Update your browser to stay safe online

If you're seeing this message, you may need to update your browser.

Without the most up-to-date version of your browser, you may be more vulnerable to cybersecurity threats, such as viruses and ransomware.

You also may have problems viewing our latest site features, as Telstra's website does not support outdated browsers. Find out more about staying safe online.

Use the table below to troubleshoot the most common problems and get your Pre-Paid mobile broadband device back online.

Lost/Forgotten Wi-Fi security password/key
  • You can find this on the main screen of the device.
  • 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:

  • Your pre-paid account balance is in credit / service is active (for assistance call 125 8880)
  • You are 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 the Getting Started Guide.
  • Telstra Pre-Paid devices are locked to the Telstra Mobile Network, so non-Telstra SIMs won’t work in them.

If you're still having problems, call us on 125 8887.  



Still need to get in touch


Have a question? Ask our Customer Forum.

Go to CrowdSupport
Contact us

Prefer to talk to someone over the phone? We're here to answer your questions.

Contact us
Find a store

Find your nearest Telstra store or Wi-Fi hotspot.

Find a store
Help for other tech

We can help setup & protect your computers, smart devices, printers & gaming consoles

Visit us