PendingDisconnect status

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Level 2

Hi 

Is there anyone can help me? It's been 3 days I have no internet connection. 
My modem is working fine but has no internet connection. The status is PendingDisconnect. The ADSL2 light on my modem does not turn on. 

I tried to contact TPG CS by phone, only robot speak recommending visit link blablabla. I could not talk to CS. 
I sent email two times to the TPG contact email and no response up to now. 

Here the screenshot of my modem page.
Thanks

1 ACCEPTED SOLUTION

Accepted Solutions
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Level 2

Thanks @Riezl for your help. 

View solution in original post

7 REPLIES 7
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Moderator

Hi @rischanlab,

 

Welcome to TPG Community!

 

We have located the account using your community details. We have checked the status of your connection and we can see a possible line fault causing the issue, but we'd like to make sure and perform further testing.

 

Is the modem currently connected and on? May we know if you're at home?

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Level 2

Yes, my model is always on. 
Since Saturday I did not get any response from TPG technical support. 
I don't know what should I do


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Moderator

Hi @rischanlab, we'd like to arrange one of our senior technical specialists to contact you for assistance.

 

Please PM us your best contact number and most convenient time to receive a call.

 

To send a PM, please refer to this link: How do I private message (PM) in the community 

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Moderator

Hi @rischanlab,

 

Thanks for sending us your details. We arranged one of our Technicians to contact you tomorrow between 10-12NN AEDST, make sure to keep your mobile phone available for the call and let us know how it will go.

 

Cheers!

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Moderator

Hi @rischanlab, we can see that you have been in touch with one of our technical specialists who escalated the issue to our Engineering Team. The team is working on sending a Telstra technician and you will be advised via SMS or phone call about the schedule.

 

If  you have further queries, please let us know. Thank you.

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Level 2

Thanks @Riezl for your help. 

View solution in original post

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Moderator

We can see that Telstra has committed to send a technician anytime between now and 12/Feb/2020.

 

Our Engineering Team will continue to monitor this and revert to you for any additional updates.

 

Thank you.