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NBN Arris modem replaced, no internet access on router

I had an back end NBN configuration issue. When tech came part of diagnostics was putting a new modem in. Didn’t fix the issue but the new modem was left. NBN sorted the config issue so all lights are steady on the Arris. My Optus router has no internet light. Do Optus need to change something as my NBN modem serial number and MAC ID are different? It is still logged as NBN fault but I’m convinced they are going to return and tell me it’s now an Optus issue
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Re: NBN Arris modem replaced, no internet access on router

G'day @Archertiger13 , any luck with this one?

We can run a remote test on the Arris modem, that'll tell us the MAC address of the Optus supplied modem that's plugged into the Arris modem. 

This is something our Tech support team should do as their very first troubleshooting step. 

The serial and MAC address should be updated once we've received a successful delivery notification from Toll. 

 

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Re: NBN Arris modem replaced, no internet access on router

NBN tech has arrived and instantly said this is an Optus issue. I wanted tech support to remote test on Saturday instead they were adamant NBN had not fixed the problem. My Optus router hasn’t changed so shouldn’t need updating. Will find out when I unfortunately have to call them again
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Re: NBN Arris modem replaced, no internet access on router

Frustrating I'm sure, archertiger13. Please keep us posted.

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Re: NBN Arris modem replaced, no internet access on router

I have a new router being sent out for Optus tech this Friday. Hoping that sorts it out. Though I now know the answer to my initial questions is no, nothing needs to be updated by Optus if NBN modem is switched out. Might need to check what stock techs are using on install. Turns out my Optus supplied router is way outdated but my NBN only started 3 months ago so it should never have been used. Seems the failure of the router has caused all the issues.
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