Telstra errors and common problems

Internet keeps dropping out: Outage, loose cable or modem needs a restart

Means

Telstra asks you to rule out an outage in your area first, then check the modem, its cables and the nbn connection box. It can't run remote checks on eero or bring-your-own modems.

First step

Check Telstra's outage page for your address. All steps

No mobile service: Outage, SIM or phone settings

Means

Telstra says lost reception can come from a network outage, a pre-paid service with no credit, a dirty or loose SIM, old phone software or wrong APN settings.

First step

Restart your phone. All steps

Can't sign in: Wrong password, lockout or missing code

Means

The My Telstra app locks you out after three wrong passwords in a row. Sign-in also fails if the one-time code goes to contact details that are out of date.

First step

Check your internet connection, and use the Telstra mobile network instead of WiFi for your first Telstra ID sign-in. All steps

Mobile data not working: Mobile Data off, Aeroplane Mode or outage

Means

Telstra lists Aeroplane Mode left on, Mobile Data switched off, a used-up data allowance and network outages as common reasons calls and data stop working.

First step

Check Telstra's outage page for your area. All steps

SOS only: Phone can't reach the mobile network

Means

Your phone can only make emergency calls because it has no normal connection to Telstra's network. Telstra points to weak coverage, Aeroplane Mode or a connection that needs a refresh.

First step

Move to a spot with stronger coverage and check Telstra's coverage map. All steps