Set up my Telstra Smart Modem 4 for 5G Internet for Home or Business
Here is a step-by-step guide to help you set up your 5G internet connection using the Telstra Smart Modem 4.
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Before you begin
If you have an older modem, nbn®, Opticomm, Satellite or 4G Telstra Home Wireless connection, go to Getting started for setup instructions.
If you have any of the following alarms, you need to contact your device provider and check that it will work on your new internet service.
- Monitored fire alarm
- Medical alert service
- Back-to-base security alarm
- Emergency lift phone.
For the best signal and Wi-Fi strength we recommend placing your modem off the ground, up high in an open area, close to an external window and away from other electrical equipment. You’ll need a power point.
Don't place your modem near large metal objects that may block or interfere with its signal, such as:
- refrigerators
- microwaves
- TVs
- steel-mesh window security screens.
You can find the optimal location shown on the modem placement guide in the My Telstra app:
- Go to Services
- Select you 5G internet service
- Scroll to Your connection and select Improve your connection
- Select Tips to improve your 5G signal, then View map.
Quick set up video
To set up your Telstra Smart Modem, you can either watch the video How to set up your Telstra Smart Modem 4 – 5G or follow our step-by-step instructions below.
Steps to set up your Telstra Smart Modem 4 – 5G
Total of 4 steps. On first use, your Telstra Smart Modem may automatically update its software. This will take up to 10 minutes to complete.
- Telstra Smart Modem Gen 4 – 5G
- Power adaptor to plug in your modem
- Wi-Fi details reusable sticker.
Other parts (optional)
- Cable with the red and yellow ends to connect your other devices.
Use the black power adaptor (A) and plug it into the power wall outlet, and the other end of the cable into the Telstra Smart Modem (B) power port (tactile P).
Switch on the power at the wall outlet (you should see a green light appear on the power adaptor). When the light on the bottom of the modem turns blue, you’re good to go.
To check your mobile signal strength – check the lights on the back of your Telstra Smart Modem:
- Blue three bars: Indicates good 5G signal
- Green three bars: Indicates good 4G signal
- Off: Indicates Telstra network unavailable
If you can’t see the lights, you can check the status of your modem by entering http://mymodem or http://192.168.0.1 in your browser and signing in with the username admin and the default Wi-Fi password found on the bottom of your modem or on the Wi-Fi details reusable sticker (not your new Wi-Fi password if you have changed it.)
To learn more, go to What do the lights on my Telstra modem mean?
- Search for the Wi-Fi network you want to connect to on your device and enter the password shown on the Wi-Fi details reusable sticker.
- Repeat this step to connect your other devices via Wi-Fi.
Connect the Ethernet cable (the cable with the red and yellow ends provided) from your device to a yellow LAN port on the Telstra Smart Modem. There are 4 ports on the back of the modem indicated by tactile dots numbering 1 to 4.
Troubleshooting
Modem
If you change the Wi-Fi name and password to be exactly the same as your previous Wi-Fi network, all devices will automatically connect to the new network.
Some devices can have trouble switching between your modem and Wi-Fi Booster because of the modem's Wi-Fi security (WPA3/2 mixed mode).
Try changing to WPA2 only via your modem settings. See elstra Modem Settings Guide for instructions.
After making the change, make sure to remove or forget the current Wi-Fi network from any devices that are experiencing connection issues. Then reconnect those devices to your Wi-Fi network. (To forget a Wi-Fi network, go to your device’s Wi-Fi settings, select your current network, and choose Forget or Remove.)
Try these troubleshooting steps:
- Reboot your modem by unplugging the cables from the back of the modem for 10 seconds, and then plug the cables back in.
- If you’re still having trouble, perform a factory reset by pressing and holding the small reset button on the back located third from the left, (tactile R) for 3 seconds to reset it.
- Once it restarts, remove or forget the current Wi-Fi from any devices that are experiencing connection issues. Then reconnect those devices to your Wi-Fi network. (To forget a Wi-Fi network, go to your device’s Wi-Fi settings, select your current network, and choose Forget or Remove.)
