Help with your Telstra Smart Modem

About Telstra Smart Modem

There are currently four different generations of the Telstra Smart Modem. If you have any of these models (look on the back or base of your modem to find the model number), then you have a Telstra Smart Modem.

The Telstra Smart Modem Gen 2 and Gen 3 has ports arranged vertically down the back
The Telstra Smart Modem 1.1 and Telstra Frontier Gateway has ports arranged horizontally along the bottom edge on the back
You can also check your Telstra Smart Modem model number by entering http://192.168.0.1/ in your browser and signing in. The username is admin and the default password is Telstra for Telstra Smart Modem 1.1 and Gen 2. For Telstra Smart Modem Gen 3, the password is the same as the Wi-Fi password found on the bottom of your modem.
The model number will be listed as Hostname on the Home page.

Telstra Smart Modem Gen 3

Model no.: CobraXh

Telstra Smart Modem Gen 2

Model no.: LH 1000
Model no.: DJA 0231

Telstra Smart Modem

Model no.: DJA 0230

Telstra Frontier Gateway

Model no.: DJN 0231

Service feature table

Service	Telstra Smart Modem Gen 3 and Gen 2	Telstra Smart Modem	Telstra Frontier Gateway
Broadband(nbn, Cable, ADSL, Velocity)	Yes	Yes	Yes
Home Phone	Yes (ADSL, cable, nbn and 4G network)	Yes (ADSL, cable, nbn and 4G network)	No
Wi-Fi Booster compatibility	Yes (nbn only)	Yes (nbn only)	No
Games Optimiser compatibility	Yes on nbn fixed broadband plans only (incompatible with nbn Basic speed plans and Fixed Wireless and Ultrafast add-on)	No	No

A Telstra Smart Modem is included with Telstra home internet plans for new home internet customers or existing customers moving to the nbn network who don’t have a compatible modem. Conditions apply.

When you stay connected for 24 months, the modem is included for free. If you cancel your plan within 24 months of connecting, you will need to payout the remaining cost of your Telstra Smart Modem. You also need to be in a 4G coverage area to be able to benefit from the 4G mobile backup.
The Telstra Smart Modem is a hybrid modem that acts as both a modem and a router. The modem allows your compatible devices to connect to the internet and helps to keep you connected - even when there is a fixed broadband* network outage or disruption - by automatically switching to a backup mobile internet service**.

Then, when the issue is resolved, it switches back to the fixed broadband network. You may not even know it has happened. If the issue isn’t resolved within 24 hours, we will contact you for further assistance.

*Fixed broadband refers to your ADSL, cable or nbn™ broadband connection with Telstra.

**4G coverage required. Backup doesn’t apply to Home Wireless Voice as the service is already connected to the 4G network.
Switches to the Telstra mobile network
The Telstra Smart Modem comes with a pre-activated SIM card inserted that connects to the Telstra mobile network. When it detects that your ADSL, cable or nbn broadband is not available, if your home is in a 4G coverage area, it switches to the Telstra mobile network*. This process may take a few minutes.

When your modem is connected to the Telstra mobile network, you are connected on 4G mobile backup.

When the outage or disruption is over, the modem will automatically switch back to your fixed broadband service within minutes. You may not even know an outage occurred.

*Switching to the Telstra mobile network doesn’t apply to Home Wireless Voice as the service is already connected to the 4G network.
Through band steering
The Telstra Smart Modem comes with band steering on, which allows your devices to automatically switch between the 2.4Ghz and 5Ghz signals to give you optimal connectivity.

Band steering also gives you a single network name and password to connect your devices.

If you’re having trouble connecting your devices, we don’t recommend turning band steering off, instead:

Go to fix.telstra.com

Select your broadband service

Choose the first symptom: There is no connection

This will log the issue with us and we’ll help you restore your fixed broadband* connection.

*Fixed broadband refers to your ADSL, cable or nbn™ broadband connection with Telstra. This doesn’t apply to the 4G Home Wireless Voice service.
The lights on your Telstra Smart Modem can help keep you informed about the status of your modem, including if it has switched over to the 4G mobile network. You may be notified when your connection switches over to either network.

