New 4G Modem & Bigpond Technicolor TG587n v3

You've probably seen a few reviews now from various people saying that they were given a device by Telstra to test and it's their own opinions.  That's not the case here.  I wasn't given a device to test, and these are my very honest opinions.

 

I wanted the device primarily not for the WOW factor, in fact I'm a bit too far outside the Brisbane CBD to be covered by 4G just yet.  I wanted it to use  it as a backup on my home Bigpond ADSL connection.  I was excited by this prospect so I purchased the new Bigpond Technicolor TG587n v3 modem and the 4G wireless broadband service.

 

The first thing that strikes you is the simplicity.  It's not a large flashy box.  The modem itself is simple piano black (and a perfect canvas for fingerprints).  It simply doesn't work though. 

 

The modem activated on my PC directly, despite throwing up an error message during installation about a hard drive being missing from the device.  I then proceeded to follow the instructions as detailed here.

 

No matter how many times I tried, no matter which USB port I used (there are 2 on the modem) I received the same error message.  "Cannot find Telstra mobile device".

 

4G Can't Find Telstra Device.JPG

 

It also comes up as 'Searching Device' which suggests the ADSL modem is just not able to detect the wireless modem.

 

4G Searching Device.JPG

 

I contacted technical support who were of no help at all.  Clearly they have not been trained on this functionality at all.

 

First off they wanted me to disconnect from the internet and then do screen sharing to show the error messages.  Umm, I'm disconnected from the internet, how can I share screens. 

 

I was then told to use an ethernet cable instead as my wireless was the problem so we could check if the modem connected to ADSL ok.  I then repeated that my ADSL was fine, my WiFi connection was fine, and the 4G modem via direct USB was fine.  It was only when the 4G modem was plugged into the ADSL modem that it couldn't detect it.

 

The rep then went off to speak to her team leader and came back with the following statement:

"The wireless backup is an additional feature of the modem and IS NOT SUPPORTED by Bigpond technical support.  Support only extends to basic setup including entering a username and password".

 

I noted down the employee's details (she kindly offered her 'Delta' number).  Now it's time to go through the pain of returning the device (which has now been opened) because it's not fit for the purpose under which it was sold to me, and it appears the functionality advertised isn't supported.

 

TL : DR
Bigpond don't support the advertised wireless broadband backup feature, so don't buy it if you think that's what you want to do with it.

 

EDIT:

Have just finished a phone call with a complaints rep.  They are sending out a recovery bag for the modem to be returned and have agreed to waive any cancellation fees.

Re: New 4G Modem & Bigpond Technicolor TG587n v3

Hi, I have a Technicolor TG587n v3 Gateway (Software Release 8.4.4.J) and a Telstra 4G USB dongle for backup.

 

However the gateway will not configure the USB Modem.

 

How can I get this working?

 

Thanks.

Re: New 4G Modem & Bigpond Technicolor TG587n v3


rdjkirk wrote:

Hi, I have a Technicolor TG587n v3 Gateway (Software Release 8.4.4.J) and a Telstra 4G USB dongle for backup.

 

However the gateway will not configure the USB Modem.

 

How can I get this working?

 

Thanks.


rdjkirk,

 

Is your 4G USB dongle the 'Sierra Wireless 320' model?  Black 4G USB dongle?

 

If it is, then my follow on question is:

 

- is that dongle signed up with a BigPond mobile broadband service or a Telstra Mobile Broadband service?

 

BigPond MBB service, requires the need of a 'username + password', whereas TMB -Telstra Mobile Broadband doesn't.

 

However it will affect the configuration of the gateway.  

 

Also, I am assuming you tried the connection via the following online FAQ ( https://bigpond.custhelp.com/app/answers/detail/a_id/20720/kw/wireless%20back%20up/session/L3RpbWUvMTM1MTgyMjY3OS9zaWQvaWhObUtkYWw%3D) ?

 

Regards,

Chi

Re: New 4G Modem & Bigpond Technicolor TG587n v3


Chi wrote:

rdjkirk wrote:

Hi, I have a Technicolor TG587n v3 Gateway (Software Release 8.4.4.J) and a Telstra 4G USB dongle for backup.

