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CrowdSupport®
TheBigV
Level 3: Gumshoe

Manual for ADSL gateway max TG799vac

Answered

I've just received a new Technicolor TG799vac modem router from Telstra, but surprisingly it didn't come with any user manual.

 

I've tried searching the internet for the manual, but no luck so far.

 

Could anyone please point me to a download link for the manual.

 

 

1 ACCEPTED SOLUTION

Accepted Solutions
Telstra (Retired)
Accepted Solution

Re: Manual for ADSL gateway max TG799vac

Hey TheBigV,

 

As far as I'm aware we don't have any indepth modem manuals (Hard Copy or otherwise). There is a small PDF about the TG799 setup/troubleshooting here: 

http://www.telstra.com.au/content/dam/tcom/personal/support/pdf/broadband/telstra-gateway-max-adsl-q...

 

Hope this helps

 

 

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59 REPLIES
Level 23: Superhero

Re: Manual for ADSL gateway max TG799vac

I've searched high and low for a full user manual before for someone on Crowd Support and my Google-Fu was not sufficient to complete the task.

It seems links either lead to incorrect older model modems, or to partner pages that require a carrier login.
If you've found a solution then don't forget to mark that post accordingly.
If you think I've been of assistance to you please remember to let me know by clicking on the LIKE button.

Please note: I am not a Telstra employee and any posts or opinions are entirely my own and don't reflect any official company position.
TheBigV
Level 3: Gumshoe

Re: Manual for ADSL gateway max TG799vac

Well, that's kind of amazing really. I can't understand how a company can issue such a complex bit of gear without providing a manual.

 

Sigh, I guess I'll have to try my luck with Telstra support ...

Level 23: Superhero

Re: Manual for ADSL gateway max TG799vac

I honestly wish you luck. If you do find a copy, please post back a link to it as I'd like to keep a copy for the next person that asks.

The only reason I can think is that 99% of people would never even log into their modem at all, let alone fiddle with settings.
If you've found a solution then don't forget to mark that post accordingly.
If you think I've been of assistance to you please remember to let me know by clicking on the LIKE button.

Please note: I am not a Telstra employee and any posts or opinions are entirely my own and don't reflect any official company position.
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TheBigV
Level 3: Gumshoe

Re: Manual for ADSL gateway max TG799vac

Thanks for the good luck wishes Kalak, I think I'll be needing it.

 

I called Telstra support and the operator couldn't find the manual so he's going to escalate the issue.

 

In the meantime he suggested that I try my local Telstra shop - he seemd to think that their service guy would have the manual on a CD. Really? Wouldn't it be easier if Telstra just uploaded the manual to its web site. We both laughed and rolled our eyes when I made that bleedin' obvious suggestion. Ah Telstra ....

Telstra (Retired)
Accepted Solution

Re: Manual for ADSL gateway max TG799vac

Hey TheBigV,

 

As far as I'm aware we don't have any indepth modem manuals (Hard Copy or otherwise). There is a small PDF about the TG799 setup/troubleshooting here: 

http://www.telstra.com.au/content/dam/tcom/personal/support/pdf/broadband/telstra-gateway-max-adsl-q...

 

Hope this helps

 

 

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TheBigV
Level 3: Gumshoe

Re: Manual for ADSL gateway max TG799vac

Well, thanks for that Brodie, but the Quick Start Guide that you pointed to is not really an adequate substitute for a proper manual.

 

I'm a bit amazed really that Telstra can't provide a manual for a technical device that is as complex as a modem router. When was the last time you bought a phone/fridge/TV/stereo/toaster that didn't come with a manual?

 

Surely, when your technical team were evaluating the suitability of the TG799vac they had access to more data than just a dumbed down quick start guide???

 

It makes Telstra & Technicolor look kind of lazy to not provide this basic documentation. It's also a silly burden on your customer care department to add queries that could have been solved by the customer himself if he had access to a decent manual.

Re: Manual for ADSL gateway max TG799vac

I too have been looking for a manual and factory firmware for this modem, but have had no luck at all.

It seems like Telstra have crippled this modem by blocking the use of all the features that are listed on the Technicolor website with their own firmware.

If anyone does happen to find somewhere that is hosting the factory technicolor firmware and the proper manual for it, please post on here.

If a telstra rep know where this can be sourced, that too would be appreciated.

TheBigV
Level 3: Gumshoe

Re: Manual for ADSL gateway max TG799vac

Hallie Anne Women's Pump Klein Leather Navy So, it seems from your comment Smalkurt that Telstra have had a fair bit of involvement in the technical specification of the TG799vac.

