If you’re wondering why the Telstra modem not working, then this guide will help you out!
The reason why the Telstra modem is failing to work could be due to utilisation errors or issues with the cable installation.
This guide will guide you through a complete inspection of the Telstra equipment and help you identify installation errors that cause the modem to encounter errors.
If your Telstra modem isn’t working correctly, you must first check if the direct or NBN service connection is in a stable condition. If the issue persists, perform a power cycle and force a reset Telstra modem to factory defaults.
So, let’s get started with the details!
Why is the Telstra Smart Modem Not Working?
To understand why the Telstra smart modem is failing to function optimally, the first step is to understand what could potentially cause issues with the network device.
So, let’s review an organised list that contains all possible issues that can occur with the Telstra smart modem.
Here’s why the Telstra smart modem is not working correctly:
When Telstra Modem Works Correctly?
You can determine the current condition or state of the Telstra modem by checking the LED indicator on the front of the modem.
If the Telstra modem works optimally and there are no encountered complications, all LED Indicators should be blue.
Tip: Check whether the “Internet” or “Coverage” indicators are red or orange!
Telstra Modem Not Working – Quick & Easy Solutions
Note: Telstra Smart Modem Generation 3 and all models released afterwards support the Wi-Fi 6 technology.
If you own a Telstra first or second-generation modem, a wired connection to an external router will be required to host and operate your home’s Wi-Fi network.
1. Power Cycle the Telstra Modem
You can address issues with the modem by temporarily deactivating the network device’s power supply and waiting until the electricity has fully drained.
This is a “power cycle” on the hardware of the Telstra modem, which will not erase anything but refresh the operating system entirely.
Here’s how to soft-reset and power cycle the Telstra modem:
- Optional: Check if the Telstra modem has a power button.
- Optional: Press and hold the button to turn off the modem.
- Disconnect the Power cable from the back of your modem.
- Next, wait for 60 seconds while the modem is discharging.
- Then, connect the adapter of the Telstra modem to power.
- Lastly, check if the modem is now functional and operating.
Remember that the LED lights may not change immediately after reconnecting the modem.
Telstra’s connection should be working as long as the frontal indicators remain solid blue.
Tip: Inspect the physical condition of the Telstra modem’s power adapter!
2. Reset Telstra’s Service Connection
The Telstra modem might have encountered an issue while attempting to decrypt the service fibre connection.
To address issues with the external provider service, you must reinstall the service cable from the NBN connection box, which will verify no loose or unplugged wires.
Info: The type of equipment and installation is based on your Telstra service plan!
How to Reset Service On FTTP, FTTC and HFC Equipment?
- Unplug the service cable from the back of the NBN box.
- Disconnect the other end of the cable from your modem.
- Wait for 60 seconds and reinstall the Fibre/Coax cable.
How to Reset Service On FTTN & FTTB Equipment?
- Identify the Fibre cable of Telstra plugged into the service outlet.
- Unplug the service cable from the outlet and the Telstra modem.
- Wait for 60 seconds and reconnect the fibre cable on both ends.
How to Reset Service On Telstra 4G Modem?
Verify that the Telstra 4G-operating modem is positioned in an open space and isn’t covered by isolators that can interrupt the cellular signal.
Besides the power adapter, the only cables that connect with the Telstra 4G modem are Ethernet and telephone jacks from third-party devices!
3. Inspect the Telstra Wiring Setup
There could be a fault with the cable installation of the modem, resulting in a bad connection or a red lamp on your modem.
Inspecting and correcting the mandatory cable connections of the Telstra Wi-Fi equipment is essential for re-stabilising the service and renewing the workability.
Telstra Modem FTTC Setup (FTTP, FTTC & HFC)
To set up a smart Telstra modem and an NBN box for FTTP (Fibre to the Premises) or HFC (Hybrid Fibre Coaxial) service plans, you will require the following equipment:
- A Coaxial/Fibre jack
- A yellow & red cord
- A free service outlet
- NBN connection box
- The Telstra modem
- Intact power adapter
To establish the connection, plug the NBN box into the service and electrical outlet first.
