What can I do at home to improve my broadband connection?

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 experiencing issues with your home internet, here are some things you can do to boost your connection.


Finding the source of the problem

Use our Troubleshooting Tool to help find and fix common connection issues anytime on your mobile device or computer, with guided steps to help resolve common Wi-Fi issues.

You can check for outages in your area or use our Troubleshooting Tool any time with the My Telstra app.


Weak Wi-Fi signal?

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

Try this:

  • 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.


Too many devices or too much content? 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.

Try this:

  • 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.

Having Wi-Fi troubles?

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


1. Check your laptop for a Wi-Fi button or switch

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.


2. Restart your computer and modem

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


3. Reset the wireless 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 modem, and keep it pressed in for 15 seconds.

Allow 2-5 minutes for the modem to reconnect to the internet. Alternatively you may prefer to do this via the modems interface for ADSL and NBN, or for Cable modems.

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.

Virus or old age?

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.

Try this:

  • 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.

Faulty modem?

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

Try this:

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

Bad internal wiring?

If the wiring in your house is faulty, it can interrupt the connection and slow your speed.

Try this:

Hire a qualified electrician or a Telstra technician to check and fix your wiring. Contact us to discuss this service.

Good to know

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

Need more help?

If you’re still experiencing problems, please contact us.




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