The tool below diagnoses the fault step by step. If it can't be fixed at home, it generates a Telstra call script — including everything you've already tried — so the call is faster and more productive. Telstra support: 13 22 00, available 24/7.
Most common causes are a modem needing a restart in the correct order, a loose cable, incorrect settings, or a network fault. Restart the NBN box first, then the modem. If the NBN box lights are red or off, call Telstra on 13 22 00 to lodge a network fault.
Telstra Smart Modem Gen 3 and 4 use 192.168.0.1 or try http://mygateway/ in your browser. Older Telstra modems may use 10.0.0.138. Type it into the browser address bar — not Google.
Call 13 22 00, available 24/7. Have your account number ready. If it's a network fault, ask specifically to lodge an NBN Co network fault and request a technician visit.
Some settings are locked by Telstra and managed remotely. If settings are greyed out, call Telstra to update them, or replace the modem with your own unlocked unit.
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