No internet access

[Cory97]

Hi,
The service is active and it says I am all good to use internet, I just need to plug in the modem from TPG which I received this morning. And I have plugged the modem step-by-step, waited for 1hour. There are solid green lights on 2.5G and 5G; the internet light is reflecting orange.

[Ahra_G · Accepted solution]

Hi @Cory97, 

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 can see that the issue is now raised with our Engineering Team for further investigation. Please ensure to leave the modem connected and turned on for remote testing purposes. 

Updates will be communicated via phone call or SMS. 

Regards, 

Ahra_G