Frequently asked questions about home internet

Find the answers to common questions about setting up, using, and troubleshooting your internet service.

  • Check your in-store paperwork or your email inbox for confirmation and the next steps from us. If you ordered online, we’ll send you an order reference number via your preferred contact method.

    If you have a Telstra ID, you can check the progress of your order and appointment times through My Telstra in a browser, or the My Telstra app. You can also use our order tracking tool.  

  • To learn about setting up your Telstra Smart Modem, check out our comprehensive guide to setting up and troubleshooting your Telstra Smart Modem. 

  • If you received a Telstra Gateway Frontier or Telstra Smart Modem, you can plug it in and connect to the internet when you receive it. If it’s any other kind of Telstra-supplied modem, make sure your home broadband connection is active before you plug it in.

    Check to see if your internet has been activated, or view the status of your order and track your equipment delivery using our online order tracker

    Some broadband technologies have different requirements when connecting your modem. 

    Quick guides

  • In many cases, you can do it yourself by following the instructions in the Telstra Self-Installation Kit.

    We recommend installation by a Telstra technician if you have a complex setup, you need additional wall sockets installed, you’re a Medical Priority Assistance customer, or if you’re simply not comfortable setting up on your own.

    A Professional Installation by a Telstra Technician usually costs $240. Some exceptions apply and there may be other charges, depending on work required.

    Your technician will discuss the charges with you before completing the work.

    • This fee is additional to any standard activation fees.
    • For complex or non-standard work including additional connection points, Fee for Service charges may also apply. Your technician will provide a quote for these prior to doing any work. 

  • If a technician is booked in as part of your new connection, take a look at important information about your appointment. 

  • It depends on your modem, but this is a general guide to what each light means: 

    1. A solid green light usually means you’re connected to the internet.
    2. A blinking green light usually means that data is being transmitted through the connection, so if the Wi-Fi light is blinking green, it means a device is already ‘talking’ to your modem.
    3. A red light usually means it can’t connect to the network. Try rebooting your modem.
    4. A red online light can mean the modem can’t authenticate username and password.
    5. A blue light usually means services are attempting to connect to the network. Allow up to 10 minutes for services to connect. If this does not occur, reboot your Telstra-supplied modem. 

  • For specific information about the lights on your connection device, check out your connection type - FTTP, Fixed Wireless or  HFC.

Access

  • Every Wi-Fi network has a default name and password, also known as an ‘SSID’ and network key. You can find these on the Wi-Fi security card supplied with your modem, or on the modem’s label. For added security, you can change these to a name and password of your choice.

    1. On your computer or tablet, connect to your Wi-Fi home network and open a web browser
    2. Enter the correct URL and IP address for your modem:
    3. For ADSL/cable/nbn compatible modems with an adapter – enter http://10.0.0.138 or http://telstra.gateway/
    4. For cable modems without adapter - enter http://192.166.0.1 or http://telstra.gateway/
    5. For Telstra Smart Modem™ or Telstra Gateway Frontier® enter http://192.168.0.1 or http://mygateway/
    6. Sign in to the control panel. The username is admin and the default password is Telstra for Telstra Smart Modem 1.1 and Gen 2. For Telstra Smart Modem Gen 3, the password is the same as the Wi-Fi password found on the bottom of your modem
    7. Choose Wi-Fi from the menu at the top of the screen
    8. Enter your changes into the Wi-Fi Name (SSID) and Wi-Fi Security Key fields
    9. Select Apply to save the changes.

  • Every Wi-Fi network has a default name and password, also known as an ‘SSID’ and network key. You can find these on the Wi-Fi security card supplied with your modem, or on the modem’s label. For added security, you can change these to a name and password of your choice. Please see the instructions that came with your non-Telstra modem. 

Fix

  • To find out if the area you’re in is currently affected by a service outage, check for outages. 

  • You’ve heard it before, but it really can help. Restart your modem and your network connection device so they can reconnect.

    Learn how to restart your devices

  • We’ve compiled a list of tips to try and help your connection speed. Find out what you can do to improve your connection at home.

  • To learn about troubleshooting your Telstra Smart Modem, check out our comprehensive guide to setting up and troubleshooting your Telstra Smart Modem. 

  • The battery supplied during the initial nbn install has a two year warranty which starts when the nbn Battery Power Unit is installed at your premises.

    • If the battery needs replacing within the two year warranty period, Telstra will apply a $39 credit to your account and you can buy a new battery from any major battery supplier
    • If your battery is out of warranty, you’ll need to buy and install a replacement battery to ensure the back-up unit continues operating during a power outage.

    A list of battery suppliers in each state and information about how to install the replacement battery can be found in the Fibre User Guide provided by nbn at the time of installation, or online at nbnco.com.au/battery. Some suppliers provide an in-home replacement service.

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