New installation completed but no internet for ADSL2+ connection

[bhavanarpuri]

I received a call from tpg that the installation of internet service at my new address is completed. So I connected the modem and saw that there is no internet access yet. I configured the modem again but no change.

[david64]

This is ADSL connection? Is the router from TPG? Is it a TPLink TD-W9970?

When you turn the router on, the second light (DSL) should flash while it negotiates with the exchange. If the light is off or flashes forever, there could be a line fault. TPG will arrange with Telstra to fix this.

If DSL light is on, you need to check the settings provided by TPG.

Is there another telephone outlet you can check?

Do you have a landline telephone service? Does it get a dial tone?

[BasilDV]

Hi @bhavanarpuri

Before attempting the troubleshooting steps, we recommend that you do the following below.

• Check our Service Status at https://www.tpg.com.au/servicestatus
• "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've tested the line and there's a possible fault within the copper line. We've raised the case with our Engineering team and an assigned Engineer will be in touch with you via SMS or phone call within 24 to 48 hours.

BasilDV