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Nbn internet has stopped working

Level 2
Hi, had nbn installed in march but it stopped working last night. I have tried restarting the modem multiple times but the internet icon doesnt light up. Please help?



Welcome to TPG Community! Please PM me your TPG username, CID or mobile phone number so I can look at your service.

kind regards


Hi @yuunit64 

    Looking at your account now 




Hi @yuunit64 


     I can see your router not plugged into NCD Correctly, when you available, please send me a PM, I will guide you through. 






    Please follow this guide   


2. Your TPG Modem:



Tip! Check your modem delivery status here 


3. An NBN Network Connection Device, or NCD for short:



You should also make sure there are 2 available electrical outlets near your telephone wall socket. If your home has been connected to the NBN before, there may already be an Network Connection Device plugged in at your premises. If not, a new Network Connection Device will be delivered to you along with your modem.


Connecting your equipment


First things first, make sure your Network Connection Device is plugged in correctly. 







1. Connect the supplied power cable from the Network Connection Device to your power point

2. Connect the supplied phone cable from the Network Connection Device straight into the phone socket on the wall.


Important! Do not use a line filter/splitter (from your old ADSL service) when plugging in the Network Connection Device. 





Now it’s time to plug in your TPG modem


1. First, use the supplied Ethernet cable to connect your modem’s WAN port to the Gateway port on your Network Connection Device. (This is the blue cable in the diagram below marked with a 2)




2. Next, use the power cable to connect the Power port to an electrical outlet (marked with a 1 in the diagram)


3. Finally, make sure the electrical outlets for both devices are switched on, then allow 15 minutes for your modem to boot up and configure automatically.


The initial setup is now complete!


Check the lights on your Network Connection Device


Once you’re done with the above steps, check the lights on your Network Connection Device. If any lights are off or red, make sure that your cables are plugged in securely. You may need to plug your NCD into a different telephone wall socket if your home has more than one.

Once all the lights are blue or amber, you can start connecting your devices and get online.


Note: An amber LAN light should not prevent a successful connection, but you’ll need to call us if the Connection light is red.


Connecting your devices 


You can use additional Ethernet cables to connect other devices such as laptops or gaming consoles to any of the 4 yellow LAN ports.



Or you can just connect devices via WiFi. You’ll find the WiFi name and password on your modem’s barcode sticker.


That’s all there is to it! If you have any trouble getting online, reach out on TPG Community or give us a call on 13 14 23 and we’ll be happy to help.