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overton8788
Level 2

Internet has dropped out. Power light, 2.4G and 5G lights are on, but Internet and WAN lights are off.

Have 'troubleshooted' by turning off and on again, resetting, pulling out the cords and reconnecting, but nothing has worked. Your website says that there are no outages in our area either. Please fix this!!! We are paying for a non-service right now.

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Accepted Solutions
Ahra_G
Moderator

Hi @overton8788

 

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. - https://www.tpg.com.au/support/servicestatus

 

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

 

We have since raised this issue to our Engineering Team for further investigation. Please leave the modem connected and turned on for remote testing purposes. 

 

Updates will be communicated via phona call or SMS. 

 

We apologise for the inconvenience. 

 

Regards,

Ahra_G

View solution in original post

1 REPLY 1
Ahra_G
Moderator

Hi @overton8788

 

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. - https://www.tpg.com.au/support/servicestatus

 

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

 

We have since raised this issue to our Engineering Team for further investigation. Please leave the modem connected and turned on for remote testing purposes. 

 

Updates will be communicated via phona call or SMS. 

 

We apologise for the inconvenience. 

 

Regards,

Ahra_G

View solution in original post