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.  



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