How do I fix an issue with my internet service?
If you’re having outages, connection issues, or slow speeds with your internet service, these simple troubleshooting steps can help.
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Check for outages
Find out if the area you’re in is currently affected by a service outage. -
Check your equipment
Make sure the modem’s power light is on and your cables are securely connected. -
Restart your devices
You’ve heard it before, but it really can help. Restart your modem and nbn™ connection box so they can reconnect.
Check for Wi-Fi issues
It’s easy to get confused, but your Telstra internet connection and Wi-Fi are two different things. Your connection to our network comes into your home like power, gas or hot water and stops at a wall plug. Wi-Fi sends that internet signal to your devices wirelessly.
In case the issue is being caused by Wi-Fi:
- 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
- Check you’re connecting to the right Wi-Fi network. If you’re not sure, follow the steps to connect to the right network
- If you only lose connection in certain parts of your home, or you’re having issues with speed, find out more about improving your home internet speed.
Still not working?
If you’ve tried the steps above and you’re still having issues, here are a few more tips:
- Check your ethernet cable is securely plugged into the yellow LAN port on your modem, and the ethernet port on your computer or device
- If none of the above works, use our smart troubleshooting tools to help us diagnose and resolve any issues impacting your service.
Popular topics
Frequently asked questions
Find the answers to help fix an issue with your internet service.
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To find out if the area you’re in is currently affected by a service outage, check for outages.
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You’ve heard it before, but it really can help. Restart your modem and your network connection device so they can reconnect.
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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.
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To learn about troubleshooting your Telstra Smart Modem, check out our comprehensive guide to setting up and troubleshooting your Telstra Smart Modem.
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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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