What is SmartFix?

SmartFix proactively monitors the speed, stability, and connectivity of your service, and can proactively try to fix your internet connection. If we need your help, we’ll notify you via SMS or push notifications.

In some cases, we may need your help to resolve the issue. This could include simple steps like restarting your equipment and checking cables. If the issue persists, we’ll help you book an appointment to resolve it.

SmartFix processes generally happen behind the scenes, but if we need your help with something we’ll send you a SmartFix link via SMS. Please ensure you keep your contact details updated in My Telstra or contact us, so we know how to reach you.

The link we send will look like this: https://fix.telstra.com/deeplink?action=resume&incident=INC00000000.

You can also download the My Telstra app to get push notifications about SmartFix events.

Customers with a Telstra Smart Modem (Version 1.1 and above) automatically have SmartFix on their service without doing anything. The Telstra Smart Modem provides enhanced monitoring and alerting capability which allows us to find and resolve issues proactively.

Find out more about different Telstra Smart Modem versions, or upgrade to the latest Telstra Smart Modem.

SmartFix detects issues affecting your internet connection but may not determine when there are issues with your home setup, like the internal wiring or local Wi-Fi. SmartFix will pick up issues where we’re confident a fix is required either by a fully automated process, or a process where we need your help to check a few things.

SmartFix will alert you when your Telstra Smart Modem goes offline, but there is unfortunately no way to determine whether your modem is offline due to an issue or was switched off on purpose. Please disregard the message if you’re not experiencing issues with your service. 

When an issue has been detected by SmartFix and we need to get in touch, the legal lessee on the account will be contacted via the mobile contact number we have for them. At this stage there are no notification preferences regarding whether these messages are sent or not, given we want to ensure we get your service up and running as soon as possible.

If you do not want to respond or troubleshoot, that’s okay too. Please disregard the notification. If at any point you would like to engage with the SmartFix notification, simply click on the link. Your response may help us resolve the issue.