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Can't get new modem/router to connect to NBN

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Moderator

Thank you @andreaskoltai.

 

Is it a brand new device or you were using it from another provider?

 

May we know the other options that you have under the 'WAN Access Type'?

 

Kind regards,

BasilDV

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Level 1c

No this a brand new modem. My old Huawei modem died and I trying to replace it with this modem.

Other options under WAN Access types are ADSL VDSL Residential Gateway and USB.

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Moderator

Thank you @andreaskoltai.

 

Since your service is under the NBN HFC technology, can you please try to use 'VDSL' on your WAN Access type, VLAN ID=2 , PPPoE with correct TPG username and password.

 

Please reset the D-Link modem in order for you to start fresh,

 

Kind regards,

BasilDV

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Level 1c

Hi BasilDV,

I have changed the settings and it still doesn't connect. Assuming the username and password are the same as logging into the TPG website. here are my settings:

Screen Shot 2019-07-13 at 12.18.37 pm.pngScreen Shot 2019-07-13 at 12.19.45 pm.png

 

Thanks and kind regards 

Andy

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Moderator

Thank you @andreaskoltai.

 

The settings were already correct, but the modem is still not connecting.

 

Did you check the cables if it's properly connected to your NBN NTD ARRIS box?

 

Are you able to send a picture of the physical connection? We need to make sure that the cables are on the correct port.

 

Regards,

BasilDV

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Level 1c
It should be connected correctly. I connected it exactly like my old modem. The lan cable is connected to the Wan port of the modem.
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Moderator

Is the other end of the LAN cable connected to the UNI-D port of the NBN Arris Box, @andreaskoltai?

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Level 1c
Yes, there is only one port for the Lan cable.
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Moderator

It's very strange why the modem is still not connecting with our server.

 

We can see that a new equipment has been requested for you and it's on its way.

 

We may need to wait for it, but we also recommend that you contact the original equipment manufacturer for further assistance as they are more aware with regard to the modem settings.

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Moderator

Hi @andreaskoltai,

 

You will receive an SMS in regards with the shipping details of the modem/router. Let us know should you require further assistance.

 

Cheers!