ADSL line down

[melmow]

My internet has been down for over an hour. The wifi is connected but the ADSL light on the modem is off. I’ve tried power cycling the modem as well as a hard reset, disconnecting all wifi devices etc but still not working. Can’t get through on the phone. Is the line down? Thanks

[Mummbles]

Same here since around 12:30am Brisbane time.

Located Sunnybank Hills

[BasilDV]

Hi @melmow

Welcome to TPG Community!

We were able to locate your account using your community details and understand that you were able to reach our Tech team yesterday.

They've found out that the modem is not communicating to the ADSL server since the modem/router was reset to it's default settings. They've guided you on how to configure the modem/router and confirmed that the service is back.

If you need further assistance, please let us know.

BasilDV

[BasilDV]

Hi @Mummbles

Welcome to TPG Community!

We were able to locate your account using your community details and understand that you were able to reach our Tech team yesterday to report the issue.

They've detected a fault within the external copper line and the case was escalated to our Engineering team in order to request for a Telstra technician to resolve the issue.

Telstra have told us they have booked a technician to check your TPG service anytime between now and 04/Feb/2020. Your attendance is NOT required.

Further updates will be given by your assigned Engineer via SMS or phone call.

In the meantime, you may contact us if you have any queries and will forward it to them.

BasilDV