Hi @jen8311
Welcome to the Community!
Based on the lights on your Netgear modem, your modem is not authenticated. One possible reason for it is that the settings may have been reset. Thus, your modem may just need to be configured.
How to configure the modem?
- Ensure that your devices are connected to the network
- Access your modem setting by typing 192.168.1.1 or 192.168.0.1
- Login using "admin" for the username and the word "password" for the password.
- Under Advanced Tab, click Setup (the white one) and then select ADSL Settings
- Set Multiplexing Method to LLC-Based, VPI = 8 and VCI = 35
- Click Apply
- Click on Internet Setup under the same Setup section.
- Ensure that Encapsulation Type is set to PPPoE
- Login = TPG Username
- Password = Your TPG account password
- Save the settings by clicking Apply
If all settings are correct, you should be able to connect.
Take note that there are cases wherein your particular modem may have a different settings screen. So if it has a different configuration or if you're not familiar with how to configure your modem, we can have our Technical Team give you a call for assistance. In order for us to organize one, can you PM us your customer ID/username, your best contact number and preferred time for a call. I was able to pull up your account using your community details, but we're uncertain if we have the right match.
For your reference: How do I private message (PM) in the community
Regards,
