TPG Community

Get online support

Internet not working.. Line apparently cut?

Highlighted
Level 1b
Level 1b

Hi,

Ticket number #10XXXXXX.
I waited for two weeks for my ADSL2+ to be installed after being told that my case would be escalated. It was apparently installed yesterday but with absolutely no updates from the technician or TPG and waited for 4 hours expecting someone to come to the unit as that what’s was specified. I waited for a call today and wasn’t able to answer because of work, never received a call back so had to call again myself. Now I’m being told that the line is cut and we need to pay $60 to repair something we’ve had absolutely nothing to do with? We moved into this apartment two weeks ago.

I have been told we’ll be contacted again in 24 hours and I have no idea about what exactly. TPG’s communication during this whole process has been lacking and I have no idea why I even paid for this installation that doesn’t exist. Can this please be sorted out immediately?

1 REPLY 1
Moderator

Welcome to the Community @

 

If you’re having the issue were  “CD”, “ADSL”, or “Link” light(s) on your ADSL modem/router is not lit up.

 

Your ADSL modem/router is unable to synchronise or connect with TPG over your telephone line.

 

The lights on the modem are usually flashing when trying to synchronise and steadily lit when synchronisation has successfully completed.

 

Before attempting the troubleshooting steps, TPG recommends that you:

 

1. Check our Service Status at https://www.tpg.com.au/servicestatus

2. "Power cycle" your ADSL modem. This means turning your modem off and waiting for one minute before turning it back on again. This allows your modem to reestablish connection to our server.

 

If you are still unable to connect to the Internet, you can proceed with the troubleshooting steps indicated on this link: https://www.tpg.com.au/support/problems_connect_internet.php

 

In your case, we sent a TPG technician and fixed the issue within the line.

 

BasilDV