this?

Is there something that Telstra need to enable in my account for this?

Any help or suggestions will be greatly appreciated.

Regards
Richie

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#619337 4-May-2012 10:14

Hi, the modem that is attached to the TV decoder is on a totally different network to the broadband network and only is for carrying EPG traffic to the TV decoder.

Presumably the IP settings you have been given are for the BB modem that still to be delivered.

Cheers
Cyril

go2richie

5 posts

Wannabe Geek

#619530 4-May-2012 14:06

Thanks Cyril.

I have actually talked with the Tech Support and they say its just the same modem!

They wont give any more info and it seems that I just need to wait for the installers.

cyril7

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#619534 4-May-2012 14:08

Hi, the modem for BB and for TV are identical, just internally programmed to connect to different networks within TCLs system, the current TV one you have only talks to a closed network that carries EPG data, no internet to be found there.

Cheers
Cyril

phantomdb

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#619681 4-May-2012 17:06

ring the office and see if you can have THE BROADBAND modem provisioned and see if you can pick it up from there office, to be fair all the tech does is check line quality and provision it (MAC address registered on the system etc) if you allready have asb5100 working chances are line quality is good to great. mention it will save them money by not having to send a tech out to just plug it in.

See if that helps you get there faster.

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phantomdb

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#619690 4-May-2012 17:18

3. Our Commitment to you
We will always do our best to make sure that you receive reliable and high-quality services. We cannot however guarantee that our services will always operate free of faults. If you do encounter a problem with our service you should contact Customer Care and we will work to restore the service as soon as possible. If we cannot fix the problem then you may cancel this agreement by telling us.

Some of this could read that "TelstraClear" will work with the customer to help fix the situation, i would hope that would include a bit of DIY installation of physical hardware.

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sbiddle

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#619693 4-May-2012 17:23

Under no circumstances will TCL allow self installs, so don't even bother wasting your time with that approach.

If the setup at present is only TV there isn't going to be a spare outlet anywhere for the modem anyway, so a tech will need to visit.

phantomdb

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#620046 5-May-2012 12:18

sbiddle: Under no circumstances will TCL allow self installs, so don't even bother wasting your time with that approach.

If the setup at present is only TV there isn't going to be a spare outlet anywhere for the modem anyway, so a tech will need to visit.

Where is that stated just out of interest

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sbiddle

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#620050 5-May-2012 12:25

Why does it need to be stated anywhere? Every TCL install is a truck roll, and always has been for very good reasons.

There have been plenty of cases over the years with people seriously screwing with the TCL network by making unauthorised modifications to TCL cabling. There was an case here on GZ number of years ago where a single node in Upper Hutt suffered significant issues for months because somebody had taken it upon themselves to modify their wiring and ingress a lot of noise back into the coax which severy degraded the DOCSIS performance of the entire node.

99% of people have no idea what they're doing when it comes to TV and phone wiring and DIY phone wiring is the reason so many people suffer a degraded DSL performance.

phantomdb

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#620092 5-May-2012 13:23

What ever happened to if you dont ask you will never find out.

And as for that event a while ago where some one probaly got a choc block connector and just twisted the wires together, it wouldent be hard for TCL to scan the stats on the modems etc and locate it, so in theroy you wouldent hide for long cross refrench the dhcp log or activity and network stats to isolate down to a hand full of modems that came on line around the time the node degraded. i find it appaling it took months to sort out. depending how many people were on the node it would of been easer to physically D/C a connection and test the node etc and move on to the next connection, MONTHS to sort out,,,, really.

To be fair i do agree with your statement about 99% or ppl dont under stand how HFC networks work, as for DSL issues to some extent this can actually end up being a Chrous issure with the use of poorly rated cable joiners before it hits your demarc point, most houses i have seen for phone wiring leave a lot to be desired twisted joints and just taped or porly install splitters or to many devices on the line not to mention water on the line.

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techo

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#620143 5-May-2012 15:50

sbiddle is correct on both counts:
- you cannot get Internet service from the CM associated to the STB
- TCL do not allow Cable self-installs, but please feel free to ring TCL and confirm for yourself

go2richie

5 posts

Wannabe Geek

#620164 5-May-2012 16:51

Thanks a lot for your replies guys, really appreciate it.

I rang them and asked if I can pickup the modem. It seems that the installation contract is with some contractor who never answers his phone.

Anyway, may just need to wait for a week now.

Thanks a lot for all your support.

cyril7

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#620750 7-May-2012 07:22

Hi, not wanting to take this off topic, but while we have the attention of a few who might know.

Currently on a first fit of a very large beachfront build in Waikanae (I job I took on while working for myself last year that I am commited to complete) and there are 4 TCL STB's to be installed, I was hoping to install just one EPG modem in the central cabinet and using a seperate 5 port switch distribute it to all the STBs over the extensive structured cabling. Can anyone confirm that this will work, I have assumed all the boxs in a node are in the same subnet and so will happily pass traffic through the same modem.

Cheers
Cyril

TelstraClear

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#620887 7-May-2012 11:13

Hi go2richie. If you email me the account name and some contact details (name and phone number), and the address that the service is for I'll ask one of the team to have a look into this for you and see if we can speed things up.

As has been noted, we do not allow self-installs. It's under Clause 14 of the Internet Services Terms and Conditions:

(b) Use of services
You may only use our installed internet services at the location where we have installed them.

Cheers, Gary

DonGould

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#620900 7-May-2012 11:31

TelstraClear: Hi go2richie. If you email me the account name and some contact details (name and phone number), and the address that the service is for I'll ask one of the team to have a look into this for you and see if we can speed things up.

As has been noted, we do not allow self-installs. It's under Clause 14 of the Internet Services Terms and Conditions:

(b) Use of services
You may only use our installed internet services at the location where we have installed them.

Cheers, Gary

Gary,

Does Telstra explain why anywhere on their web site? Chorus allow self installs on their network, why doesn't Telestra?

Are there benefits to not doing self installs? The obvious benefit to a self install is the consumer cost saving. Having a tech on site only gets passed on to us as consumers one way or another.

D

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sbiddle

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#620923 7-May-2012 12:04

DonGould:
TelstraClear: Hi go2richie. If you email me the account name and some contact details (name and phone number), and the address that the service is for I'll ask one of the team to have a look into this for you and see if we can speed things up.

As has been noted, we do not allow self-installs. It's under Clause 14 of the Internet Services Terms and Conditions:

(b) Use of services
You may only use our installed internet services at the location where we have installed them.

Cheers, Gary

Gary,

Does Telstra explain why anywhere on their web site? Chorus allow self installs on their network, why doesn't Telestra?

Are there benefits to not doing self installs? The obvious benefit to a self install is the consumer cost saving. Having a tech on site only gets passed on to us as consumers one way or another.

D

I would have thought the reasons for this are pretty self explanatory, especially when the vast majority of installs aren't to premises where cable has already been installed.

In those where cable is present basically 100% of installs will meet performance guidelines. I'd take a stab and say 5% of DSL self installs give a DSL user the service speeds and performance they should be getting. Request a DSL install with wiring and master filter and this will essentially hit 100%

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