Nbn internet stopped working

[priyankawalder2]

My nbn was installed back in may and has been working since then. It has suddenly stopped working. I cant seem to get through the technical support team and was on hold for 25 mins after which I hung up.

[BasilDV]

Hi @priyankawalder2 

Welcome to TPG Community!

We were able to locate your account using your community details and tested the line, but was not able to detect any fault within the NBN network.

The NBN ARRIS NTD box shows that it's been stable, however, the modem is not communicating to it.

Could you check if the modem is properly connected to the NBN NTD box? Are you able to send us a picture with the setup and the light status of the modem/router?

BasilDV

[priyankawalder2]

Hi there, I have attached some pictures.

[BasilDV]

Thank you @priyankawalder2 

The yellow cable (Ethernet cable) connected on the back of the NBN Arris box. Is it connected to the WAN (Blue) port or to the LAN (Yellow) port of the modem/router?

What are the troubleshooting that you've done so far?

BasilDV

[priyankawalder2]

It is connected to the yellow port.
I restarted both the nbn box and the router. I also reset the router.

[priyankawalder2]

Attached a picture of what I get when I connect to the router on my laptop.

[Riezl]

Hi @priyankawalder2, can you check what specific port on the TPG modem the other end of the yellow cable is connected?

[priyankawalder2]

It is connected to LAN1.
Could someone to contact me on my phone please? It's been 2 days now since we dont have this working and it's really slow coordinating here. I have tried calling but have been on hold for 25 mins.