"Complete our survey', but the problem is not yet fixed??! Case #: 27218253

[Andrew_17ways]

Telstra Premium WiFi Router

Had as much as I can take.

The above case number should tell you Netgear have found a fix and were going to call us......no call.....

Please call; +61 2 9223 6828



Arrrrrrrrrrrrrrrr!!!!!!!!!!!!!!!!

[Andrew_17ways · Accepted solution]

Something clicked somewhere....

Within the first level user guide:

https://www.telstra.com.au/content/dam/tcom/small-business/broadband/pdf/telstra-gateway-pro-v7610-u...

Is this link which seriously did not work before:

http://www.telstra.com.au/content/dam/tcom/small-business/bundles/pdf/telstra-gateway-prov7610-confi...

Someone somewhere 'turned it on' and we now have a set of instructions. Over the coming few days, we will find time to conduct some testing to confirm.

Many thanks and hopefully this message will help others

[Andrew_17ways]

AND - it has a Model Number Netgear website drop down does not recognise.......Arrrrrrrrrrrrrrrr

V7610-1TLAUS

Arrrrrrrrrrrrrrrrr!!

[ElaineM]

Hi @Andrew_17ways

Welcome to the community!

The support for the product should be handled by your ISP.

Perhaps, ask for a higher tier.

Anyhow, let me make a follow-up on this.

[Andrew_17ways]

Elaine

Thank you for the reply

I have had I’d say 6 different people unable to help me at my 'ISP' Telstra Australia + a similar number at Netgear. I just get passed around....

It is now at the point where they cannot even return my call??!

Appreciate any assistance

Andrew

Andrew Shaw

General Manager – Client Services

17Ways Pty Ltd

Level 6, 70 Pitt St

Sydney 2000

1300 17WAYS

0413 103 222

andrew.shaw@17ways.com.au

[ElaineM]

You're welcome!

I see that someone already contacted you regarding your case.

[Andrew_17ways]

Yes, the last Netgear supervisor, 'Jeff' is kindly following up my ISP and says he will come back.

I must have had 12 calls and similar emails over this simple issue.....everyone chasing each others tail.....the meaning of which was made for this case.....!


All we really need to know is, what VPN client is recommended to use the promoted; 'Securely access your business files from home with our remote access feature' ?

[ElaineM]

Let me know any update or if it's still unresolved.

[Andrew_17ways · Accepted solution]

Something clicked somewhere....

Within the first level user guide:

https://www.telstra.com.au/content/dam/tcom/small-business/broadband/pdf/telstra-gateway-pro-v7610-u...

Is this link which seriously did not work before:

http://www.telstra.com.au/content/dam/tcom/small-business/bundles/pdf/telstra-gateway-prov7610-confi...

Someone somewhere 'turned it on' and we now have a set of instructions. Over the coming few days, we will find time to conduct some testing to confirm.

Many thanks and hopefully this message will help others

[ElaineM]

That's great!

Thank you for the update.

[Andrew_17ways]

I fear you have filed this one into 'Solution solved' all too quick....

The instructions are now revealed with this link now working, however, for Windows 7...

"Hand's up who's business environment is Windows 7 ?? "    Oh, not many left huh??

PLEASE, can someone tell us what VPN client should we use to make this function work?  We have tried 4.....

Telstra website; https://www.telstra.com.au/small-business/bundles/telstra-bizessentials#service-qualifier

                "Securely access your business files from home with our remote access feature"

Doh !

[ElaineM]

What are the VPN clients you tried?

Did you also follow the steps from this link?

[Andrew_17ways]

Yep - that was the earlier illusive link...

But you still need a VPN Client

We tried:

ShrewSoft

Cisco Anyconnect Secure mobility client

Freelan

Netgear (I tried to use but it won’t let me – it wants me to buy it.....Do we really need to buy it ??!  No where did it say with this VPN feature on purchase.....you need to buy something additional to make it work....??)

Thanks

[ElaineM]

Setting up the VPN clients are all in that link.

Currently the gateway supports and has been tested to work with the following clients:

a.Windows 7 clients using IKEv2Certs

b.Inbuilt Cisco VPN clients in MAC OS

c.Inbuilt VPN clients in Android and iOS

[Andrew_17ways]

Hello Netgear......

Hands up who is using Windows 7  ???

Any idea when you will release an upgrade patch for Win10??

Do you think you should inform you client Telstra to amend their advertising???

Elaine - thank you personally for sticking with me, not much more you can do.

I may post again when I get my old Windows 7 Laptop out of the dumpster and see if I can fire it up from home and check....yawn.............

[ElaineM]

You are welcome.

Regarding your question, you may want to get confirmation with Telstra if there will be any support on Win10.

The firmware loaded on that unit is provisioned by Telstra.

[Andrew_17ways]

ElainM

Would you please be able to assist me with a contact at Telstra?

The monolith that is our national telco often finds it difficult for the left hand to know what the right is doing....and who the Subject Matter Owner is......

Appreciated

Andrew

[ElaineM]

I apologize but we do not have direct support contact. 

You would probably have to ask for a higher tier.