 

I noticed too on the Technicolor web site that they won't accept any customer enquiries for their products (which is pretty crap service) and instead fob you off to the network service provider who provided the device, i.e Telstra in our case. 

 

Given the above, it seems that the onus is on Telstra to provide the user manual. It's kind of strange that they would put themselves in this position - you would think they would have required appropriate documentation from Technicolor before signing on as a reseller for their devices. But it seems that's what it is, so the ball is well and truly in their court to develop and provide the user manual for the TG799vac.

 

I'd like to see this issue escalated to someone within Telstra who can actually answer this issue. Is anyone from Telstra listening?

 

 

TheBigV
Level 3: Gumshoe

Re: Manual for ADSL gateway max TG799vac

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Shilohbob wrote:

http://www.manualslib.com/manual/712507/Technicolor-Mediaaccess-Tg799vn.html?page=4#manual

 

Check out link above maybe what you aree seeking !!!!!


 

Thanks for that Shilobob.

 

I had already seen that manual, but unfortunately it is for the TG799vn v2, which is not the same device as our TG799vac. Both the hardware and software configurations are different.

MickW1
Level 1: Cadet

Re: Manual for ADSL gateway max TG799vac

Hi Does anyone know how change the IP setting on the new Telstra Gateway Max to bridge mode as I want to connect my Apple Time Capsule

Community Manager

Re: Manual for ADSL gateway max TG799vac

Hi Mick,

 

You've just missed our Tech Experts for this week. I'll flag this with them so that they can in touch with you on Monday, but feel free to chat directly with Tech Support here: http://tel.st/gq6m in the meantime.

 

- Tim

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madalisa
Level 1: Cadet

Re: Manual for ADSL gateway max TG799vac

I need to change DNS settings to Getflix Servers.
Anybody know how to do this on the TG799vac
Telstra (Retired)

Re: Manual for ADSL gateway max TG799vac

Hey Madalisa,

 

At this stage the DNS cannot be changed within the modem, this is something you would do on the computers themselves.

 

Brodie

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jamie7679
Level 1: Cadet

Re: Manual for ADSL gateway max TG799vac

Yes, a pdf or better a physical manual would be nice. I'm being polite. Any news?

Graeme-W
Level 1: Cadet

Re: Manual for ADSL gateway max TG799vac

It's a control thing Telstra will avoid their responsibility to provide a manual.

 

I was trying to set up this model modem for a freind.

Still not working having a manual would make life easier.

 

You need the manual to set up things like smart tv's etc.

As navigating the modem is like dealing with the automated call system and

being routed to  the wrong area or disconneced.

 

Telstra support can not assist, err well the lady at big pond could not assist, I was told that

Pump Leather Women's Hallie Klein Anne Navy Telstra could not assist with that as it's not part of their service.

 

Yet they knowingly deprive you of the manual you need to set it, or other things up.

 

Suggestion go buy a modem that is not locked or crippled by a provider, and does not require a

frustrating call to get a manual you should have been provided with, but may never be supplied.

 

I use my own modems and am no longer with Telstra.

And I have less issues.

 

 

 

 

 

Re: Manual for ADSL gateway max TG799vac

Thanks Tim.  I have contacted Tech Support and they do not support? this type of request.  All they can do is tell you how to do the initial basic setup and want me to go to my local computer shop or pay Telstra Premium?? I want to change the modem to bridge mode to connect my Apple time capsule.  This is what Apple support told me I need to do otherwise the two are in conflict.  My limited understanding is that the time capsule will take over as the WiFi provider for the household.  For Telstra's  information the Apple Support line is second to none and I am afraid I cannot say the same for Telstra. Cheers Mick

Support Team

Re: Manual for ADSL gateway max TG799vac

Hi MickW1,

 

You can change your Gateway Max into bridge mode through the setup wizard. More info can be found here: TG797n Feature Settings Questions & Answers

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MickW1
Level 1: Cadet

Re: Manual for ADSL gateway max TG799vac

Thanks but I think we are talking about two different modems, mine is a TG799 Telstra Gateway max and it does not appear to have the same functions as in the link you provided.  Cheers Mick

Support Team

Re: Manual for ADSL gateway max TG799vac

Hi MickW1,

 

I have flagged this post so our Technical Support Team can have a look at it in the morning.

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Technical Support

Re: Manual for ADSL gateway max TG799vac

Hi MickW1,

 

To set the TG799 into Bridged mode, you need to go to the Advanced menu, then select the Local Network tile.  On this page you will see the option to set the Network Mode to Bridged.

