no internet after power outage

[Will]

Hi @Andrewbax83,

With this setup, it appears that the modem is still not responding although the NBN box is able to detect a device for some reason.

I checked the notes of the Helpdesk Specialist you spoke to yesterday and it was noted that you have reset the modem already. I just like to confirm that the reset was done through the actual reset button at the back of the modem (it's on a pinhole), correct?

[Andrewbax83]

Yes modem was reset via the pin hole in back, logged into modem typed in username and password all of that was checked and ok. When testing the line when a signal was sent to me the wan light would come on but modem wouldn't respond back at all

[Will]

Thank you for the clarification, @Andrewbax83

This appears to be a potential modem issue already. There's just one last test we'll perform to determine that. Unplug the ethernet cord from the NBN Arris box and connect that end to LAN4 of the modem. So basically, one end of the cord will be connected to WAN and the other to LAN4. We're simply doing a loop test to check if the WAN port will actually respond or not. Check the lights on the modem. We're expecting to have both WAN and LAN4 lights to be on.

[Andrewbax83]

Did loop test here is photos

[Will]

Hi @Andrewbax83,

Thank you for performing that loop test. With this, we can say that the modem does respond still, but for some reason, the NTD and modem won't communicate with one another. I'll forward these findings to our Engineering Team. Most likely, we'll have to send a technician to check this further.

Please reconnect the ethernet cord back to the WAN port of the modem and the UniD port of the NTD box.

Updates pertaining to this case will be provided directly by an Engineer via SMS or phone call.

[Andrewbax83]

Thankyou for your help text during day is easier as I'm at work can call after 3pm QLD time is good.

[Will]

No worries, @Andrewbax83

I'll advise our Engineering Team of your preferred contact method.

[Andrewbax83]

I've come home from work had a look the green light on the NBN box is now off

[BasilDV]

Thank you for the update @Andrewbax83

Our Engineers have raised this with NBN Co for further investigation.

Updates will be given as soon as it becomes available.

BasilDV