NO INTERNET CONNECTION THROUGH NBN FOR 1 MONTH - TK#13310291

[diegoagonca]

Hi guys

I am a new TPG customer since January of this year and have never had an internet connection. I have received 3 technical support at my home and many calls. I have tried 3 modems (1 TP-Link Archer 1600v, 2 TP-Link AX1500 ) for DSL and have purchased new cables and done all the configurations provided by the support team and additional ones I have found and nothing works.

Can anyone help me with this or is it better to switch to 5G internet?

TK#13310291

Thank you!

[david64]

Hi @diegoagonca . Considering the Archer VR1600, when you connect its DSL port to the telephone wall socket, does the DSL light come on?

When you bought the plan from TPG, did you ask for a VOIP phone function (Bundled NBN/VOIP plan), or did you get a Data Only plan without phone function?

Can you login to the VR1600 web admin function? 

Go to Advanced, Network, DSL.

You should see interface names starting pppoe_ptm_...

For each one, click Modify icon, take screenshot, then Cancel.

Attach the screenshots to your reply.

When you bought the plan from TPG, did you ask for a VOIP phone function (Bundled NBN/VOIP plan), or did you get a Data Only plan without phone function?

[Ahra_G]

Hi @diegoagonca,

We're here to help get your connection working asap. Send us a private message and we'll pull up your account. 

-Ahra_G

[diegoagonca]

Hello @david64 

Thank you for your replay!

When you bought the plan from TPG, did you ask for a VOIP phone function (Bundled NBN/VOIP plan), or did you get a Data Only plan without phone function?

R/= Yes it's unique plan available for my location, my previous ISP was AGL. They were initially able to resolve the issue. The internet was functioning correctly, but then one day, it stopped working.

Can you login to the VR1600 web admin function? 

R/= Yes, i can.

• VDSL
• VLAN ID = 2
• pppoe_ptm
• TPG username (xxxxx@tpg.com.au)
• Password (*********)
  Also i tried more settings

I already made all the configurations, even from the official TP Link support.

Today i received a call from support and tomorrow i'll have another technical support visit.

Thank you mate!

[david64]

@diegoagonca . The DSL interfaces:

pppoe_ptm_2_0_d   NBN/VOIP;  VLAN ID 2.

pppoe_ptm_0_0_d   Data Only, No VLAN ID.

For each interface, the Default Gateway value should be the same as the interface you are modifying.

On VR1600, does the DSL light come on?

In your picture, I can see the telephone cable has been nailed to the skirting board.  Can you use the spare phone cord to connect the VR1600 to the wall socket?

The VR1600 has a system log you can save on your computer as text file. You can copy and paste the text into your reply. Do reboot of router first.

[BasilDV]

Hi @diegoagonca 

If there's a scheduled visit, then it is being handled by our Engineers.

Let us know how it goes.

BasilDV

[diegoagonca]

@david64 Thanks for your replay!

• pppoe_ptm_2_0_d   NBN/VOIP;  VLAN ID 2.

  pppoe_ptm_0_0_d   Data Only, No VLAN ID.

  For each interface, the Default Gateway value should be the same as the interface you are modifying.

On VR1600, does the DSL light come on?

