No internet and phone line connection

[Kate1234]

Hi TPG,

I unplugged my modem and when I plugged it back in a few minutes late there was no longer internet or phone services working. The DSL light is flashing on and then turns off. The internet light isn’t turning in but the 2.4 and 5 Ghz lights are on. No one is able to ring our land line either. My household needs assistance as we have multiple students in the house and 2 of us work from home which is impossible to do as we need internet to complete our jobs. I have spoken to Tp-link support who have said this is an ISP issue. I have called the TPG support numbers (but unfortunately it is outside of business hours). I have watch the TPG troubleshooting videos but still no luck. We are desperate please help.

[Kate1234]

We also have a very flakey LAN connection. We have replaced the Ethernet cable multiple times. In order to have internet connection to our desktop at home we need to try multiple different LAN cable slots and restart the device multiple times since we received a new modem when NBN was being pushed across parts of WA. The old modem didn’t have this issue.

[BasilDV]

Hi @Kate1234

Before performing any troubleshooting, have you checked if your service was affected by an outage?

If not, check it here.

We'd like to run some line test if there's a fault that caused this.

Shoot me a PM with your TPG username or customer ID number to assist you.

BasilDV