If your Telstra WiFi modem connected but no internet, this guide contains an easy solution!
The Telstra modem might have properly established a connection with the NBN box but failed to produce Wi-Fi and network coverage for externally connected devices.
This guide will help you identify why the Telstra modem is offline and all possible solutions for restoring the online status.
If the Telstra modem is offline, check whether the connection with the NBN unit is proper and configure the GUI settings of the network unit. If the issue is still there, inspect the service connections.
Let’s learn more!
Why is the Telstra Smart Modem Connected But No Internet?
There are several factors involved in the connection in your Telstra smart modem setup, which can directly impact the internet supply and your Wi-Fi.
Here are the possible causes for the issues with the Telstra Wi-Fi modem:
Important: Test Your Broadband
It’s important to find out whether the issue affects only your Wi-Fi or the broadband connection, so you must test the connection on an Ethernet-connected device.
That would be the machine hardwired to your modem via Ethernet cable, so test whether you’ve got internet access there.
Note: If the problem only affects your Wi-Fi, then the problem is with your modem!
Telstra WiFi Modem Connected But No Internet – Fixed
Tip: Apply the following steps in chronological order.
1. Power Cycle the Modem & nbn
The first solution for issues with the Telstra network is to conduct a complete full power cycle procedure on your entire network equipment.
The power circulation will not erase anything but restart the operating system and refresh the internet supply from the NBN connection box.
How to Power Cycle the Telstra Modem?
- Optional: Check if the Telstra modem has a Power button.
- Optional: Press the power button to turn off the modem unit.
- Disconnect the modem’s power cable from the power outlet.
- Unplug the other end of the adapter from the modem’s port.
- Lastly, wait 60 seconds and reconnect Telstra’s power cable.
In the meantime…
How to Power Cycle Your NBN Box?
- Disconnect the power adapter of the NBN from power.
- Disconnect the power adapter from the NBN’s socket.
- Wait for 45 seconds while the NBN unit is unplugged.
- Reseat the power cable of the NBN unit on both ends.
- Wait until the connection box turns on and test Telstra.
Note: Verify that the power adapters of both devices are in proper condition!
2. Check the Service Connections
The multiple service connections present in the setup of the Telstra setup are essential to the strength and stability of the connection.
So, further inspection involves checking and verifying that each service connection is appropriately connected and possibly discovering the culprit.
Here are the mandatory service connections based on the Telstra service plan:
- Fibre connection between the NBN & service outlet (FTTB, FTTC & FTTN plan).
- Fixed wireless 3G, 4G or 5G connection of the NBN unit (Fixed Wireless plan).
- Physical Ethernet connection between the Telstra modem and your NBN box.
If either of these cable connections fails to function, the Telstra network will immediately lose reception and fail to supply the devices with the internet.
Let’s learn how to detect cable issues!
How to Detect Issues On Physical Cable Connections?
Watch out for the following conditions when inspecting the cables:
- Rips, cuts or frayed cables.
- Bent ends of the cable unit.
- Unsecured cable connector.
- Broken or bent connectors.
It is essential to know whenever a cable is potentially faulty, as this could uncover the cause of the problem.
The Telstra Wi-Fi modem must have a secure physical connection with the NBN to transmit data effectively and maintain the status of all hosted Wi-Fi network threads.
3. Inspect the Connecting Device
If your wireless devices fail to connect to the network, there could be a Wi-Fi issue with the connecting device.
So, multiple reliable and accessible methods exist to address connectivity issues by optimising and tweaking the device’s settings.
How to Troubleshoot Wi-Fi On Connecting Devices?
Follow these proven steps to address issues with Telstra’s Wi-Fi coverage:
- Re-activate the “Wi-Fi” feature in the device’s settings.
- Forget and re-add the Telstra modem’s Wi-Fi network.
- Relocate the Telstra modem to a more central position.
- Reset the network settings of the connecting device.
- Reduce the Wi-Fi bandwidth usage of the Telstra Wi-Fi.
The Telstra modem gateway supports multiple-threading, which means you will be eligible to join one from two networks on your wireless devices.
Reduce the utilisation of both threads to drop the overall bandwidth consumption of the network, thus improving the Wi-Fi performance.
Pro Tip: Disconnect all the connected Wi-Fi devices that you are not regularly using!
4. Identify Local Service Outages
There could be an ongoing outage that is deactivating the service of the NBN, thus, bringing the modem’s network offline as well.
There could be an NBN outage or a Telstra outage impacting your setup, resulting in a temporal reception loss of all locally connected third-party devices.
How to Check for Telstra Service Outages?
- Open the NBN Network Status Page on a connected device.
- Type in your full-service address and click “Check Address.”
- Wait until the tool loads and review ongoing service outages.
How to Check for NBN Service Outages?
- On a connected device, go to Telstra’s Status Page.
- Enter your Telstra service address and tap “Search.”
- Wait until the checker shows residential service loss.
Telstra service outages and maintenance differ from NBN reception losses and may impact your network differently.
An NBN outage can primarily affect Fixed Wireless installations, where the NBN does not physically connect with a fibre cable but uses 4G/5G cellular connectivity instead.
Note: In case of an ongoing outage, you can do nothing but wait!
5. Re-Configure Telstra’s Web GUI
If your wireless devices are failing to connect with the Telstra network, the next step is to edit the mandatory connection settings of Telstra within the modem’s GUI.
The device’s GUI (Graphics User Interface) provides access to both basic and advanced networking configuration settings.
How to Access Telstra Modem’s GUI?
- Connect your device via Ethernet or Wi-Fi to the Telstra network.
- Open a web browser and input “192.168.0.1” into the address tab.
- Use “admin” as a username and “Telstra” as a password (capital T).
- Navigate to the GUI’s dashboard and locate the settings section.
How to Edit Telstra Modem’s GUI Settings?
Info: To allow Telstra NBN connection, configure the PPPoE settings.
- Access the Telstra GUI on the connected device and sign in.
- Press “Broadband” on the top navigation panel of the menu.
- Scroll down and locate the “PPPoE Settings” and the fields.
- Input your Service Name at the top and input the password.
- Confirm the password by writing it again in the next section.
- Then, click the “SAVE” button at the bottom and exit the tab.
The Telstra GUI also allows configuring for “HOME,” “Wi-Fi,” “Content Sharing,” “Services,” and “User” settings, all accessible at the top navigation field of the home screen.
You must follow the on-screen prompts under the “Wi-Fi “section to customise your wireless network.
Tip: Always use “WPA” protection for your Telstra wireless protection!
6. Factory Reset the Telstra Modem
In case the Telstra internet issue is still there, it is recommended to revert the modem’s settings to factory default.
This can be achieved by conducting a factory reset on the network unit and erasing all GUI settings, Wi-Fi options and active external connections.
Warning: The data loss after a Telstra modem factory reset can’t be recovered!
Follow these steps to perform a factory reset on the Telstra modem:
- Verify that the Telstra modem is turned on.
- Locate the Reset button on the rear panel.
- Use a paperclip to push the Reset button.
- Hold the Reset button for a full 15 seconds.
- Release the button after the LEDs turn off.
- Wait until your modem finalises the reset.
Note: After completing the reset, refer to step #5 to manually adjust the PPPoE settings!
Quick Recap:
Whenever the Telstra WiFi modem is connected but no internet, power cycle the NBN unit and unplug the Telstra modem for 30 seconds.
If the issue is still there, re-configure the admin settings of the modem, inspect the service connections and factory reset Telstra.
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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.