Hi @Jenny1990,
For customers experiencing any issues with their service, we recommend the best thing to do first is check if there's an outage on the NBN network.
Check our Service Status for any known outages.
If you're on NBN, we have created this article that can guide you on How to Check for NBN Network Outage
If there are no known outages in your area, customers can proceed with the troubleshooting steps indicated on this link : https://www.tpg.com.au/support/nbn/troubleshooting
https://www.tpg.com.au/support/problems_connect_internet.php
Feel free to search community for help or contact us and we'd be glad to assist you.
