Support and Updates
Troubleshooting
If you’re having problems, we have some FAQs and Getting Started Guides that might help you.
Connection Manager (USB devices)
Windows and Mac users can download the new Telstra Pre-Paid Mobile Broadband Connection Manager.
Connection Manager (USB devices)
Download for the new Telstra Pre-Paid Mobile Broadband Connection Manager
- For Windows Users (ZIP, 28.7 MB) – Version 3.8.11219
- For Mac Users (DMG, 10.4 MB) – Version 3.10.20131
When downloading this update, your recharge balance will not be affected.
The new Telstra Pre-Paid Mobile Broadband Connection Manager can now send and receive SMS. Just open your Connection Manager and click on the My Messages button to get started.
Troubleshooting
Once you plug the USB modem into your computer, your Telstra Pre-Paid device should install itself and automatically load the Telstra Pre-Paid Mobile Broadband Connection Manager. Just click on the Connection Manager and use your regular browser to get onto the internet.
If you're having problems, here are a few things to check:
What Mobile Broadband devices are compatible with the $2 and $30 SIM-only starter kits?
Telstra does not provide technical support for BigPond devices and non-Telstra devices but customers can contact us for support for their Telstra Pre-Paid Mobile Broadband service.
Customers can try the following instructions to change the settings to use a BigPond or non-Telstra device with their Telstra Pre-Paid SIM card.
Did the Telstra Pre-Paid Mobile Broadband device install itself?
If it didn't, you can download our Getting Started Guide and install the software manually.
- Telstra Pre-Paid USB 4G Getting Started Guide (PDF, 1479kB)
- Telstra Pre-Paid Mobile Wi-Fi Getting Started Guide (PDF, 3409.92kB)
- Telstra Elite® Pre-Paid Mobile Broadband Getting Started Guide (PDF, 3287.04kB)
- Telstra Turbo™ Pre-Paid Mobile Broadband Getting Started Guide (PDF, 440kB)
- Telstra Pre-Paid Mobile Broadband Getting Started Guide (PDF, 936kB)
- Telstra Elite® Pre-Paid Mobile Wi-Fi Getting Started Guide (PDF, 1638kB)
Do you have an active SIM card in the device?
If you haven't already done so, you'll need to activate the SIM card online or call 125 8887. If you're calling from a non-Telstra phone and cannot connect on this number, call 13 2200 and when prompted say 'Prepaid'.
Is your Telstra Pre-Paid account in credit?
If your account is showing your balance as $0, you'll need to top up your account by purchasing some additional credit.
If you're using your device:
USB device – click on 'My Account' on your Connection Manager
Wi-Fi device – click here
When not using your device:
Visit My Pre-Paid Account
Find out more about recharging
Are you in Telstra network coverage area?
The Telstra Pre-Paid Mobile Broadband Connection Manager will show this with up to five bars of signal strength. Sometimes you may find that simply moving from one spot to another may help.
If you're still having difficulties, please contact us on 125 8880 for assistance (from a non-Telstra phone call 13 2200 and say 'Prepaid').