- If your devices are still not connecting, you may need to change the modem's Wi-Fi security (WPA3/2 mixed mode). Try changing to WPA2 only via your modem settings. See Telstra Modem Settings Guide for instructions.
The Ethernet cable is provided as an optional accessory if you prefer to connect your devices directly to the modem. This allows for a more stable and faster connection compared to wireless (Wi-Fi) connectivity.
Choose the most convenient location for your modem.
Things to consider:
- Which spot provides the best coverage around your home.
- Whether you want to connect devices using an Ethernet cable.
- Whether you have a home office and would like to connect your computers and other devices directly to the Telstra Smart Modem.
To learn more, go to What do the lights on my Telstra modem mean?
To set up your older Telstra Modem (or replacement modem), you can access and download the PDF setup guides by connection type, or watch a setup video if you prefer.
Go to Set up older Telstra modems for setup instructions.
Press and hold the button on the back of the modem, located about halfway down on the left side, for 3 seconds to turn off the modem lights.
No. Your 5G modem is locked to your location, which means you can only use it to access our 5G network while it’s at that address.
When moving, you must cancel your 5G Home or Business Internet plan and return your 5G modem to us in good working order.
Eligibility checks will apply to determine if you qualify for 5G Home or Business Internet at your new premise.
We've made the process of returning your modem simple. For more information, find out how to return your modem.
Unplug it, move it and plug it back in. There’s no need to reset the device. When you plug it back in, your service should come online and your devices will reconnect.
The ports on the back of the modem are indicated with tactile features above each port. To help you locate them, they are listed from left to right:
- DSL: D
- USB: U
- Reset button: R
- WAN: W
- LAN x 4 ports: numbered dots from 1 to 4
- Voice: V
- Power: P
5G Internet connection
Dropouts may occur if your modem is placed where the mobile signal is weak. Make sure you find the strongest signal in your home by locating the modem near a window and off the ground.
Indoor coverage is highly variable and there may be locations where indoor coverage is indicated, but your device may not perform as expected due to local building density, physical structures and building materials.
For example, the following things may reduce or block indoor coverage: basements, lifts, underground car parks, concrete buildings, tunnels and road cuttings, steel framing and metallic window film.
If you experience multiple dropouts, please contact us for help.
Whilst there is some impact to signal strength caused by extreme weather conditions, this is minor.
You can check your 5G data usage in My Telstra:
- Go to Services
- Select your 5G internet service
- Under Your usage and plan, select View your usage.
If you already cancelled your previous internet service, you’ll need to order a new one.
If you haven’t cancelled your existing internet service, you can cancel your 5G internet service and return your 5G modem to us in good working order.
You can run automated tests on your service to diagnose and resolve your query.
Test and troubleshoot or chat now for more help.
5G Internet can be affected by the location of your modem.
Indoor coverage is highly variable and there may be locations where indoor coverage is indicated, but your device may not perform as expected due to local building density, physical structures and building materials.
For example, the following things may reduce or block indoor coverage: basements, lifts, underground car parks, concrete buildings, tunnels and road cuttings, steel framing and metallic window film.
We recommend where to place your modem within the optimal location at your address.
The 5G modem placement guide in the My Telstra app predicts the indoor coverage for your modem at the address displayed. It’s as accurate as we can make it, based on what we know.
If you’re still not happy with your service after placing the modem in the optimal location, chat now for support.
Our 5G modems rely on passive cooling and are designed to operate under Australian conditions, so may become warm to the touch under normal operation.
For passive cooling to work, your modem must be installed upright on a flat surface. If it’s installed upside down or on its side, or airflow to the base is blocked, it may overheat and shut down.
To avoid excessive heating, the modem will shut down if the internal temperature exceeds 85 °C. This won’t damage the device, but it’s less likely to happen if the device is installed appropriately.
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