For customers experiencing any issues with their service, we recommend the best thing to do first is check if there's an outage.
Check our Service Status page 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 : Troubleshooting No Internet Connection
In your case, the issue has been escalated to our Engineering Team and they are coordinating the matter with NBN Co. to fast track the resolution.
You will receive further updates via SMS or phone regarding the progression of the case.
My NBN was connected this afternoon and the optical light went red as soon as I plugged the modem in. This has really soured my opinion of TPG and will be looking to get out of my contract if this can't be fixed quickly.