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No internet connection yet although it has passed the installation time frame

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Level 1c

Hi

 

As mentioned, I still don't have internet connection although it has passed the installation time frame.

I have tried to call & use the online support but unable to reach anyone for support.

 

The installation status hasn't been updated so I am not sure what's the current status.

 

Please help as I need the internet connection asap as I am working from home right now.

 

Thanks.

 

Regards

Eric

16 REPLIES 16
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Moderator

Welcome to TPG Community,

You can private message to me your customer ID, username, service address and mobile number so i can check status here.

regards

JayeshP9

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Moderator

Thanks for providing details,Your ADSL2+ installation is already completed.

Can you tell me about where your modem is connected?

How many socket you have?

which modem are you using?

If you have multiple socket then you need to try one by one socket.

regards

JayeshP9.

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Level 1c

My response as below.

 

Can you tell me about where your modem is connected? Directly to the phone socket on the wall. I am not using any house phone.

How many socket you have? Only 1 socket.

which modem are you using? TDW9970

If you have multiple socket then you need to try one by one socket. Only 1 socket.

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Moderator

Yes,You need to  connect you DSL port ( gray colored )  of modem directlly to socket using white telephone cable. Tell me which light are ON after.

regards

JayeshP9.

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Level 1c

Only the power & wifi lights are ON.

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Moderator

Are sure that you have one socket? 

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Level 1c

I checked around the house, there is only 1.

 

Btw, yesterday I also received another phone text stating that TPG is contacting Telstra for an update on my installation & will be contacted on the next business day. 

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Moderator

Okay, Can you connect cable which coming from socket to one of Yellow port of router instead of DSL port?

Regards

JayeshP9.

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Level 1c

You mean the WLAN port?

 

Yes, I have tried each one of them (4 all together) and no changes on the light.