No internet connection

[emilymarcellesm]

We've had no broadband internet connection since last night - power has not disconnected, no settings have been changed. Can you please troubleshoot?

Thanks

[Riezl]

Hi @emilymarcellesm,

Welcome to TPG Community!

We are sorry to know that your service has been interrupted and we'd like to help get to the bottom of this.

Please PM us your TPG customer ID, username and complete address so we can pull up the account.

To send a PM, please refer to this link: How do I private message (PM) in the community 

[Riezl]

Thanks for providing the account details via PM, @emilymarcellesm. We have checked the status of your connectio and we can see an issue with the line speed as well as your connection is dropping out.

Can you provide us the make and model of the modem you're using? Please also provide us the light status of the modem.

[emilymarcellesm]

TP-Link TD-W9970

[emilymarcellesm]

[Riezl]

We'll need to arrange one of our senior technical specialists to contact you for further assistance, @emilymarcellesm.

Please PM us your best contact number and most convenient time to receive a call. Thank you.

[Riezl]

Hi @emilymarcellesm, we have arranged a technical specialist to contact you tomorrow between 11AM to 12PM NSW time.

[Anonymous]

Hi @emilymarcellesm ,

We've seen that you have been in contact with one of our Technician and the line fault has been raised to our Engineering Team for further handling and investigation. Assessment usually takes 24-48hrs and updates will be provided when it becomes available via SMS or Phone call.

Let us know should you require further assistance.