 

- Shelly

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MickW1
Level 1: Cadet

Re: Manual for ADSL gateway max TG799vac

Thanks for your response.  I also have new computer - Apple Mac.  Never had one before and have no idea how to get into the Modem or how to change settings.  Not same as my windows computer.

 

Cheers

Mick

Wasaabi
Level 2: Rookie

Re: Manual for ADSL gateway max TG799vac

The document at this link https://www.telia.se/dms/teliasonera/telia-se/produktblad/TG799vac_Telia.pdf is more of a brochure than a manual, however the technical specs are quite detailed, and for DNS it mentions it can act as a server and a relay, which suggests you can configure the settings.

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Wasaabi
Level 2: Rookie

Re: Manual for ADSL gateway max TG799vac

I just installed mine tis morning, I'll have a look at the DNS settings tonight.

 

At first glance the interface is identical to the T-Gateway modem, so any manuals or guides for that would work as well.

Robstar
Level 1: Cadet

Re: Manual for ADSL gateway max TG799vac

Yes its very easy, I dont know why Telstra said you can't, but you can with these modems.

Go to:

"Advance Tab"

then

"Local Network"

then under: DHCP Settings you will see DSN Server at the bottom. Delete what ever is in there (If anything is there) then just put your DNS settings you want to put in there and click "Save"  Done.

 

I know this works because i use getflix as well, If there is anything else you would like to know please dont be shy to ask

 

Thank You.

Bardygrub18
Level 3: Gumshoe

Re: Manual for ADSL gateway max TG799vac

Hi All,

 

so I have been trying to find out via whirlpool,Telstra and Telstra premium ( for the past year) why port forwarding on the tg799vac does not seem to apply once you have inputed all the values ect ect.Then I read up about UPnP..... Am I right to say, if we have this turned on that my PlayStation 4 will talk to the tg799vac and vice versa ,to have all ports open for any online game that I play ? Eliminating the need to do any port forwarding manually?

 

if so, then why the hell couldn't anyone from Telstra and Telstra premium (or what ever they call them selves) tell me this?

 

also, does anyone know more about the other two options ? Nat pmp and secure mode?

 

 

 

 

fjgjdkdijgijfb
Level 1: Cadet

Re: Manual for ADSL gateway max TG799vac

You are correct to assume that UPNP will open the ports required for your PS4. There is no need to port forward if you have UPNP turned on.

 

In your screen shot , you can see a "?help" button in the top right corner. Click this to find out more about NAT-PMP and Secure Mode.

 

My experience is that changes to these items have no effect on PS4 connectivity.

tedos
Level 1: Cadet

VADSL gateway max TG799vac PS4 Lan issues

Hi guys wondering if someone can shine some light on the issues i am having,i now have the NBN and the issue i am having is my PS4 wont connect via lan,its like the  gateway router cant see that the cable is connected,yeah i have tried the other ports same results.

to get it to work some what i would have to plug it in and out a few tiems then it wold light up butwhen i go to test speed its its lossing lots of packets and download and uploads are affected,my connection is the big 100/40up.

 now if i go ahead and restart ps4 its doesn't receonncet saying plug in lan cable,everything else work no matter what cable or ports i use i am just having issues with the PS4.

 

Played with MTU on ps4 to see no avail.

Set static address on ps4 no avail.

change cable no avail

try using switch nope.

DMZ no avail.

 

using wirelss at the moment

down speed 28

up speed 4.1

tedos
Level 1: Cadet

Re: VADSL gateway max TG799vac PS4 Lan issues

And when i get it to connect its saying IP fragmentation incompatibilitie or not supported.

Re: VADSL gateway max TG799vac PS4 Lan issues

Hi tedos, 

 

If other devices are working, except your PS$,  when you connect them to the LAN cable have you considered that it may be an issue with your PS4?

 

Ben

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Pattie8
Level 1: Cadet

Re: Manual for ADSL gateway max TG799vac

I'm looking for a manual too as I want to set up parental controls.  

What I see on my gateway is different to what telstra tells me I can do.

 

The screen shot on telstra's page says I can set up access time for individual devices.

However, my TG799 gateway will only allow individual hosts/websites to be enabled or disabled for ALL devices.

 

Does anyone else have this problem?

What is the use of parental controls if I cannot limit my children's access to the Internet using my provider's modem and Telstra claims that they provide this service?

