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NBN installation is nightmare

Level 3
Finally, have the nbn technician came out to fix everything with the nbn box yesterday ( around 10am). He said wait for 30 mins, after the internet light on the modem turn to green, I will have internet. However, wait for whole day, it is still not working, so I called TPG, spent a 1.5 hours on phone, still cannot resolve the issue. ( appreciate the effort and patient of the hotline girl provided). This morning I have googled the issues, and solve the internet problem, but another issue come out.

- the nbn guy connected the modem wrongly, that was fixed last night on the phone with tpg
- the tpg girl taught me to reset the modem manually, but she thought I am using nbn Fttb, so the modem cannot be configured. This morning I found out mine is nbn hfc, using the configuration for it, then I can get the internet working.

However, the problem I have now is:
Once the internet working, my Sony digital TV is not working at the same time. I am unsure if this related to the nbn Internet?

I tried to reset the wireless on the tv, and it is connected to the modem now, but still no digital tv... what wrong with it? Before it is ok, the issue instantly happen when the nbn internet start to work.

Sigh... any help?

Hi @spiderchon, thanks for letting us know.


We have checked the status of your connection and it appears to be properly working at the moment. However, we'll have a specialist contact you to check the actual equipment set up and what can be done to resolve the issue.


Moreover, please send us a private message with your best contact number and available time to receive a call for troubleshooting.


Nonetheless, we'd like to set your expectation that if we are unable to detect any issues within our network after the troubleshooting, you may need to contact SONY so they can check the settings of your Digital TV. 


We'll wait for your contact details. Thank you.


Thanks for providing your contact details via PM, @spiderchon.


We've forwarded the information to our Technical Team and please expect to receive a call within the day.


You will be guided by one of our technical specialists on how you can completely connect your devices to internet , including how you can make/receive calls using the VOIP service and where to connect the telephone handset.


You may also check this featured article on our community page regarding where to plug your telephone handset with NBN.


Here's the link:

Furthermore, we'll also check what can be done to resolve the Digital TV issue.


Should you have further queries, feel free to drop us a message . Cheers!

Level 3

Steven, I offer my condolensences: 

Like you have had TPG ADSL for over 8 yearswith no issures, very disappointedwith NBN and TPG!

13 days ago  was forced to take Rudd's RUBBISH.

Had No phone since the first day connection.

Takes me between 40-50 minutes stuffing around each each morning  to get connected.  

Star rating  half a star  total crap

Only good news, THANK GOD,  I am not under contact.

Unlimited on my mobile,  looks like my option

Level 3

Got it on yet?


Good day @rjbiz.


Welcome to TPG Community!


The issue that was experienced by @spiderchon has been resolved by our Tech team. We were able to locate your account using your community details and learned that the case is being handled by our Engineering team.


I will chase this up with our Engineers and have someone to contact you within the day to discuss this further.


Kind regards,

Level 3

Thanks, good luck with that.

So far all the talking has been as good as MAN BOOB's


 I have nothing against anyone,  but have friends for a chat, 

The problem is not at my place,  I dont/need a chat, Just get it fixed.






We understand @rjbiz.


Our Engineering team has acknowledged my request and they'll be in touch within the day. Your experience is important to us and we will be keeping a close eye on your case and will provide you with updates where possible.


Thank you for your patience.

Level 3


Thanks for that,  just got a got a voice mail to phone 1300 number, No NAME  only

  Press 1  Press 2 ???????? (Fair suck of the salami  We also to have things to do)

 For any lucky enough to have a phone to use. Start using land line number TPG charge for 1300

Also, I have no patience,

I require a service, if not from  very shortly, someone else.


Hi @rjbiz,


The number that they've provided you was 131423 Option 2 + 1, which is a toll free number. It was also sent via SMS.


I will chase this up with them since they were able to detect that the internet seems to be working. Do you have any preferred time for them to try to contact you again to make sure that they'll be able to reach you?