Internet not working

[Ribby1214]

Hi Support,
The NBN technician came in to install the connection box today and I received the email that the NBN is now active. However, the “online” light on the connection box keep flashing. I followed the instructions to set up the NBN HFC but there’s no internet. The ADSL is now cut off and I have no internet?! I’m working from home ,please help!!! I can’t lose my job because of this!!!

[BryanR]

Hi @Ribby1214 ,

Could you please send me a PM (private message) with your CID (customer identication number) or your mobile phone number so can look at this service for you

Thanks

Regards

Bryan

[BryanR]

Hi@Ribby1214 ,

The service is " Change in Progress" so must be close to being active.

All lights on the NBN HFC NCD (Network Connection Device - Black Box Arris) need to be green.

In the meantime you can try the below and if unsuccessful again in a couple of hours:

Try a reset of the NBN HFC NCD (Network Connection Device - Black Box Arris).

On the back of the NCD-Black box there is an reset button (needs a pin clip to press) Press this and count to five, all LEDS should go out and then reset to green.   

Once Modem gets WAN connection, then retry web browsing.

 "

Watch our short video guide on how to set up your NBN HFC service. Visit https://link.tpg.com.au/tsaoQD "

Keep safe

Regards 

Bryan

[Ribby1214]

Hi Bryan, 

I believe the CID is 5764533. If not, my mobile is 0430112809.

Thank you so much for your help in advance!!!

regards,

Ribert