Applies to: Telstra Smart Modem 3 with Starlink Standard Actuated and an Ethernet adapter, as shown in Telstra Guide 14. Not the newer Smart Modem 4 / Starlink Gen 3-router diagram.
Match your symptom
| What you see | What to do next |
|---|---|
| Trace the adapter path without unplugging it | Match the Ethernet adapter installation before treating missing Starlink Wi-Fi or a working 4G connection as evidence that the satellite path is healthy. |
| Separate first connection from mobile backup | Match the Ethernet adapter installation before treating missing Starlink Wi-Fi or a working 4G connection as evidence that the satellite path is healthy. |
| Use the Telstra network for the app check | Preserve the installed configuration and do not factory-reset either box to restore a missing Wi-Fi name. Do not interrupt active calls or connected alarms. If medical, fire, security or lift equipment depends on this connection, confirm compatibility with its provider before changing the setup. Inspect only safely accessible indoor cables; use an installer for elevated antenna work. |
Work through these checks
Trace the adapter path without unplugging it
Guide 14 pages 3–4 place the Ethernet adapter in the Starlink cable path and connect its Ethernet outlet to the Telstra modem’s red port. Record whether that adapter is present and the installed cable path. The newer Starlink router’s built-in Ethernet diagram is a different installation. Do not purchase an adapter from a generic photograph without matching your kit.
What the result means: Match the Ethernet adapter installation before treating missing Starlink Wi-Fi or a working 4G connection as evidence that the satellite path is healthy.
Separate first connection from mobile backup
Page 3 allows up to 15 minutes for an initial Smart Modem software update. Its built-in SIM can provide 4G backup before satellite connection or during a detected outage, where Telstra 4G coverage exists. A successful web page can therefore be using 4G rather than satellite. Record the service path shown by the modem or My Telstra and any backup notice. Do not apply Gen 4 LED colors to an unidentified Gen 3 modem.
What the result means: Match the Ethernet adapter installation before treating missing Starlink Wi-Fi or a working 4G connection as evidence that the satellite path is healthy.
Use the Telstra network for the app check
Page 5 uses the Telstra Wi-Fi details provided with the modem. Page 6 explains that Starlink Wi-Fi is deactivated in this carrier setup and that some Starlink app obstruction/outage diagnostics remain available through the Telstra Smart Modem. Record those diagnostics instead of factory-resetting to recover a Starlink Wi-Fi name. Keep phone-service symptoms separate from Wi-Fi connection symptoms.
What the result means: Preserve the installed configuration and do not factory-reset either box to restore a missing Wi-Fi name. Do not interrupt active calls or connected alarms. If medical, fire, security or lift equipment depends on this connection, confirm compatibility with its provider before changing the setup. Inspect only safely accessible indoor cables; use an installer for elevated antenna work.
When to stop and get help
Preserve the installed configuration and do not factory-reset either box to restore a missing Wi-Fi name. Do not interrupt active calls or connected alarms. If medical, fire, security or lift equipment depends on this connection, confirm compatibility with its provider before changing the setup. Inspect only safely accessible indoor cables; use an installer for elevated antenna work.
What to tell support
Match the Ethernet adapter installation before treating missing Starlink Wi-Fi or a working 4G connection as evidence that the satellite path is healthy.
Original troubleshooting guidance based on the official sources below. Menu names can change. This is an independent guide, not a manufacturer service bulletin or a bench-tested repair.