ADSL2 down for 3 days

[cecilialiu999]

Our ADSL2 is not working for last 3 days. Router testing shows failed to ping default gateway. Rebooted the router a few times got different gateway IP addresses, the best of luck was that the gateway responded with 3000ms+ latency with most of the time no response.  

Called TPG many times but no one answered the phone. Can someone look into this issue and advise when the issue can be resolved? BTW, my landline is not working neither. 

[Riezl]

Hi @cecilialiu999,

If you’re having the issue were  “CD”, “ADSL”, or “Link” light(s) on your ADSL modem/router is not lit up.

Your ADSL modem/router is unable to synchronise or connect with TPG over your telephone line.

The lights on the modem are usually flashing when trying to synchronise and steadily lit when synchronisation has successfully completed.

Before attempting the troubleshooting steps, TPG recommends that you:

1. Check our Service Status at https://www.tpg.com.au/support/problems_connect_internet.php

2. "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, a line fault has been identified and a Telstra technician will come out to fix the issue.