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5 common nbn issues (and how to fix them)

Smarter Writer
Smarter Team

A team of business and technology journalists and editors who write to help Australia’s community of small and medium businesses access the technology and know-how that helps solve problems and create opportunities.

Smarter Writer
Smarter Team

A team of business and technology journalists and editors who write to help Australia’s community of small and medium businesses access the technology and know-how that helps solve problems and create opportunities.

If you’re running a small business, a reliable internet connection is probably essential to your daily operation. Unfortunately, no technology is completely failsafe – and from time to time you may experience issues with your service.

We understand that when things go wrong, it’s vital for the function of your business to get issues resolved efficiently. Here, we run through five issues that nbn™ users may experience – and provide the most accessible solutions to deal with them.

If your business requires more in-depth troubleshooting once you’ve connected to nbn, you can utilise our 24/7 Concierge Tech Support service. When you connect with one of our representatives, they’ll take ownership of finding a solution and keep you informed of their progress until the issue is resolved. Their support covers everything from identifying ways to get you back online sooner, to ordering replacement hardware and walking you through the setup process. This continuity of service enables our dedicated account managers to form a deeper, ongoing understanding of your business and its technical needs, as they evolve. 

Q: How do I improve my WiFi coverage? 


If you’re experiencing issues with your wireless coverage, it’s best to start with the basics. Reboot your computer and modem to see if this resolves the issue.

If not, then the next step is to inspect the modem for any physical issues. If your modem has an antenna, make sure that it’s firmly connected and not damaged in any way.

It’s also essential to ensure that your modem is placed in an uncovered area where the signal can travel without interruption. Avoid putting it inside cupboards or stacking it in shelving units. Similarly, try not to situate the modem near dense objects that may interfere with its signal, like filing cabinets, brick walls, or even fish tanks.  

If you’re unsure where the best location to place your modem is, the Telstra Home Dashboard™ app can visualise WiFi coverage in your business to help you identify areas with poor coverage.

If you’re still experiencing issues, check for nearby sources of wireless interference. This could come from a microwave, cordless phone, or radio communication system that’s operating close by. If any of these devices are near the modem, relocate it to a place that’s as high up as you can find – on top of (but not inside) a cupboard, for example. If you need a hand using the app or working out the best way to improve you’re coverage, we’re here to help

Q: My upload or download speeds are slow on the nbn, how can I improve them?


The ability to consume and share data is essential to the operation of most businesses, so a speedy connection is a must-have. If you’re finding that your nbn connection has slowed there are some steps you can take to resolve the issue.

First, disconnect or switch off any devices currently using the WiFi network (don’t forget phones and tablets that may be connected).

Next, connect a computer to your broadband modem via LAN and close every program except for your web browser (this includes programs that may be running in the background, like Skype or Dropbox). Navigate to the Telstra Speed Test, choose the server that’s closest to your location, and run the diagnostics. Your results will be displayed in megabits per second (Mbps) with typical minimum speeds of 40MBps during business hours.

If your speeds are slower than this, disconnect your computer from your modem and instead connect it directly to the UNI-D port on your nbn connection box. Re-run the Telstra Speed Test and compare results.

If speeds improve, the issue may lie in the modem. Try returning it to factory settings and see if this resolves the issue. If not, follow the steps outlined in the question above to troubleshoot poor WiFi coverage, as interference with the signal may be impacting your internet speeds.

Q: Can I use my own modem to receive nbn service?    


Yes, you can BYO modem and use it with Telstra’s nbn service if you have hardware that you’d prefer to use within your business. Just make sure that it’s nbn-ready for full network compatibility.

Additionally, if you use or require a Telstra phone line at your business – you’ll need a Telstra Business Smart Modem™ for that service.

Q: I’m having trouble connecting a device to my wireless network. How do I resolve this?


In a connected business, it’s not uncommon to have many devices using the same WiFi network at the same time. Computers, phones, tablets, printers, and more are needed for many day-to-day tasks.

If you’re experiencing difficulty in connecting a device and you’re using a Telstra Gateway modem, try the following:

Open the browser on your computer and enter Telstra.gateway/ or the IP address in the navigation field. From here, access the WiFi administration panel by selecting the WiFi logo at the top of the page, and choose the field that says ‘WiFi Channel Selection’. Simply changing the channel that your WiFi is broadcasting on can fix many connectivity issues.

The Telstra preferred broadcast channels are 1,5,6 and 11 – but another one may suit your devices better. Select a new channel, press ‘apply’ to save your settings, and then try and reconnect your device.

Q: How do I change my WiFi network name and password?


Changing your network name and/or password is something that you can manage via the Telstra Gateway control panel.

To access the panel settings, open a web browser on your device and navigate to either Telstra.gateway/ or From here, select the WiFi tab, where you’ll find fields to change the name and network key.

If you’re changing the password, make sure to select something secure, with letters, numbers and characters, to protect your network. 

Got questions?

Talk to a dedicated member of our nbn team now.

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