Hi @ellafreeman
Before attempting the troubleshooting steps, we recommend that you do the following below.
- Check our Service Status at https://www.tpg.com.au/servicestatus
- "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, there's a fault within the copper network which is why the ADSL on your modem is not lit up. The case is now being investigated by our Engineering team and an assigned Engineer will be in touch with you via SMS or phone call within 24 to 48 hours.
BasilDV