After that, connect the NBN box to the Telstra modem via the cable with yellow and red connectors.
Setup of Telstra Smart Modem (FTTN and FTTB)
For FTTN (Fibre to the Node) and FTTB (Fibre to the Building) services plans, you will require the following equipment:
- A Telstra power adapter.
- A service “Fibre” cable.
- Optional: telephone jack.
- Optional: Ethernet cable.
Connect the Telstra modem directly to the service and power outlet to set up.
Use the telephone or Ethernet ports for external device connections you wish to add to the LAN.
Setup of Telstra 4G Smart Modem
The Telstra 4G modem provides mobile and broadband connection wirelessly, hence, it only requires a power adapter to work.
There aren’t any mandatory connections besides the power cable, so a telephone jack and Ethernet cables are also optional.
Tip: Visit Telstra’s Product Setup for more inquiries about your cable installation!
4. Restore Telstra Modem to Defaults
If all else fails, the factory restoration is another proven solution for troubleshooting the Telstra modem.
Remember that the factory reset will erase all software configurations of the network device without creating a data backup or prompting you to save any existing data or settings.
Here’s how to perform a factory reset on the Telstra modem efficiently:
- Find the Reset button on the rear panel of the modem.
- Hold the reset button for 10 seconds to start the reset.
- Release the Reset button once all LED lights turn off.
Alert: Do not interact with the Telstra modems before the LED lights turn on again!
How to Fix When Telstra WiFi Modem Not Working?
If your Wi-Fi-compatible Telstra modem fails to produce Wi-Fi coverage in your home, there are some mandatory settings and connections to inspect.
1. Restart the Wi-Fi Protected Setup
The WPS setup is mandatory for all wireless Telstra modems transmitting Wi-Fi connectivity.
To verify that the wireless modem has established an external connection, press and hold the WPS button on the frontal panel of the modem for 15 seconds.
Info: If the modem has initiated the Wi-Fi-protected setup, you should notice the “Coverage” lamp blinking multiple times before establishing a connection.
2. Relocate Your Telstra Modem
Location and placement are vital for all Telstra WiFi-enabled modems, as this defines how solid and reliable the Wi-Fi connection will be.
Verify that the Telstra Wi-Fi modem is positioned in a central location and that there aren’t interfering devices nearby.
How to Avoid Wi-Fi Interference On Telstra?
Avoid placing the modem nearby of the following:
- Solid, thick or wooden walls.
- RF transmitters and radios.
- A nearby network modem.
- Metallic or reflective objects.
Note: Any device that transmits the same RF frequency can interfere with the Telstra modem and suppress the Wi-Fi signal produced by the device.
3. Reset the Modem’s Wi-Fi
Holding a specific combination of buttons on the WiFi-enabled modem allows for restoring all wireless connections to factory defaults.
To undergo this process on your Telstra modem, hold the Power and WPS buttons on the rear panel for 5 seconds to reset the Wi-Fi configuration.
Note: Once done with the reset, complete the initial setup of the Telstra device through the web graphic user interface.
4. Run the Telstra’s Troubleshooter
The Telstra smart troubleshooting tool can help you identify and diagnose issues with your setup, regardless of the service plan or installation.
The tool is accessible by all Telstra users with a licensed subscription as long as you’re registered in the provider’s database.
Here’s how to use the Telstra troubleshooting tool on your device:
- Access Telstra’s Smart Troubleshooting Tool page.
- Sign in to the Telstra Account by inserting the details.
- Click “Continue” and follow the necessary instructions.
Info: The tool will display relative information about your setup and conduct necessary tests to diagnose potential misconfigurations or improperly connected cables.
Quick Recap:
If your Telstra modem not working, power cycle the network device and inspect the cable installation of the modem.
If the issue persists, reconnect the modem from the nbn box or the service outlet and force a factory reset on Telstra’s system to resolve the problem.
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Finn Wheatley holds a Master’s Degree in Computer Science from UCL, London. He helped small data science consultancy firms, helping large corporations to grow their data capabilities, deploy advanced machine learning-based analytics and troubleshoot tech-related issues. Check out more about him here.