Telstra Broadband Protect support

What is Telstra Broadband Protect?

Telstra Broadband Protect is an extra feature on eligible broadband plans that gives you protection on your home internet and Wi-Fi from websites hosting known malware, malicious content and scams.

Important

From 22 June 2023, we will be removing Broadband Protect as an inclusion in your home internet bundle. This means the parental controls content filter feature will no longer be available. The protection Broadband Protect provides against phishing and malware will still be available for devices connected to our home internet network. We still have your back with Telstra Advanced Cyber Security, our industry-leading cyber security measures help stop cyber threats and scams before they even get to you.

More about Broadband Protect

  • From time to time, we make updates to help simplify our products. The removal of Broadband Protect is to make way for a simpler security solution when you’re connected to our network. We’ll still help you stay protected from detected phishing and malware threats on devices connected to your Telstra home internet network.
     

  • When you’re connected to your Telstra home broadband internet via the default settings on your Telstra Smart Modem (Telstra’s Domain Name System or DNS), the network automatically blocks known websites hosting malware, malicious content and scams so that you can browse safely online. 

    So, when your devices are connected to your home Wi-Fi, and you try to access a known bad site, Telstra Broadband Protect will block the site. 

    The Parental Controls feature in Telstra Broadband Protect allows you to specify the sites you also wish to block, by age, category or URL.

    Telstra Broadband Protect won’t work if you’re internet connection is through a:

    • non-Telstra DNS network
    • VPN 
    • proxy server.

    Also, Telstra Broadband Protect won’t be available during a network outage or disruption when you’re connected to your Smart Modem’s 4G mobile backup.

    You can check your device to make sure it’s protected by Telstra Broadband Protect. 

    To learn more about cyber threats and greater protection, explore more ways stay safe online.   

  • Broadband Protection is automatically activated on your eligible home broadband internet plan through the Telstra Smart Modem. 

    Any device connected to your Telstra modem via Wi-Fi or cable is protected by scanning incoming traffic from the internet and blocking known websites hosting malware, malicious content and scams.

  • No, Telstra Broadband Protect won’t be available during a network outage or disruption when you’re connected to your Smart Modem’s 4G mobile backup.

  • No, you won’t see any noticeable impact on the speed and performance of your compatible devices as Telstra Broadband Protect is on Telstra’s network. 

  • No. Telstra Broadband Protect doesn’t keep a record of the sites you visit when using your home broadband connection. 

    It doesn’t monitor traffic, it just blocks access to sites known to serve malware, malicious content or scams.

Set up Broadband Protect

  • Telstra Broadband Protect is automatically included with an eligible Telstra home internet plan.  Read our eligible home internet plans. 

  • No. Telstra Broadband Protect offers you base-level protection on every device that's connected to your home broadband internet using your Telstra Smart Modem. 

    Broadband Protection is automatically configured to protect you against known harmful websites and content.

    You can also use the Parental Controls feature to specify additional sites you wish to block by age, category or URL.

    For even more protection on your device when you’re at home or away, see Device Protect.

Manage Broadband Protect

  • You can choose your level of protection for your home network and Wi-Fi with Broadband Protection and Parental Controls in the My Telstra app or in My Telstra.

     

    In the My Telstra app

    1. Open the My Telstra app and sign in using your Telstra ID
    2. Go to Services and select your internet service
    3. Scroll to Online Safety and select Manage
    4. Go to Manage Broadband Protect, follow the prompts and Save
    5. Turn on Parental Controls, then Manage Parental Controls, follow the prompts and Save.  

    In My Telstra in a browser

    1. Sign into My Telstra with your Telstra ID
    2. Go to Services and select Manage internet for your internet service
    3. Select Broadband connect and under Family Safety, turn on Parental Controls
    4. Select View/change for the setting you want, follow the prompts, and save 

  • We don’t recommend removing Telstra Broadband Protect. This will remove our security controls from your internet service.

