Remote access keeps dropping out

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  • Updated 3 months ago
Morning All. We are having ongoing trouble with our remote access on Front Desk which keeps dropping out such that we cannot connect remotely. Tech support has indicated that its the Telstra router, port forwarding function that is not working correctly. Turning the modem and router on and off resets the access temporarily. Anyone else had this problem? Did Testra fix it or did you just change the router or modem? If so to what hardware? Thanks for your help

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Matt

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Posted 3 months ago

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Andrew, Community Manager

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Hi Matt

Thank you for posting.

On investigation it was found that your Telstra router had an issue with port forwarding, likely due to the firmware running on the router which is known have this problem. Your best option may be to pressure Telstra to roll-back the firmware or replace the router, as port forwarding is a basic function which should work. 

We do understand that it's not always easy dealing with the telcos, but hopefully (with some persistence) they can assist.  Alternately you can change your own router as you have suggested, however please note if you have an associated telephone line on a Telstra NBN internet connection you will not be able to change the router yourself. If this is the case please refer to my earlier suggestion of having Telstra roll-back the firmware or replace the router.
(Edited)
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Matt

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Hi Andrew. Dealing with Telcos is never fun. Do you have a suggestion on a Router that works well so that we can replace it and have this resolved ASAP. With thanks Matt
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Andrew, Community Manager

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Hi Matt

Do you have a phone line associated with your internet connection?
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Matt

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Yes we do. Its an NBN connection with phone line
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Matt

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Are you suggesting to split the phone line out to a seperate connection might be better
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Andrew, Community Manager

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Unfortunately you may not be able to swap to a non-Telstra router. I would suggest you let them know you are having a problem with the router and that it will not port forward correctly, and that you've had a tech person look at it and were advised that the firmware may need to be downgraded. If you have Telstra Business NBN you can use the following number to contact them 1800 179 852.
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glenys

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We had the same problem. We contacted the Telstra Business Centre. They upgraded us to a Telstra managed Router. Their technicians could dial in and fix the problem. It was sorted pretty quickly.