What do I do if my broadband stops working?
Check for outages
If your broadband isn’t working, it might be because of an unexpected outage on the Telstra network in your area, or it might be disruption due to maintenance.
Check if there’s an outage in your neighbourhood via Telstra Outages.
You may be eligible for a credit to your account if you’ve been impacted by a service disruption or outage affecting your services.
Use the Smart Troubleshooting Tool
If there aren’t any known outages or service disruptions in your area, you can try fixing it yourself with our Smart Troubleshooting Tool.
To find the Smart Troubleshooting tool in the Telstra 24x7® App:
1. Open the Telstra 24x7® App and tap Support
2. Select Smart Troubleshooting
Check your modem connection:
- Is your modem power light on?
- Make sure your modem is plugged into a power point that’s switched on, and that the modem’s power button (if it has one) is on
- Check your modem’s power cables are inserted correctly
If you’re using Wi-Fi:
- Check that your device’s Wi-Fi light is turned on. If it’s off press the Wi-Fi or WPS button to turn it back on
- Check if you’re connecting to the right Wi-Fi network. If you’re not sure, follow these steps
- Do you only lose connection in certain parts of the home? If so, you may have a poor Wi-Fi signal in those areas. Find out more about improving your Wi-Fi signal.
If you're using an Ethernet Cable:
- Check your Ethernet cable is securely plugged into the yellow LAN port on your modem, and the Ethernet port on your computer or device.
- Does your cable have any breaks, exposed wires or damage? If so, you need to replace it.
- If you checked these and you still can’t connect, restart your device, and try connecting again.
- If that doesn’t work, turn the device off completely for a few minutes, then turn it back on and try connecting
If more than one device is slow:
- If multiple devices are slow or intermittent, turn them all off.
- Then turn them back on one at a time: connect each one to the network and watch to see which one(s) slow down the connection.
- If the connection problem only happens after you connect a specific device, then it’s probably that device - not your broadband connection.
Restart your modem:
- Remove the power cable from your modem for 10 seconds, then plug it back in.
- Wait 1-2 minutes for the modem to settle and go ‘green’, now check to see if your devices are connecting. This is a ‘reboot’ and can often solve connection problems.
What do my modem lights mean?
It depends on your modem, but this is a general guide to what each light means:
- A solid green light usually means you’re connected to the internet.
- A blinking green light usually means that data is being transmitted through the connection, so if the Wi-Fi light is blinking green, it means a device is already ‘talking’ to your modem.
- A red light usually means it can’t connect to the network. Try rebooting your Modem.
- A red online light can mean the modem can’t authenticate username and password.
- A blue light usually means services are attempting to connect to the network. Allow up to 10 minutes for services to connect. If this does not occur, reboot your Telstra-supplied Modem.
Tried everything and still can’t connect?
Click the relevant link above, and scroll to the bottom of the article for instructions.
For other fixed broadband connections or if you want to talk to someone to fix the issue contact us on:
- Telstra 24x7 Chat
- 1800 834 273 for nbn™ connections
- 1800 008 994 for Velocity connections
- 133 933 for all other fixed internet types.
Still need to get in touch
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