Getting started on the nbn™

Need Support?

Use our Get Help feature on the My Telstra App – available to download from App Store or Google Play.

Visit telstra.com.au/support/category/broadband/nbn/how-to for extra information on how to set up your self-install kit.

Available to download from: [App Store] [Google Play]

Contents

• Do you have any of the following alarms? (Page 4)
• Unplug all devices from your phone sockets (Page 6)
• These are the parts you need (Page 8)
• Identify your nbn Connection Box (Page 10)
• Set up steps (Page 12)
• Connect your device(s) via Wi-Fi (Page 14)
• Troubleshooting (Page 16)
• FAQs (Page 19)

Do you have any of the following alarms?

If not, please continue to page 6.

Monitored Fire Alarm

⚠️

Medical Alert Service

EMERGENCY ⚠️

Back-to-Base Security Alarm

⚠️

Emergency Lift Phone

⚠️

IF YES, STOP! ⚠️

Contact your equipment providers to check that services you rely on like medical, fire and security alarms will work on the nbn network. Additional information is on page 20.

Description of visual: An illustration of a person using a smartphone.

Unplug all devices from your phone sockets

Make sure you've disconnected all devices such as telephones, modems (including ADSL filters) and fax machines from your telephone wall sockets. After you've switched to the nbn, these sockets will no longer work.

Description of visual: Diagram showing a house with various devices (phone, fax, modem, ADSL filter) connected to wall sockets. A warning symbol is shown at a wall socket.

These are the parts you need

Telstra Smart Modem™ 3

Description of visual: Image of the Telstra Smart Modem™ 3.

Power adaptor

(pre-connected to modem)

Description of visual: Image of the power adaptor.

Cable with red and yellow ends (WAN)

(located in delivery box)

Description of visual: Image of the WAN cable.

Wi-Fi fridge magnet

Contains Wi-Fi Name and Password.

Description of visual: Image of the Wi-Fi fridge magnet.

Identify your nbn Connection Box

Your nbn Connection Box will look like one of these units (on the right) and will either be attached to the wall or as a stand-alone unit. Locate the port, make sure the power is switched on and continue on to the set up steps.

Fibre to the Premises (FTTP)

Remove the cover to locate the yellow UNI-D1 port on the underside of the nbn Connection Box.

Description of visual: Diagram of an FTTP nbn Connection Box with a yellow UNI-D1 port highlighted.

Fixed Wireless (FW)

Locate the UNI-D1 port on the underside of the nbn Connection Box.

Description of visual: Diagram of an FW nbn Connection Box with a UNI-D1 port highlighted.

Set up steps

Follow steps 1 - 4 to get connected. On first use, your Telstra Smart Modem may automatically update its software. This will take up to 15 minutes to complete.

Description of visual: Diagram illustrating the connection process: * Step 1: Connect the WAN cable (red/yellow ends) from the nbn Connection Box UNI-D1 port to the modem's WAN/DSL port. * Step 2: Connect the modem to the power adaptor and plug it into a wall socket. * Step 3: Connect a computer or wired home network using an Ethernet cable to one of the modem's LAN ports. * Step 4: Connect a phone using an existing phone cable to the modem's Phone port. A status indicator shows 'Connected!' with a solid green light on the modem. ✔️

Connect your device(s) via Wi-Fi

Search for the Wi-Fi name and enter the password shown on the fridge magnet.

Description of visual: A smartphone displaying Wi-Fi settings, showing Wi-Fi 1, Wi-Fi 2, Wi-Fi 3. A Telstra Smart Modem is shown emitting Wi-Fi signals.

Repeat steps to connect your other device(s) via Wi-Fi.

Change your Wi-Fi network and password.

Refer to page 20 for details.

Troubleshooting

Oh no! Something went wrong?

Here are a few tips to help you, but first, have you tried the following?

1. Switch it off and back on and then wait a few minutes, you would be amazed how many times this can sort a problem out.
2. Wi-Fi speed and other reception-related issues can be caused by the placement of your modem. Like your mobile phone, your Telstra Smart Modem needs good 4G reception to work in backup mode.
3. Make sure your modem is elevated and not placed near items like fridges, fish tanks, microwaves, etc, that can interfere with your Wi-Fi.

Still having issues?

Try our online troubleshooting tool, which can be found at fix.telstra.com

If you are still stuck then we are more than happy to help, just visit telstra.com.au/support where you can chat with us online.

For Telstra Smart Modem FAQ, please go to tel.st/smartmodem

Get support at telstra.com/help

Message us via the My Telstra™ app, available for download through Apple App Store and Google Play Store.

If you require more assistance, please call 133 933 (English).

For other languages, please visit: telstra.com.au/contact-us/multilingual-services

To recycle your old modem: telstra.com.au/climate/recycling

What do the lights mean on the Telstra Smart Modem?

