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If you’re on a post-paid plan, use the table below to troubleshoot the most common problems and get your mobile broadband device online.

PROBLEM SOLUTION
Lost/Forgotten Wi-Fi security password
  • You can find this on the main screen.
  • You can also remove the back panel of your device and check above the battery.
  • No internet signal
  • Can’t connect to mobile network
  • Limited internet speed
Check that:
  • You’re in a coverage area and there are no known outages
  • Make sure you’re close to the Wi-Fi, or connected to your PC if it’s a USB device
“A connection to the remote computer could not be established” error message (USB Devices Only)
  • Open the Telstra Connection Manager Software
  • Select ‘Internet’ from the list and click ‘Default’
  • Close and restart the Telstra Connection Manager Software
  • Now try to reconnect
“No USIM inserted” or “Limited Service” error message
  • Wi-Fi Devices: Press and hold the power button
  • USB Devices: Disconnect and reconnect to your computer
  • Make sure your SIM has been activated and installed correctly.

Good to know:

  • To connect, your device needs to be compatible with the Telstra Mobile Network. Look for the IMEI number - usually on the back of the device – then check its compatibility here.
  • If your device didn't self-install, you can install it manually by downloading a Getting Started Guide.
  • Telstra mobile broadband devices are locked to the Telstra Network, so non-Telstra SIMs won’t work in them unless they are unlocked.

If you're still having problems, call us on 13 22 00

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