• In your picture, I can see the telephone cable has been nailed to the skirting board.  Can you use the spare phone cord to connect the VR1600 to the wall socket?
  • R/= I already changed thetelephone cable and i'm usingVR1600 modem.
• The VR1600 has a system log you can save on your computer as text file. You can copy and paste the text into your reply. Do reboot of router first.
• 2024-03-06 21:44:40 [6] PPP: ppp1 sent [PADI Host-Uniq(0x00004579)]
  2024-03-06 21:44:45 [6] PPP: ppp1 sent [PADI Host-Uniq(0x00004579)]
  2024-03-06 21:44:55 [6] PPP: ppp1 sent [PADI Host-Uniq(0x00004579)]
  2024-03-06 21:45:15 [3] PPP: ppp1 Timeout waiting for PADO packets
  2024-03-06 21:45:15 [3] PPP: ppp1
  2024-03-06 21:45:34 [6] PPP: ppp1 sent [PADI Host-Uniq(0x0000464b)]
  2024-03-06 21:45:39 [6] PPP: ppp1 sent [PADI Host-Uniq(0x0000464b)]
  2024-03-06 21:45:49 [6] PPP: ppp1 sent [PADI Host-Uniq(0x0000464b)]
  2024-03-06 21:46:09 [3] PPP: ppp1 Timeout waiting for PADO packets
  2024-03-06 21:46:09 [3] PPP: ppp1
  2024-03-06 21:46:28 [6] PPP: ppp1 sent [PADI Host-Uniq(0x0000471d)]
  2024-03-06 21:46:33 [6] PPP: ppp1 sent [PADI Host-Uniq(0x0000471d)]
  2024-03-06 21:46:43 [6] PPP: ppp1 sent [PADI Host-Uniq(0x0000471d)]
  2024-03-06 21:47:03 [3] PPP: ppp1 Timeout waiting for PADO packets
  2024-03-06 21:47:03 [3] PPP: ppp1
  2024-03-06 21:47:22 [6] PPP: ppp1 sent [PADI Host-Uniq(0x000047ef)]
  2024-03-06 21:47:27 [6] PPP: ppp1 sent [PADI Host-Uniq(0x000047ef)]
  2024-03-06 21:47:37 [6] PPP: ppp1 sent [PADI Host-Uniq(0x000047ef)]
  2024-03-06 21:47:43 [5] DHCPC: Send DISCOVER with request ip 0.0.0.0 and unicast flag 1
  2024-03-06 21:47:46 [5] DHCPC: Send DISCOVER with request ip 0.0.0.0 and unicast flag 1
  2024-03-06 21:47:49 [5] DHCPC: Send DISCOVER with request ip 0.0.0.0 and unicast flag 1
  2024-03-06 21:47:54 [5] DHCPC: Send DISCOVER with request ip 0.0.0.0 and unicast flag 0
  2024-03-06 21:47:57 [3] PPP: ppp1 Timeout waiting for PADO packets
  2024-03-06 21:47:57 [3] PPP: ppp1
  2024-03-06 21:47:57 [5] DHCPC: Send DISCOVER with request ip 0.0.0.0 and unicast flag 0
  2024-03-06 21:48:00 [5] DHCPC: Recv no OFFER, DHCP Service unavailable
  2024-03-06 21:48:16 [6] PPP: ppp1 sent [PADI Host-Uniq(0x000048c1)]

Today, I received support from NBN. The technician reconnected the service at the telecommunications box in my building.

Thank you guys!

[diegoagonca]

@BasilDV thank you for your replay

Today, I received support from NBN. The technician reconnected the service at the telecommunications box in my building. But the issues continue, may be i have to hire a A witchdoctor . hahaha

The NBN technician said that the problem was with the network configuration. This is likely the same issue that I was experiencing with AGL. When I cancelled my service with AGL, the network configuration was not reset, which prevented me from getting internet service from any provider.

Thank you!

[david64]

@diegoagonca . So, still not working?

In the picture, the DSL light is On so router is receiving a signal from FTTB equipment.

Are you still getting messages like this?

DHCPC: Send DISCOVER with request ip 0.0.0.0 and unicast flag 0
PPP: ppp1 Timeout waiting for PADO packets
PPP: ppp1
DHCPC: Send DISCOVER with request ip 0.0.0.0 and unicast flag 0
DHCPC: Recv no OFFER, DHCP Service unavailable

I've attached the DSL connections from my VR1600, which might be a bit different from VX220.

pppoe_ptm_2_0_d   NBN/VOIP;  VLAN ID 2.

pppoe_ptm_0_0_d   Data Only, No VLAN ID.

Your VX220 might only have one DSL connection configured, the one in your picture.

I note that VLAN ID is not enabled.

As I said above, NBN/VOIP plan needs VLAN ID 2. Data Only plan does not use it.

If you are unsure, try it both ways.

[diegoagonca · Accepted solution]

Hi guys!

@david64, thank you so much for your help.

Yesterday, I received an SMS from TPG about emergency works. I supposed that it was for a reset of routers. Right now, my internet is working.

Thank you!