Troubleshoot an issue with my internet

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

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    1. Check for outages

    2. Check your equipment

    3. 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:

    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 yellow LAN port on your modem, and the ethernet port on your computer or device
    • Check the status lights on your nbn connection box
    • If you’re on a limited data plan, check your usage in My Telstra
    • If none of the above works, use our smart troubleshooting tools to help us diagnose and resolve any issues impacting your service.

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