AC1600 router not working

[Billi20]

Hello,

I sent an email to the help desk 24 hours ago and have not received response. Problem is simple but urgent, can anyone take the case please.

My VC1600 router is dead, only the power button lights up. No communication between NBN modem and the router. I have rebooted it several times, but obviously it’s dead, plus overheating. I need a new router to be sent as soon as possible as I am again without internet and phone.

I barely had a two weeks online access after previous NBN problem was solved. Now NBN seems ok but modem/router is not working.

Thanks

[Ahra_G]

Hi @Billi20, 

Thanks for reaching out! 

It appears that the issue has been raised to our Technical Team for assistance. 

I'll chase this with their team to give you a call today. 

We apologise for the inconvenience. 

Regards,

Ahra_G

[Billi20]

Thanks Ahra,

I have spoken to the technician, was promised a new modem to be sent next week, the same model as the old one. Can you please double check that all ports on the new one work, especially LAN ports. I had a LAN connection problem with the old router. It is important for me to have wired connection on my desktop.

Regards

Billi

[Ahra_G]

Glad to know that you have already been contacted, @Billi20. 

If there will be any issues with the replacement, you can always raise it directly with us. 

-Ahra_G

[Billi20]

Hello,

I received the modem this morning, thank you for the fast dispatch.

Internet is working fine, both WI FI and LAN so I am happy with that.

However, my phone is not working. There is a connection between ph and the router and there is a normal open signal, but when I tried to call there is just one long high pitch sound after the number is dialled. Logging on the router website and checking settings show that my phone account settings are not there. Can you please check it and enter the specifications for my phone account.

Email to techops about this issue has been forwarded with the sill open ticket reference. Please contact me about this today if possible.

Regards

[Riezl]

We have coordinated your concern to our Technical Team and one of our Senior Technical specialists will contact you to address the matter. Kindly await a call today.

[Billi20 · Accepted solution]

The problem has been resolved. Phone and internet working fine. Thanks to the team.

[Anonymous]

Hi @Billi20,

We're glad to know that the issue has been resolved, in the event that you'll have queries in the future do not hesitate to create a new thread here in our community!

Cheers!

The problem has been resolved. Phone and internet working fine. Thanks to the team.