Front Light Indicators:

• Powered on booting up.
• Connecting.
• MOBILE BACKUP connection (Data + Voice calls).
• nbn connection.

'Mobile Signal' strength indicator:

• Indicator lights on the back of the modem
• Great
• Good
• Limited Access

*Please move the modem for stronger signal strength on mobile backup connection. When you're in mobile backup mode, you may receive notifications from us via SMS or email.

What do the lights mean on the nbn FTTP Connection Box?

If the following lights on the nbn Connection Box or Optional Power Supply with Battery Backup unit are red, you may need to contact us for assistance. Before you do, we recommend that you switch the power to the connection box off, wait a few seconds and then switch the power back on. If the lights are still showing as red, please contact support teams via telstra.com/help or My Telstra App.

Update: Your nbn Connection Box has failed to download software.

Alarm: Your nbn Connection Box has a fault and is not working normally.

Optical Indicator: Your nbn Connection Box has lost connection with the fibre network.

Is your equipment plugged into the correct UNI-D port on the nbn Connection Box?

Most often, your nbn service will be connected using UNI-D port 1 but if you're not able to get your service working, try connecting your Telstra Smart Modem to UNI-D 2 - 4 ports. Allow about 60 seconds to see if the new port is active.

If your nbn service still does not work, please contact support teams via telstra.com/help or My Telstra App.

What do the lights mean on the nbn Fixed Wireless Connection Box?

If the Status Indicator or Outdoor Unit Indicator light on your nbn connection box is red, please contact support teams via telstra.com/help or My Telstra App.

Power Indicator: Green - Power on. No Power - Check nbn box is plugged in and switched on.

Status Indicator: Green - Normal operation. Green flashing - Device is in test mode. Amber flashing - Device is starting up. Solid Red - There is a system fault.

Outdoor Unit Indicator: Green - Online. Green flashing - Activity. Red - Offline. Red Flashing - There is an error.

Signal Indicator: Red - Low signal strength. Amber - Medium signal strength. Green - High signal strength.

FAQs

General nbn FAQs

Will I be able to use my telecommunications devices during set up?

During set up of your new nbn connection, you will temporarily lose access to your existing services, including your internet, telephone device(s) and medical, fire and security alarms. This means it's important you have an alternative form of communication handy during set-up, such as a charged mobile phone.

What happens to the nbn Connection Box and other equipment if I move?

All nbn supplied equipment is the property of nbn and should not be removed from your home.

I rely on a safety-critical device, do I need to do anything before I install the nbn?

If you use a medical alarm, fire alarm or lift emergency phone, contact your device provider to check that it will work on your new nbn service, or whether you'll need to find an alternative solution, such as a wireless/mobile alarm solution. You should register these devices with nbn by calling 1800 227 300 or visiting nbn.com.au/compatibility

Will my monitored security alarm work on my new nbn connection?

It's possible your monitored security alarm will work with your nbn service; however, you should check with your alarm provider before switching. You should also test your alarm on the day your new plan is activated. For more information, visit nbn.com.au/alarms

Will my devices work during a power blackout?

Devices connected to your nbn service will not work during a power blackout, so you should consider having an alternative form of communication handy, such as a charged mobile phone. If you have a safety-critical device like a medical alarm, fire alarm or lift emergency phone, speak to your device provider about alternative solutions before you install the nbn so you can keep your service active during a power blackout.

Change your Wi-Fi network and password

The Wi-Fi details we install at the factory are designed to be unique and above all secure, but we understand that you may want to change them to something else.

If you previously had an internet service with us or another provider, did you know you can re-use those old Wi-Fi network details (network name and password) on your new modem? This means all your devices will just automatically connect and you won't have to go around the house reconnecting everything.

Either way, to change your Wi-Fi details, ensure you are first connected to your home network and simply open a browser window and type in http://192.168.0.1

The user name is admin and the password is the same as the Wi-Fi password found on your new fridge magnet (don't worry, you can change these too if you like!).

Once you are logged in, click on the tab marked ‘Wi-Fi' and away you go... just don't forget to click 'Save' once you have made your changes.

Telstra Smart Wi-Fi™ Boosters

Improve Wi-Fi coverage in and around your premises. Smart Wi-Fi Boosters connect wirelessly to your modem to boost your Wi-Fi signal. They're great for larger and non-standard homes.

Description of visual: A floor plan showing a 'Smart Modem' and a 'Wi-Fi Booster' in a house layout.

Not sure if you need a booster?

Use the My Telstra app to check your Wi-Fi performance in and around your home.

Where can I purchase a Smart Wi-Fi Booster?

Visit your local Telstra store.

Purchase online at telstra.com.au/smartwifi

Purchase in the My Telstra app.

nbn™ is a trademark of nbn co limited and is used under licence.