    To remove:

    1. Call 13 22 00 and say “Telstra Broadband Protect” 
    2. Request the agent to remove the product Telstra Broadband Protect. 

  • If you cancel your internet plan your Telstra Broadband Protect will also be cancelled.

Parental Controls

  • By setting up Parental Controls you can manage the online content you and your family can watch on devices connected to your Telstra Smart Modem. 

    You can filter content by age, category, or specific websites.

    To set up and manage ParentaI Controls:

    In the My Telstra app

    1. Open the My Telstra app and sign in using your Telstra ID
    2. Go to Services and select your internet service
    3. Scroll to Online Safety and select Settings
    4. Turn on Parental Controls, then Manage Parental Controls.

    In the next screen:

    1. Under Protection settings: 
      1. you can choose from one of the preconfigured blocked content by age, or 
      2. choose Custom Protection to block content by category, or
      3. choose Allowed and blocked websites to manage by website
    2. Select Manage, follow the prompts then Save.
     

    In My Telstra in a browser

    1. Before you begin, make sure your device is connected to your home broadband network
    2. Sign in to My Telstra with your Telstra ID
    3. Go to Services and select Manage internet for your internet service
    4. Select Broadband connect and under Family Safety, turn on Parental Controls
    5. Set up Content Control, select View/Change, choose Low, Medium, High, or Custom, follow the prompts then save the changes
    6. Set up Access time restrictions, select View/Change, choose the day and time for the options Block internet access time and/or Homework time, follow the prompts to Add, then save the changes
    7. Set up Allowed and blocked websites, select View/Change, follow the prompts to Add, then save the changes.

  • You can set up specific times to

    • block internet access to all sites (except Telstra websites) under ‘Block internet access’
    • block internet access to known social networks and gaming websites under ‘Homework time’.

    In My Telstra in a browser

    Before you begin, make sure your device is connected to your home broadband network.

    1. Sign in to My Telstra with your Telstra ID
    2. Go to Services and select Manage internet for your internet service
    3. Go to Online Safety
    4. Under Plan details, go to Add-ons
    5. Under Telstra Broadband Protect select Manage Broadband Protect
    6. Under Family Safety, turn on Parental Controls
    7. Go to Access time restrictions, select View/Change
    8. Choose the day and time for the options Block internet access time and/or Homework time, follow the prompts to Add, then Save changes.

  • Check if Parental Controls is on and your settings have been saved in the My Telstra app or My Telstra in a browser.

    You must be on the Telstra network to receive the full protection of Telstra Broadband Protect. Make sure your device is using the Telstra network (Domain Name System or DNS).

    Also, Telstra Broadband Protect won’t be available during a network outage or disruption when you’re connected to your Smart Modem’s 4G mobile backup.

Troubleshooting

  • If you’re connected to the internet but can’t access a specific website, it could be because it has been blocked by: 

    • Broadband Protection as a suspicious website, hosting malware, malicious content or scams. You will be redirected to a block page with more information. If you think the website can be trusted, you can report it as ‘Safe’ and we’ll review it. 
    • Parental Controls - to remove the block, change your settings in the My Telstra app or via My Telstra in a browser.

    Depending on the level of encryption of the website, you may either see a “Secure Connection” browser error or a “Telstra Block page”.

    Good to know: 

    Telstra Broadband Protect won’t work if you’re internet connection is through a:

    • non-Telstra DNS network
    • VPN 
    • proxy server.

    Also, Telstra Broadband Protect won’t be available during a network outage or disruption when you’re connected to your Smart Modem’s 4G mobile backup.

    You can check your device to make sure it’s protected by Telstra Broadband Protect. 

    To learn more about cyber threats and greater protection, explore more ways stay safe online.   

  • Telstra Broadband Protect can only protect against known viruses and malware, not remove them once your devices are infected. Device Protect can help remove viruses and malware.  

    If you think you’ve been hacked or your devices have become infected with a virus or malware, find ways to recover from a cyber attack. 

    The Australian government also has information on cyber security and safety online.  

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