 

However the gateway will not configure the USB Modem.

 

How can I get this working?

 

Thanks.


rdjkirk,

 

Is your 4G USB dongle the 'Sierra Wireless 320' model?  Black 4G USB dongle?

 

If it is, then my follow on question is:

 

- is that dongle signed up with a BigPond mobile broadband service or a Telstra Mobile Broadband service?

 

BigPond MBB service, requires the need of a 'username + password', whereas TMB -Telstra Mobile Broadband doesn't.

 

However it will affect the configuration of the gateway.  

 

Also, I am assuming you tried the connection via the following online FAQ ( https://bigpond.custhelp.com/app/answers/detail/a_id/20720/kw/wireless%20back%20up/session/L3RpbWUvMTM1MTgyMjY3OS9zaWQvaWhObUtkYWw%3D) ?

 

Regards,

Chi


I have the same problem - my 4G device will not connect with the Technicolor TG587n v3.

The instructions in the FAQ have been followed to the letter but no go

I've plugged the device into the side USB port of the Modem but no lights are on - as though it it not getting power from the Modem

My firmware is 8.4.4.J

Is there something else that I should have done before following the FAQ?

Thanks


John

 

Re: New 4G Modem & Bigpond Technicolor TG587n v3

I have kept my modem on 24x7 and the firmware has not updated. It would be nice if Telstra could push the firmware update. Hopefully someone from Telstra will hear our cries and  fixes this problem.

Re: New 4G Modem & Bigpond Technicolor TG587n v3


bendigovj wrote:

I have kept my modem on 24x7 and the firmware has not updated. It would be nice if Telstra could push the firmware update. Hopefully someone from Telstra will hear our cries and  fixes this problem.


Hi bendigovj,

 

There is a further push to roll the 8.4.4.J firmware to all customers that are still on the 8.4.4.H firmware.

 

Remaining customers will be receiving this update over the next few weeks.

 

Regards,

Chi

Re: New 4G Modem & Bigpond Technicolor TG587n v3

Still waiting for mine.. Hanging out on the old H firmware... Rang the call centre got the usual "nothing we can do to help... Press 1 to 5 to rate....." (what's the point of that) Yes, my router is always on. Yes I've reset the thing. I've even recently gone to https://register.bigpond.com/adsl.do thinking that might help. ...Telstra 4g dongle and NTFS partitions lie in wait..... I wonder if tbox will see the drives once the firmware updates? Chi, can you get my router updated? Pretty please?

Re: New 4G Modem & Bigpond Technicolor TG587n v3

Just for any one else wondering, I called the support centre again and mentioned this website when they told me there was nothing more they could do, they offered another telephone number to call during business hours (apparently also manned on weekends) - they referred to this group as "Telstra plus" - 1300087587. Hopefully I'll get my firmware update one day. Fingers crossed.

Re: New 4G Modem & Bigpond Technicolor TG587n v3


Miffed wrote:
Just for any one else wondering, I called the support centre again and mentioned this website when they told me there was nothing more they could do, they offered another telephone number to call during business hours (apparently also manned on weekends) - they referred to this group as "Telstra plus" - 1300087587. Hopefully I'll get my firmware update one day. Fingers crossed.

Hi Miffed,

 

Are you able to provide us your gateway Serial number?

 

Once you have that I will get one of the guys to pass it on.

 

Regards,

Chi

Re: New 4G Modem & Bigpond Technicolor TG587n v3

Product Name: TG587n v3 Serial Number: CP1129RA9CB Software Release: 8.4.4.H

Re: New 4G Modem & Bigpond Technicolor TG587n v3

Since I am unable to edit my old post, can one of you moderators please remove my serial number from my older post?

Re: New 4G Modem & Bigpond Technicolor TG587n v3

Thanks Miffed,

 

I have forwarded your Serial number.  It will be addressed early next week.

 

Regards,

Chi

Re: New 4G Modem & Bigpond Technicolor TG587n v3

So whats the correct way to receive the firmware update ?

