Troubleshoot your equipment

  1. Check network outages

    Before you troubleshoot your equipment, check whether your service is impacted by an outage and when you can expect your service to be restored.
  2. Restart your equipment

    Turn off the power supply to your nbn equipment. Wait 30 seconds then turn on the power again. Check to see if your issue is resolved.
  3. Start basic troubleshooting

    Follow Telstra’s video guides on how to perform basic troubleshooting functions to fix your internet or phone connection. There are different instructions for each nbn connection type.

How to troubleshoot your internet and phone services on ADSL & nbn (FTTB & FTTN connections)

Video content description

Instructional video showing various options to troubleshoot your Telstra services on ADSL, nbn Fibre to the Building (FTTB) and nbn Fibre to the Node (FTTN).

How to troubleshoot your internet and phone services on nbn (FTTP, FW, HFC, FTTC connections)

Video content description

Instructional video showing various options to troubleshoot your Telstra services on nbn Fibre to the Premises (FTTP), nbn Fixed Wireless (FW), nbn Hybrid Fibre Coaxial (HFC) or nbn Fibre to the Curb (FTTC) connection

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