I dealt with a customer who previously had an NBN outage. The outage had since cleared and the customer had internet service again, but the previous agent had factory reset her Telstra Gen 2 modem.
After that, she was having issues with some apps on her Sony TV not working, and her security cameras also weren’t working.
Here’s what I tried:
- Confirmed the NBN outage had cleared and that the internet connection itself was working.
- Checked the Telstra Gen 2 modem settings after the factory reset.
- Disabled band steering on the modem so the 2.4 GHz and 5 GHz Wi-Fi networks could be separated.
- Tried connecting/testing the Sony TV on both the 2.4 GHz and 5 GHz Wi-Fi networks.
- Changed the DNS settings to Google DNS to rule out a DNS resolution issue.
- Uninstalled and reinstalled the Sony TV apps that were not working.
- Checked the Sony TV for software/firmware updates.
- Power cycled the TV properly by unplugging it from the wall socket and plugging it back in.
- Applied a dynamic IP refresh/change on the connection.
- Retested the affected services, but the Sony TV apps still would not work and the security cameras were still not working.
At that point, because the general internet connection was working but specific third-party devices/services were still failing, I referred the customer to the manufacturer for further support.
What else could I have tried before referring them out?
u/Dependent_Damage_645 — 13 days ago