Quick Troubleshoot:

If you find all lights on the modem are in green but no internet, then it could be that the problem is related to no data being transmitted through the modem. Please connect your computer directly to the UNI-D port on your NBN connection box without the Telstra WiFi modem connected.

If this doesn’t fix your issue, follow these steps:

To immediately fix this issue, we suggest resetting your Telstra WiFi modem to the default settings.

Follow these steps:

Step 1: Locate the small rest-hole that’s usually located between the two USB ports. This can be found in the back of your modem.

Step 2: Find a pin that can be Inserted into the hole and continue to press for fifteen seconds straight.

Step 3: As you do this, all the lights on your modem will disappear at once and then reappear. At this point, your modem has successfully started to restore the default features and options.

Step 4: You are not done yet. The modem needs to reconfigure and sync, which means it will take up to 5 minutes to fully reconnect with the NBN lines. Your patience is much appreciated during this procedure.

There is another method you can follow if you still continue to find NBN connected but no internet.

See if the issue is being replicated on other devices as well.

If you have Fiber to Premises technology, do an isolation test, which will help you to figure out if the issue is with one particular device.

Here is how you can do that:

Step 1: Check the NBN box. Suppose it’s green and amber lights that you are seeing for Optical and UNI-D, respectively. In that case, that means there are data signals passing.

Step 2: Start by plugging a cable into the UNI-D1 port of the NBN BOX, then insert the other end of the cable into the WAN (COLOR RED) port of your modem.

Please plug the cable connected to your modem’s WAN port into your computer or laptop.

Step 3: If you find that your internet works when your device is connected directly to the NBN box, then there is a chance that the problem lies with your modem.

Step 4: If your internet connection isn’t still working, this means there’s a fault with the National Broadband Network service.

Note: It is important that when you perform the isolation test by putting the end of the UNI-D1 cable into the laptop’s Ethernet port, ensure that your LAN card is not broken and the drivers are updated. If not, there is a high chance that you may end up with the NBN box failing to detect the device.