For customers experiencing any issues with their service, we recommend the best thing to do first is check if there's an outage affecting the network.
Check our Service Status at http://www.tpg.com.au/servicestatus for any known outages.
If you're on NBN, we have created this article that can guide you on How to Check for NBN Network Outage
If there are no known outages in your area, you can proceed with the troubleshooting steps indicated on this link : https://www.tpg.com.au/support/nbn-fttc/problems_connect_internet_nbn_fttc
In your case,we were unable to locate the account using your community details. We have PM'd you and you can reply to it should you still need assistance.