Is the Mobile Signal Light on your Smart Modem on? Let’s check.

Keeping you connected is our priority, so let’s get started – this will only take a few minutes.

First, select your modem type, and then follow the simple step by step instructions below.

For Telstra Smart Modem Generation 2

Plug removed from power wall socket

Step 1

Turn off your Smart Modem.

Modem back panel displayed showing location of SIM flap on right hand side above phone socket

Step 2

On the back of the modem, peel back the flap that is covering the SIM card port.

SIM in slot, arrow showing downward action

Step 3

Push down on the SIM card with your finger or a small flat object until you hear a click. The SIM will pop out slightly allowing it to be removed. If there was no click, the SIM may have been inserted the wrong way.

SIM is out of the slot, arrow showing outward motion

Step 4

Remove the SIM card.

SIM card being inserted into slot with arrow showing inward motion

Step 5

Reinsert the SIM card. It should be inserted notch-end first with the notch at the top and the gold contacts facing the Ethernet/WAN ports. If it is orientated the correct way you will hear a click and the SIM card will lock into place.

SIM flap cover moving towards SIM card slot

Step 6

Reattach the flap to cover the port again.

Plug is inserted into the power wall socket. 5 lights displayed on the Smart Modem panel. Green or orange mobile signal light is on

Step 7

Turn your modem back on . When the modem boots up (usually 2-3 minutes) the mobile signal light on the back of the modem should light up to a solid green or orange which indicates the modem has successfully contacted the mobile network.

Contact us or message us through the My Telstra app

Step 8

If the mobile signal light does not light up or is red, contact us or message us through the My Telstra app.

For Telstra Smart Modem Generation 1/Frontier Gateway

Plug removed from power wall socket, power light is off

Step 1

Turn off your Smart Modem.

Upright modem with arrow pointing to panel underneath. SIM is under a white square sticker

Step 2

Underneath the modem look for the SIM port. It may be covered with a white sticker that you can remove.

SIM in slot, arrow showing downward action and click

Step 3

Push down on the SIM card until you hear a click. You may need a small flat object to push it down enough to click and disengage the lock. The SIM will pop out slightly allowing it to be removed. If there was no click, the SIM may have been inserted the wrong way.

SIM is out of the slot, arrow showing outward motion

Step 4

Remove the SIM card.

SIM card being inserted into slot with arrow showing inward motion

Step 5

Reinsert the SIM card. There is a picture of the orientation the SIM card located next to the port. If it is orientated the correct way you will hear a click and the SIM card will lock into place. You may need a small flat object to push it down enough to click and engage the lock.

Plug is inserted into the power wall socket. Mobile signal green or orange light is on

Step 6

Turn your modem back on. When the modem boots up (usually 2-3 minutes) the mobile signal light on the top of the modem should light up which indicates the modem has successfully contacted the mobile network.

4 connection lights are displayed. Signal light is green. Mobile phone is shown

Step 7

If the mobile signal light does not light up or is red, contact us or message us through the My Telstra app.

Frequently asked questions