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Internet not connecting.

Level 1
On our modem, the power and wifi lights are active. However, the internet light will not work. We have tried multiple times to reconnect (switching on and off and disconnecting/reconnecting etc) and have not had any luck and we have not been able to get through to Support team over the phone. Any help would be very much appreciated!

Hi @Avalon


Welcome to the community!


I am sorry to know that you're having connection issue with your service at the moment. I was able to locate your account using your community details and ran initial tests. Test result shows your service is not connected to our Network.


Please confirm if the modem/router is currently on. If modem/router's Internet Light is not turning on or flashing it means modem/router's settings is incorrect.


We did an article that will guide you setup your modem/router available here How to set up your TP-Link VR1600v modem


Let me know how it will go.




Hi @Avalon


Good day!

I can see that you have been in contact with one of our Technicians and advised that your modem/router has confirmed faulty; they arranged a modem/router that will be shipped today. Further details will be provided via SMS or Phone.

Let me know should you require further assistance.