Check your modem connection:

  • Is your modem power light on?
  • Make sure your modem is plugged into a power point that’s switched on, and that the modem’s power button (if it has one) is on
  • Check your modem’s power cables are inserted correctly


If you’re using Wi-Fi:

  • Check that your device’s Wi-Fi light is turned on. If it’s off press the Wi-Fi or WPS button to turn it back on
  • Check if you’re connecting to the right Wi-Fi network. 
  • Do you only lose connection in certain parts of the home? If so, you may have a poor Wi-Fi signal in those areas.


If you're using an Ethernet Cable:

  • Check your Ethernet cable is securely plugged into the yellow LAN port on your modem, and the Ethernet port on your computer or device.
  • Does your cable have any breaks, exposed wires or damage? If so, you need to replace it.
  • If you checked these and you still can’t connect, restart your device, and try connecting again.
  • If that doesn’t work, turn the device off completely for a few minutes, then turn it back on and try connecting


If more than one device is slow:

  • If multiple devices are slow or intermittent, turn them all off.
  • Then turn them back on one at a time: connect each one to the network and watch to see which one(s) slow down the connection.
  • If the connection problem only happens after you connect a specific device, then it’s probably that device - not your broadband connection.


Restart your modem:

  • Remove the power cable from your modem for 10 seconds, then plug it back in.
  • Wait 1-2 minutes for the modem to settle and go ‘green’, now check to see if your devices are connecting. This is a ‘reboot’ and can often solve connection problems.


What do my modem lights mean?

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


  • A solid green light usually means you’re connected to the internet.
  • 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.
  • A red light usually means it can’t connect to the network. Try rebooting your Modem.
  • A red online light can mean the modem can’t authenticate username and password.
  • 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.


Tried everything and still can’t connect?

If you’ve got an FTTP, Fixed Wireless or HFC nbn™ connection and you still can’t get your broadband working, let’s restart your nbn™ Connection Box.

For other fixed broadband connections or if you want to talk to someone to fix the issue contact us on:

  • 1300 4 HELLO (1300 443 556)