Get help with mobile backup on the Telstra Smart Modem

Depending on your plan, location and internet connection type, the Telstra Smart Modem can switch to mobile backup if the internet connection drops out.

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    Backup available with eligible plans. Mobile coverage required. For Home Internet plans, backup speeds capped at 25/5 Mbps. Actual speeds may be lower. Here are some frequently asked questions to help you learn more.

    Frequently asked questions

    If you’re on an eligible plan, this feature will automatically be enabled on your Telstra Smart Modem.

    If your Telstra Smart Modem with an eligible plan is connected to the mobile network, the light on the front of the modem will be blue.

    Important

    You can check the mobile signal strength indicator light on the back of the modem. If the mobile signal is weak, you may need to move your modem for stronger signal strength.

    What do the lights on my Telstra modem mean?

    If you’ve got a Telstra home internet plan on the nbn®, Opticomm or Satellite network that includes voice, you should be able to make and receive calls on your home phone when your modem is connected to the mobile backup network.

    Important

    The Telstra Smart Modem* supports your voice service provided you have either an active Public Switched Telephone Network (PSTN) phone line (with ADSL, cable and nbn Fixed Wireless services) or an active nbn line (with all other nbn services), Opticomm or Satellite networks.

    Third party Voice over Internet Protocol (VoIP) services such as FaceTime will still work when you are on mobile backup.

    * Telstra Frontier Gateway, doesn’t support mobile backup.

    No. Your nbn, Opticomm or Satellite internet connection will always be your primary service for internet connectivity on the Telstra Smart Modem. Our Customer Terms for the Telstra Smart Modem (PDF, 146KB) only permit the modem be used on the mobile backup connection when your internet connection is unavailable, and only at your home address.

    There may be times when your Telstra Smart Modem won’t switch over to the mobile network when it should.

    Go to check for outages to see if there is a mobile network outage in your area.

    Your Telstra Smart Modem may also not work if you’re experiencing a power outage.

    Check your internet connection in My Telstra:

    1. Go to Services 
    2. Select your internet service
    3. Under Your connection, select Improve your connection
    4. Select Test and troubleshoot internet and follow the prompts.

    If you’ve been on the mobile backup for more than a few hours, and it’s not a known issue:

    Check your internet connection in My Telstra:

    1. Go to Services
    2. Select your internet service
    3. Under Your connection, select Improve your connection
    4. Select Test and troubleshoot internet and follow the prompts.
    Good to know

    To check if there is a known internet outage in your area.

    Check for outages

    Related links

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