Test and troubleshoot an issue with my internet
If you're experiencing outages, connection issues, or slow speeds with your internet or home phone service, these simple troubleshooting steps can help.
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How do I troubleshoot in My Telstra?
To test and troubleshoot your internet issues in My Telstra:
- Go to Help
- Select Get help with an issue
- Select the issue you want help with.
Alternatively, you can check the following troubleshooting options.
To see if there’s an outage in your area, check for outages.
- Make sure the modem’s power light is on and your cables are securely connected.
- Check your Ethernet cable is securely plugged into the red WAN port on your modem, and the Ethernet port on your computer or device. Find out more about modem setup.
- Depending on your internet connection type you may need to check the status lights on your nbn® connection box.
- 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.
- To connect to the right Wi-Fi network, follow the steps on How do I connect to Wi-Fi?
If you lose connection in certain parts of your home, or your internet is slow, find out more about improving your home internet speed.
Restart your modem and nbn connection box so they can reconnect.
Still not working?
If you’re still having issues with your home internet or phone, chat now and we can check for account-specific issues.
eero and BYO modem support
We can only offer limited support as we can’t remotely access or run diagnostics.
You’ll find answers and information about eero 7, eero Max 7 and more on the eero help and support page.
We can only offer limited support as we can’t remotely access or run diagnostics on BYO modems.
Because there are many router (modem) brands, we can't provide specific setup instructions for each modem.
For more help, refer to your modem's user guide or contact the manufacturer.
Better Connected blog
Further reading about how to get the best out of your home internet.
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