 

Frustrated parent

Telstra (Retired)

Re: Manual for ADSL gateway max TG799vac

Leather Anne Klein Hallie Navy Pump Women's Hey Pattie8,

 

I don't have a manual I can provide unfortunately, but Ben has done a handy post here: https://crowdsupport.telstra.com.au/t5/Modems-Hardware/Time-Scheduling-on-TG797n-V3/m-p/485003#M1409... with some instructions on how to block specific devices.

 

Brodie

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SuzieH
Level 2: Rookie

Re: Manual for ADSL gateway max TG799vac

Seriously this is the best you can do, what a waste of my time looking at this, this instruction booklet came with the modem.

 

We want something that tells you what each light means and also what the difference between the 2.4 and 5 GHz is??????

jasnick
Level 9: Captain

Re: Manual for ADSL gateway max TG799vac

Have just spent all morning trying to get online with this modem.  Bare minimum  of instructions.  Its not like I am a novice at settings these things up, I can follow directions. 03: Activate etc - Click on "Apply".  I have NO Apply link.  Got onto telstra.gateway/ and  what is really strange is the Username and Password.   The password shown is the wrong one - not enough characters.  So I change it to the correct one  and Save, but it still remains the short version.  It has been dropping out all morning. 

I set up a friend's connection no problem Windows 10.  She had a small window pop up showing all available connections.

I didn't get that at all  so have been unable to select the wi-fi network name.  I just went ahead and connected the cables for my (home) network.  The gateway tells me it is working normally and that I am online. Time will tell I suppose.  I would have liked it to work as in the Instruction sheet but I didn't get the option of choosing a network or typing in  the Network key.

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TheBigV
Level 3: Gumshoe

Re: Manual for ADSL gateway max TG799vac

Hi Bribie from sunny Qld.  

 

Unfortunately your link points to the manual for the TG799vn v2 (which I already had), not the TG799vac which Telstra provides.

 

Thanks for trying anyway.  Pity Telstra couldn't be bothered to put in the same effort.

DaveTW
Level 1: Cadet

Re: Manual for ADSL gateway max TG799vac

Use the TG799vn-v2 manual it has the mostly same hardware as the TG799vac. Just not all the options. I can provide valueable information with setting up the TG99vac as a dump Gateway for internet access.

 

http://setuprouter.com/router/technicolor/tg799vn-v2/manual-1059.pdf

 

Dave W

The harder you try the longer it takes
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Re: Manual for ADSL gateway max TG799vac

OK, thanks for that tip Dave.

 

It still really bugs me that Telstra are too lazy to adapt the TG799vn-v2 manual for the custom bastardised TG799vac model that they provide.

nathanandheidi
Level 1: Cadet

Re: Manual for ADSL gateway max TG799vac

We have the tg799vac router and we are worried about wifi radiation, We arent looney tunes we have a small baby asleep next to it most of the day. we are wondering can the wifi be turned off and the ethernet ONLY be used? i read the document and it says you can connect via wifi and ethernet or use just one of them. so if we route out of the yellow plugs with ethernet cable and have the wifi on the computer turned off is that enough?

Thanks

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Technical Support

Re: Manual for ADSL gateway max TG799vac

Hi nathanandheid

 

If you have a T-Gateway modem (TG797) pressing the ECO button when it is green will disable the WiFi. You will no the WiFi has been disabled because the ECO light will turn blue.

 

On the Telestra Gateway Max (TG799), press the WiFi button on your modem to disable and reenable the WiFi.  You'll know if WiFi has been disabled because both the WiFi indicator lights will be off and no longer green.

 

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Firie_7239
Level 1: Cadet

Re: Manual for ADSL gateway max TG799vac

Any advances on a Full Manual fo rthe TG799vac???

 

I am looking to use and external HDD as my TimeMachine. The router needs to be AFP cmpatible, but I cant find where is ays it is or isnt.

 

Despite being told by Telstra before I purchased the router  this can be done I cant find the instructions or help manuals to get the job done.

 

Cheers

Re: Manual for ADSL gateway max TG799vac

In recent days I have been concerned with this issue as well and lodged a complaint with Telstra, wich I will if necessary escalate to the Ombudsman.

 

A manual which I did get hold of is also not the right one, but - just like I spotted in the Online help - it includes a copyright clause by Technicolor stating that the manual must not be passed on / copied etc.

 

So perhaps its Technicolor that's stopping the full manual from being released?  Which does not quite make sense if the TG799vac is customised by Telstra to the extent that only it would be capable of producing a manual.

 

Jerome

 

Support Team

Re: Manual for ADSL gateway max TG799vac

Hi @Firie_7239,

I have flagged this post so one of our Technical Support Consultants can have a look at it during the week.

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