no internet connection at new home

[jennifergled]

Hi there,

I was supposed to have internet set up by 23rd april. I recieved an email 29th april saying it was all working but i still have no internet connection and cannot get through to anyone on the phone or email. i really need the internet as with most people i am wfh, please come back to me asap? i have set everything up as instructed, the only thing i can think it could be my side is the router which is a huwaei and ADSL compatible but not specifically ADSL2+?

Thank you, 

jen

[David_M]

Hi @jennifergled 

Thanks for your query!

Let me have a look for you, and I will get back to you ASAP.

There is also a new ''TPG Mobile APP'' to help you with various trouble shooting and account issues, via a mobile phone app.
https://www.tpg.com.au/download

Regards,
David_M

[David_M]

Hi @

Your ADSL2+ service looks installed on our systems.

Do you have a telephone? If so, you will need to check there is DIALTONE at a phone socket and use your phone/modem from that socket.

Here is a guide to help you setup your ADSL.
https://community.tpg.com.au/t5/Broadband-Internet/ADSL2-Setup-Guide/td-p/20237

If there is no dialtone at any sockets, please let me know.

Also, it looks like you live in some units. This may require ''JUMPERING'' at the building main frame. There is sometimes an additional charge for this.

https://www.tpg.com.au/support/adsl2withhpsupport/installation-faq.php

Regards,
David_M

[jennifergled]

hi guys,

still no internet and no response. can you come back to me please?

thanks,

jen 

[David_M]

Hi @jennifergled 

I am escaleting this for you. We will be in touch or create a fault ticket for a tech to come out to your home.

Regards,

David_M

[jennifergled]

hi guys, 

still no internet after nearly 3 weeks. ive had two seperate engineers come out. neither could fix the problem or articluate in english properly what i should do next to fix the issue. please come back to me asap.

thanks,

jen 

[David_M]

Hi @jennifergled 

I have sent followup requests for action ASAP.

Thanks,