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.
I responded to your initial post located here.
The issue affecting the service has been escalated to our Engineering Team. We have identified that the issue is with the network controlled by the NBN co.
This unfortunately means only NBN co. technicians have the authority to fix this fault. The initial date provided is the earliest date available provided to us by our wholesale partner NBN. Further updates will be provided by one of our Engineers when it becomes available via SMS or Phone call.
We apologise for any inconvenience.
I have same issue. No internet and optical
light is red. Tried power cycle and reset. Waiting for support. Which is hoped in next 7 days. In restrictions and covid WFH. Very bad timing and support /nbn is useless.