What if my broadband stops working?
Here are a few simple tips and tricks to help get you back online.
Check for outages
If your broadband isn’t working, it might be because of an outage on the nbn network, on the Telstra network in your area, or due to maintenance.
Check if there’s an outage in your neighbourhood on 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
Use our smart troubleshooting tool to check your connection and resolve your queries online. You can also troubleshoot directly from the My Telstra app.
My Telstra app
- Open the My Telstra app and select the Get help tab
- Choose the service you need help with
- Select Get help with an issue and follow the prompts
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 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?
- 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.
Check your data limit
Most customers have an unlimited data plan. If you are on a limited plan, check your usage in MyTelstra, you may be shaped due to exceeding your monthly internet data limit.
Tried everything and still can’t connect?
- If you’ve got an FTTP, Fixed Wireless or HFC nbn™ connection and you still can’t get your broadband working, let’s restart your nbn™ connection box. Click the link for your connection type and scroll to the bottom for instructions.
- For other fixed broadband connections, or if you want us to help fix the issue contact us.