How to fix internet and landline dropouts on Telstra NBN

How to fix internet and landline dropouts on Telstra NBN

Man frustrated with Telstra service not working properly and looking at computers while stressed by problems. slow internet

The implementation of the NBN has used a mixed bag of technologies has resulted in a mixed bag of performance. For many businesses in regional Australia however, the NBN has been a step backwards in performance – with constant drop-outs, crawling speeds and unusable landline phones.

Traditionally businesses have used Telstra to supply their internet and phone services, and it turns out that the modem\router Telstra supplies its business customers with that is causing 90% of NBN issues.

Telstra Gateway Pro

telstra-gateway-pro-world-class-wi-fi-for-our-business-customers

This is the Telstra Gateway Pro, it is a rebranded Netgear v7610 device that once-upon-a-time was probably not a bad little gizmo, but Telstra’s firmware has resulted in something amazing in just how terrible it is.

Known issues for customers using the Telstra Gateway Pro include:

  • Constant internet drop outs
  • Landline phones dropping active calls and not receiving incoming calls
  • Poor internet speeds
  • Random ports opening and closing
  • VPN and other features do not work at all
  • Changing the password bricks the device

…and plenty more issues.

How do I fix these issues?

You don’t. Despite many new firmware releases by Telstra, the stability and functionality of the device remains unusable so the best course of action is to just replace the device.

For FTTN or FTTC, any VDSL2+ compatible modem should do the trick, and for Fixed Wireless, FTTP or FTTC any router at all should work, but you can check the requirements here before you purchase a new device.

For businesses that are serious about security and functionality, we actually recommended the amazing PFSense product, get in touch to find out more.

Telstra says I need to use the Gateway Pro for my phones to work

Telstra doesn’t normally give out the details for their SIP service which is needed for their phones to work, and they will often only support the phones if they are running on the officially supplied modem.

In this case you should still replace the Telstra Gateway Pro with another device, and put the Telstra Gateway Pro behind the new device like so:

Ideally you would also vlan off the Telstra Gateway Pro so that it is not on the same network as the LAN, but that really comes down to the capability of the new router.

Need further help? Get in touch with us. 

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2 Responses

  1. Lynley Shanahan says:

    Hello. I really need to fix the issues with my home phone.
    The nbn technician who came used to work for Telstra and said Telstra is the only provider with their own server and they sell the information to marketing places and also actually play around with the home phone, and once they are in a router or modem it’s hard to get rid of them from the background.
    I am 90% confined to home due to chronic pain and I need my home phone.
    They disconnected my phone instead of porting out. The nbn technician got it all working for me and did a piggy back as the Telstra modem was only done for phone and I have switched to Tangerine and he didn’t want me to be without internet waiting for Telstra to reconnect my phone and port it over.
    It only rings here intermittently and it is really really important that it be working
    Can you please advise me what to do to get it to work.????
    Should it be okay once ported over to Tangerine? Or will it still be the same?
    I really would appreciate it so very much if you can please help

    • Leon Ware says:

      Hi thanks for your message.
      It sounds like you are in a tricky situation.
      First of all, do you have a mobile phone at all? If so then contact Telstra and ask the to put a redirect in place to your mobile number. This will mean that you wont miss any calls coming in as they will go to your mobile.
      Long term yes Tangerine should be able to port your home phone number, and home phone provider should be able to. You do not actually need to use the same provider for your home internet and your home phone.
      What part of Australia are you based in? We can probably put you in touch with a local resource who can help directly.
      Thanks!

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