Hi @nicoleennor86,
Welcome to the community!
For new services, we recommend customers to check first if their service has been installed and activated.
We have created this community article, which contains a video on How to track your TPG service installation
We also send an email notification once the service is activated.
If you have received this email and the service is still not working, we recommend to check if the equipment is properly set up and we have created setup guides for all technologies that TPG use : New Connection Setup Help
In your case, the service has been activated and the modem is getting a signal, but it is not communicating to our server. You can try to manually configure the settings of the modem to get an access to the internet.
We have created this article that may help resolve the issue, just go to Manually configuring modem (If required)
How to set up your TP-Link VR1600v modem
Should you need further assistance, feel free to search community for help or chat with us at https://www.tpg.com.au/support/contact/ and we'd be glad to assist you.
Hello, we got our modem today and are trying to get the internet to work, it is not working, is there anything else we need to do?
