Test and troubleshoot an issue with my internet

If you're having outages, connection issues, or slow speeds with your internet or home phone service, these simple troubleshooting steps can help.

Check for outages

Find out if the area you’re in is currently affected by a service outage.

Check for outages
Check your equipment

Make sure the modem’s power light is on and your cables are securely connected.

Find out more about modem setup
Restart your devices

You’ve heard it before, but it really can help. Restart your modem and nbn® connection box so they can reconnect.

Learn how to restart your devices

Check for Wi-Fi issues

It’s easy to get confused, but your Telstra internet connection and Wi-Fi are two different things. Your connection to our network comes into your home like power, gas or hot water and stops at a wall plug. Wi-Fi sends that internet signal to your devices wirelessly.

In case the issue is being caused by Wi-Fi:

Make sure your modem’s Wi-Fi light is on. If it’s off, press the Wi-Fi or WPS button to turn it back on
Check you’re connecting to the right Wi-Fi network. If you’re not sure, follow the steps to connect to the right network
If you only lose connection in certain parts of your home, or you’re having issues with speed, find out more about improving your home internet speed.

Still not working?

If you’ve tried the steps above and you’re still having issues, here are a few more tips:

Check your Ethernet cable is securely plugged into the red WAN port on your modem, and the Ethernet port on your computer or device
Check the status lights on your nbn connection box
If none of the above works, sign in to My Telstra to view further troubleshooting tips and check your account isn’t overdue.