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NBN upgrade No Internet

Level 1a
Hi Team,
Technician installed NBN setup yesterday after which there is no internet from more than 15 hrs now. Please help on priority.
Thanks
Tariq
6 REPLIES 6
Moderator

Hi @tareq21m

 

Welcome to the Community!

 

Using your community details, I was able to pull up your account. I found out that the NBN technician installed the NCD box yesterday. NBNCo has confirmed that the NCD box is active on their system. However, the order is not fully completed because NBNCo was not able to detect a compatible NBN VDSL2 modem yet.

 

Based on the tickets that I reviewed, you didn't originally receive a modem from us for the NBN FTTC service. I can see that you've spoken to one of our Customer Specialists earlier and there's an outstanding request to send you an NBN compatible modem.

 

Since your NBN order is not completed yet, there's a possibility that ADSL service may still work. You can try to reconnect your ADSL modem to the phone socket and see how it goes. You need to unplug the NCD box from the phone socket to avoid conflict. If the ADSL service works, then you can leave the connection setup on ADSL while waiting for the NBN modem to arrive.

 

Regards,

Highlighted
Level 1a

Hi Team,

 

No, ADSL isnt working anymore.

Moderator

Hi tareq21m,

 

Too bad. I was hoping that we can use the ADSL connection while waiting for the modem to be sent to you.

 

I'll chase up on the reshipment of your modem and we'll provide you the consignment number once it's available.

 

Regards,

Level 1a

Hi Team,

 

When can I expect the modem to be delivered, Its already been 3 days now.

 

Thanks 

Tariq

Moderator

Hi @tareq21m

 

I just got word that your modem has been dispatched via Startrack. I just sent you an SMS providing the consignment number.

 

For delivery details, you can check the status via Startrack's website at https://startrack.com.au. You may also contact them by dialing 132345.

 

 

Regards,

Moderator

Hi @tareq21m

 

We've checked the status of the delivery of the modem and we can see that it was already delivered today.

 

For a guide on how to setup the modem, please visit this link: NBN Fibre to the Curb (FTTC) Setup Guide

 

Should you still need further assistance, let us know.

 

Regards,