--- title: "Telstra slow internet in Australia: tests, evidence and complaints · Kilobat Guides" url: "https://kilobat.app/guides/telstra-smart-modem-slow-internet-complaint" description: "Telstra internet slow or dropping out in Australia? Check equipment, compare tests, keep evidence and follow the complaint route." --- # Telstra slow internet in Australia: tests, evidence and complaints If your Telstra connection is slow or unreliable, start with these equipment checks. Then document a repeatable result and ask for a specific investigation. Applies to: Telstra Smart Modem Gen 4 (Mongoose, including the 5G version), Gen 3 (CobraXh) and Gen 2 (LH1000, DJA0231), menus as of 2026, and the My Telstra app. Telstra-supplied eero systems use their own app. · Checked: 3 November 2026 ## When this helps - You use Telstra in Australia. - Your connection is slower than expected, drops out or performs badly at certain times. ## Check your Telstra Smart Modem These checks apply to Telstra Smart Modem. Check the model before following its menus. 1. Check Telstra’s outage page for problems in your area. 2. In My Telstra, go to **Help › Get help with an issue** and pick the problem to run Telstra’s tests. 3. Check the front light. Green is connected, blue is mobile backup, red is no connection. 4. Sign in at `http://mymodem` to see the modem’s status page. ## Separate the service from your home Wi-Fi For the exact settings and supported equipment, see [the Telstra Smart Modem guide](https://kilobat.app/routers/telstra-smart-modem). Do not factory-reset the equipment as a first step. A reset can erase service settings and interrupt phone service. 1. Compare a wired connection to the router with Wi-Fi on the same device. 2. Repeat the same test server during the slowdown and at a quieter time. 3. Record download, upload, latency and whether another household device was using the connection. ## How to complain to Telstra Use [Telstra’s official support](https://www.telstra.com.au/support/internet-and-home-phone/fix-internet-issues) to report the fault. Request a formal complaint reference if it remains unresolved. Include the plan wording, dates, test conditions, previous references and the specific outcome you want. Ask for a written response. For the local escalation route and conditions, follow [the Australia complaint guide](https://kilobat.app/guides/slow-nbn-speeds-complaint). ## 11 November 2022 · Federal Court penalties The ACCC reported penalties of A$15 million for Telstra over misleading representations about certain NBN plans. The case concerned maximum attainable speeds and customer notification. This is historical context, not an open compensation offer or evidence about your current connection. It does not establish your eligibility. ## Collect the evidence with Kilobat On a Mac, Kilobat can record connection checks and produce a support report. Review the report and add your test conditions before sharing. The basic report export is free. [Kilobat Pro’s complaint wizard](https://kilobat.app/internet-complaint) helps assemble your evidence, impact and requested resolution into a draft you review and send. Measurements cover this Mac while monitoring ran. They cannot prove whole-home uptime, establish provider fault or replace a required official measurement procedure. ## Sources - [Telstra Support: How do I access and use my modem settings?](https://www.telstra.com.au/support/internet-and-home-phone/access-modem-settings) - [Telstra Support: Quick guide to help you identify your Telstra modem model](https://www.telstra.com.au/support/internet-and-home-phone/telstra-smart-modem-support) - [Telstra Support: Restart my modem or network connection device](https://www.telstra.com.au/support/internet-and-home-phone/restart-modem-and-network-connection-device) - [Telstra Support: What do the lights on my Telstra modem mean?](https://www.telstra.com.au/support/internet-and-home-phone/modem-lights) - [Telstra Support: Set up port forwarding](https://www.telstra.com.au/support/internet-and-home-phone/set-up-port-forwarding) - [Telstra Support: How do I set up and manage Internet Optimiser?](https://www.telstra.com.au/support/internet-and-home-phone/setup-internet-optimiser) - [Telstra Support: How do I set up Internet Optimiser to prioritise gaming or work?](https://www.telstra.com.au/support/internet-and-home-phone/prioritise-internet-optimiser-for-gaming-or-work) - [Telstra Support: Smart Wi-Fi Booster set up help](https://www.telstra.com.au/support/internet-and-home-phone/set-up-smart-wifi-booster) - [Telstra: Smart Wi-Fi Booster Gen 3 set-up guide (PDF)](https://www.telstra.com.au/content/dam/tcom/personal/aem-cloud-content-migration-assets/internet/Banners/Telstra-smart-wi-fi-booster-gen-3-set-up-guide.pdf) - [Telstra Support: Set up Telstra Smart Modem](https://www.telstra.com.au/support/internet-and-home-phone/setup-telstra-smart-modem) - [Telstra Support: Test and troubleshoot an issue with my internet](https://www.telstra.com.au/support/internet-and-home-phone/fix-internet-issues) - [Telstra Support: What is an IP address (dynamic and static)?](https://www.telstra.com.au/support/internet-and-home-phone/ip-address) - [11 November 2022 · Federal Court penalties](https://www.accc.gov.au/media-release/telcos-to-pay-a-total-of-335-million-for-misleading-statements-about-nbn-maximum-speeds) Checked on 3 November 2026. ## Related guides - [Internet slower than advertised? Test it before you complain](https://kilobat.app/guides/internet-slower-than-advertised): A low speed test is a starting point. - [Wi-Fi slow but Ethernet fast? Find the wireless bottleneck](https://kilobat.app/guides/wifi-slow-ethernet-fast): If the same device is consistently faster on Ethernet, investigate the wireless path first. - [Slow internet complaint letter: a template with the evidence to attach](https://kilobat.app/guides/broadband-complaint-letter): A useful complaint says what happened, how you tested it and what you want the provider to do next.