Or, you can check the status of your Telstra Smart Modem connection by entering http://192.168.0.1/ in your browser and signing in. The username is admin and the default password is Telstra for Telstra Smart Modem 1.1 and Gen 2. For Telstra Smart Modem Gen 3, the password is the same as the Wi-Fi password found on the bottom of your modem.
Telstra Smart Modem Gen 3 and Gen 2

Front Light Indicator

Green - Modem is connected to fixed network

Blue - Modem is connected to 4G backup or Home Wireless Voice*

Red – Modem has no connection

Orange – Modem is trying to connect

White – Modem is booting up

No light – Modem is offline

*If you’ve got Home Wireless Voice the blue light will indicate your service is connected to the 4G mobile network.

Back Light Indicator

Green – 4G mobile signal strength is great

Orange – 4G mobile signal strength is good

Red – 4G mobile signal strength is weak
Telstra Smart Modem and Telstra Frontier Gateway

Online status

Magenta – Modem is connected to 4G backup or Home Wireless Voice*

Green – Modem is connected to fixed network

*If you’ve got Home Wireless Voice the magenta light will indicate your service is connected to the 4G mobile network.

Mobile signal

Green – 4G mobile signal strength is great

Orange – 4G mobile signal strength is good

Red – 4G mobile signal strength is weak
- It’s important that your Telstra Smart Modem stays plugged in so that you experience minimal impacts to your internet during outages and service disruptions. Find out how to set up your Telstra Smart Modem depending on your technology type.
- Repositioning your Telstra Smart Modem may help to improve coverage and Wi-Fi speed. It may also help to reduce interference. See some tips below on how to help get the optimal experience from your Telstra Smart Modem.
Repositioning your Telstra Smart Modem:

Move your modem to a central point

This maximises the modem's ability to send a strong signal through your home.

Place your modem well above the floor

Desk or shelf height is ideal. Too close to the ceiling can be as bad as too low to the floor.

Keep modem away from thick walls and solid objects

Solid internal walls can block your Wi-Fi signal.

Improve Speed:

These will help you identify what's slowing down your Wi-Fi - and stop your shows being buffered.

Speed test your modem

You may find areas where the Wi-Fi is not as strong as it can be.

Run speed test

Check for interference

Other electrical devices can slow down your Wi-Fi.

Turn the modem off. Then on.

A simple reboot can noticeably increase your W-Fi speed. (Leave it off for 5-10 seconds.)

Reduce interference:

Devices like microwave ovens, baby monitors, older cordless phones and TVs can interfere with your Wi-Fi .

Look for patterns

Is your Wi-Fi affected each time the microwave or cordless phone is used?

Unplug suspect devices

Unplug each device that might be interfering, one by one, to see if your Wi-Fi improves.

Move interfering devices

Move any devices that are causing interference away from your modem.

Upgrade to a smart modem

If you're using an older modem, consider switching to the new Telstra Smart Modem 3. You’ll need to visit your nearest Telstra store.

If you are still experiencing issues you may need a Wi-Fi extender or booster, which can help extend your modem’s signal to give you Wi-Fi in every room.

4G mobile backup

As the connection speed is capped at up to 25Mbps for download and up to 5Mbps for upload, you may notice a difference in the speed of your service during this time.

These speeds should be enough to perform most basic online activities such as email and internet browsing. However, it might be slower than usual. When online gaming, streaming or using video chat on the 4G mobile backup, you may experience slower speeds, increased latency and load times.

Good to know: Telstra Air and Telstra Broadband Protect will not work when your modem switches to 4G mobile backup.

If you have a Telstra home internet plan on the nbn network with a Telstra Smart Modem, Telstra Smart Modem Gen 3 or Gen 2, you should be able to make and receive calls on your home phone when your modem is connected to the 4G mobile backup service. The backup SIM card in these models has voice capability. You will not incur any additional cost to make these calls while your modem is in backup.

