The way your home is set up for internet, and the way you use it, can often affect your speed.

Wireless networks, or Wi-Fi, allow us the freedom of using the internet without being tied down to a modem via a cable. However, a connection that relies on radio waves can be impacted by factors such as interference, signal range limits and hardware problems.

If you’re having issues with your home internet, here’s some things you can do to boost your connection.

1. Troubleshoot your broadband connection

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

  1. Open the My Telstra app and go to Get help
  2. Choose the service you need help with
  3. Select Get help with an issue and follow the prompts.

2. Check the strength of your Wi-Fi signal

To check the strength of your Wi-Fi network signal in My Telstra:

  1. Sign in to My Telstra with your Telstra ID
  2. Go to Get Help
  3. Select Home Internet and choose desired option.

The strength of your Wi-Fi signal can be affected by where you place your modem. Think about:

  1. Physical barriers like metal, wood, concrete walls or water – between the modem and your devices
  2. Interference from other devices – like microwaves, cordless phones and baby monitors
  3. The distance between the modem and your devices.

Tips to improve your Wi-Fi signal

  • Place the modem in an area that avoids most metal (ductwork), floors, walls, pools, big fish tanks and if possible, in a space central to your devices.
  • Make sure the modem isn’t covered by anything - this includes large objects placed in front of or on top of it - and ensure it's not locked away in a cupboard (it needs to be in a well-ventilated area).
  • Connect your device(s) directly to the modem with an Ethernet cable – cable connections are almost always stronger.
  • There may be specific spots in your home or workplace where Wi-Fi just won’t reach, no matter where your modem is. The best way to extend your signal into areas like this is by installing a Telstra Smart Wi-Fi Booster.

3. Check your Wi-Fi connection

If you're having a problem with your Wi-Fi network, there's a few things you can try.

Check that your device’s Wi-Fi light is turned on.

Many laptops have a switch on the case or keyboard which allow you to disable the wireless radio (generally indicated by a wireless icon). Make sure this hasn't accidentally been turned off, as your Wi-Fi won't work without this enabled. If off, press the Wi-Fi or WPS button to turn it back on.

Restart your computer and modem

It might sound simple, but just restarting your computer and modem can help resolve some basic connection issues.

Reset your Telstra Smart Modem to factory settings

To do this, use a paperclip (or something similar) to press and hold the reset hole at the back of your Telstra Smart Modem, and keep it pressed in for 15 seconds. Allow 2-5 minutes for the modem to reconnect to the internet.

Or you may prefer to do this by entering in your browser and signing in with the default Username: admin and Password: Telstra

For ADSL modems, you may need to re-enter your username and password back into the modem in order to re-connect to the internet.

4. Check for other possible issues

Multiple devices

Your broadband is shared between all the connected devices in your home. The number of devices and how much data each is using can also affect the speed of the service.

To help find out what’s slowing down your Wi-Fi:

  • Switch off unnecessary or data-hungry devices that you’re not using
  • Switch off each device one at a time and see if the connection speed increases noticeably. If it does, then check if that device is using a large amount of data or has any viruses.

For more information on nbn™ broadband speeds see nbn broadband speeds explained.

Connection slow on one device only

If your connection is slow on one device only, it may be infected with malware or a virus. Or your device might be too old to support higher speeds.

To find out if your device is slowing down your connection:

  • Use a different and/ or newer device to perform the same action – and see if your connection improves. If it does, get your original device checked for malware or viruses. If it’s old, consider retiring it.

Old modem

The quality and age of your modem will affect your connection. 

You could upgrade to one of the latest Telstra-branded modems. We recommend using a Telstra Smart Modem to maximise broadband performance. Contact us if you need a new Telstra Smart Modem.

Faulty wiring in your house

If the wiring in your house is faulty, it can interrupt the connection and slow your speed. You can hire a qualified electrician or a Telstra technician to check and fix your wiring. Contact us for technical support.

Note: Telstra Tech Support is unable to assist with non-Telstra modems and devices. We offer a Telstra Platinum service in person, and over the phone, that may be able to help with non-Telstra equipment and more advanced issues. (Additional fees apply.)

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