Internet not working

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Level 1b
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!!! Smiley Sad
3 REPLIES 3
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Moderator

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

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Moderator

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

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Level 1b

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