Important: The Telstra Smart Modem supports your voice service provided you have either an active Public Switched Telephone Network (PSTN) phone line (with ADSL, cable and nbn Fixed Wireless services) or an active nbn line (with all other nbn services).

Third party Voice over Internet Protocol (VoIP) services such as Facetime and Skype will still work when you are on 4G mobile backup.

The table below sets out what will work and what won’t when you’re on 4G mobile backup:

Service	Telstra Smart Modem Gen 3 and Gen 2	Telstra Smart Modem	Telstra Frontier Gateway
Fixed broadband connection backup	nbn, Cable, ADSL, Velocity	nbn, Cable, ADSL, Velocity	nbn, Cable, ADSL, Velocity
Home Phone	Yes, on nbn where the home phone service is connected to the modem. No 4G backup if you have an active PSTN phone line (with ADSL, cable and nbn Fixed Wireless services)	Yes, on nbn where the home phone service is connected to the modem. No 4G backup if you have an active PSTN phone line (with ADSL, cable and nbn Fixed Wireless services)	No

No. Your fixed broadband connection will always be your primary service for internet connectivity on the Telstra Smart Modem. Our Customer Terms for the Telstra Smart Modem (PDF, 146KB) only permit the modem be used on the mobile backup connection when your fixed broadband connection is unavailable, and only at your home broadband service address.

Note: This doesn’t apply to the 4G Home Wireless Voice service.
- There may be times when your Telstra Smart Modem won’t switch over to the 4G mobile network when it should. It could be that your home isn’t receiving 4G coverage or if there is a 4G mobile network outage occurring (check for outages at your location). Your Telstra Smart Modem may also not work if you’re experiencing a power outage.
- Try fixing the issue with our Smart Troubleshooting tool
- You may also try these simple step by step instructions if your Telstra Smart Modem is not connecting to the 4G mobile network.
- If you’re still experiencing issues or you’re a 4G Home Wireless Voice customer please contact us.
If you’ve been on the 4G mobile backup for more than a few hours, and it is not a known issue, please try the following:
1. Go to fix.telstra.com
2. Select your broadband service
3. Select the first symptom: There is no connection.
This will log the issue with us and we’ll continue to help you until you are back on your fixed broadband* connection.

It is important for you to get back on your fixed broadband connection so that we can provide you with the service you’re paying for.

Please note: to check if there is a known issue with your fixed broadband connection, such as an outage or a service disruption due to maintenance, please go to outages.telstra.com.

*Fixed broadband refers to your ADSL, cable or nbn™ broadband connection with Telstra. This doesn’t apply to the 4G Home Wireless Voice service.

For more tips to stay connected

Get more tips

Things you need to know

4G coverage required. Speeds capped at 25/5Mbps. Actual 4G backup speeds may be less and vary for reasons like location, distance from base stations, terrain, user numbers, hardware/software configuration, download source and upload destination. nbn™, nbn co and other nbn™ logos and brands are trademarks of nbn co limited and used under licence.

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Help with your Telstra Smart Modem

About Telstra Smart Modem

Do I have a Telstra Smart Modem?

Can anyone get a Telstra Smart Modem?

What's different about the Telstra Smart Modem?

How does the Telstra Smart Modem keep me connected?

What do the lights on my Telstra Smart Modem mean?

How do I get the optimal experience from my Telstra Smart Modem?

4G mobile backup

Is there a cost involved in using my Telstra Smart Modem when connected to the 4G mobile backup?

Is my speed the same when my Telstra Smart Modem connects to the 4G mobile network?

Will my home phone be affected when my Telstra Smart Modem is switched to the mobile network?

Can I leave my Telstra Smart Modem unplugged to use only the 4G mobile backup?

Are there times when my Telstra Smart Modem won’t connect to the 4G mobile network?

How do I get back on my fixed broadband connection?

For more tips to stay connected

Things you need to know

Rather get in touch? Let's get you connected