Before you troubleshoot your modem

Check whether your service is impacted by an outage and when you can expect your service to be restored.

Telstra Smart Modem

It’s important your Telstra Smart Modem stays plugged in so that you  experience minimal impacts to your internet. 

You might also consider repositioning your modem to help improve coverage and Wi-Fi speed. It may also help reduce interference.  

Not sure if you have a Telstra Smart Modem? Check for Telstra Smart Modem

 
If you are still experiencing issues, please get in touch with us.

Telstra Business Smart Modem

It’s important your Telstra Smart Modem stays plugged in so that you  experience minimal impacts to your internet. 

You might also consider repositioning your modem to help improve coverage and Wi-Fi speed. It may also help reduce interference.  

We suggest you try to restart your equipment: 

  • Turn off the power supply to your modem and computer. Switch your Wi-Fi device off and on.  
  • Wait 30 seconds then turn on the power again. Check if your issue is resolved.  

Not sure if you have a Telstra Business Smart Modem? Check for Telstra Business Smart Modem

Basic troubleshooting

You can follow Telstra’s video guides below on how to perform basic troubleshooting functions to fix your internet or phone connection.  

There are different instructions for each nbn™ connection type. Find out your nbn connection type.

If you are still experiencing issues, please get in touch with us.

 

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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