 

i have had my modem online for approx a week now and its still running 8.4.4.H

 

 

Re: New 4G Modem & Bigpond Technicolor TG587n v3


Chi wrote:

Thanks Miffed,

 

I have forwarded your Serial number.  It will be addressed early next week.

 

Regards,

Chi


Just posting back - All done over night. Thanks for your help.

Re: New 4G Modem & Bigpond Technicolor TG587n v3

Agree stilgs.

 

Chi - can you please advise on how to get the update for everyone who is still waiting for the update? I know a few people who are yet to be updated. Can they just provide their modem serial numbers that you could manually push out the update to?


Thanks,
Kunal

Re: New 4G Modem & Bigpond Technicolor TG587n v3


mistrykunal wrote:

Agree stilgs.

 

Chi - can you please advise on how to get the update for everyone who is still waiting for the update? I know a few people who are yet to be updated. Can they just provide their modem serial numbers that you could manually push out the update to?


Thanks,
Kunal


Hi mistrykunal/stilgs,

 

Telstra's Operational support systems are set up in such a way, that it will identify all customer ADSL Premium HNG's (TG587) on the Network. it will cross check the firmware version of the gateway, and if it doesn't contain the latest firmware, the system will schedule a firmware update (if available) on the gateway.  The firmware update process driven by the system may occure over a few weeks in general.

 

However from the feedback, I do notice that some customers seem to not receive these updates.

 

For your devices, could you both send me your Serial # of the gateway via a Personal message, and I will arrange for them to be updated.

 

In the mean time, I will also follow up with our Operations team to investigate why some customers are still not receiving the updates.

 

I will provide an update on the 2nd part as soon as I find out more details.

 

Regards,

Chi

Re: New 4G Modem & Bigpond Technicolor TG587n v3

Hi everyone, just asking about whether OSX extended might be introduced so the drive can be used with time machine. I have posted four previous times without a response.

Some of us Telstra customers do use macs.

Re: New 4G Modem & Bigpond Technicolor TG587n v3


msendt wrote:

Hi everyone, just asking about whether OSX extended might be introduced so the drive can be used with time machine. I have posted four previous times without a response.

Some of us Telstra customers do use macs.


Hi msendt,

 

I have noted your question regarding the HFS+ filesystem support on the gateway.  i will need to come back to the forum if and when, this can be introduced.

 

Regards,
Chi

Re: New 4G Modem & Bigpond Technicolor TG587n v3

does anyone have any suggestions as to why my modem may be dropping out while playing media from hard drive . it was working perfectly for about a week after set up now just keeps crashing

 

Re: New 4G Modem & Bigpond Technicolor TG587n v3

Mine also keeps dropping out. It has only just started doing this. It is getting very frustrating. The red eco light comes on and of 5 or 6 times in a 2 hour session. Its not what i pay for. Any ideas?

Re: New 4G Modem & Bigpond Technicolor TG587n v3


Chi wrote:
Hi bendigovj,

 

There is a further push to roll the 8.4.4.J firmware to all customers that are still on the 8.4.4.H firmware.

 

Remaining customers will be receiving this update over the next few weeks.

 

Regards,

Chi


My modem updated to 8.4.4.J firmware overnight. Muchas gracias

Re: New 4G Modem & Bigpond Technicolor TG587n v3

Am i right in now thinking that i cant use my mobile phone as a modem to connect my notebook to the internet

Re: New 4G Modem & Bigpond Technicolor TG587n v3

i had a tg587n v3 with the new firmware and 4g was working on it now it the whole thing doesnt work so they sent me a new one with the old formware and the 4g dongle does not work i rang tech support and they didmt know what i was talking about trying to tell him how can i update the new firmware so how do i update the firmware .

Re: New 4G Modem & Bigpond Technicolor TG587n v3

My router is still waiting for the update.

Re: New 4G Modem & Bigpond Technicolor TG587n v3

My modem is always plugged in but I still haven't received the firmware upgrade yet either.

Can someone from Telstra please comment on why we can't download an install the upgrade ourselves. It seems to be a much more reliable option.