No internet

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Level 3
We lost connection last night still not working
1 ACCEPTED SOLUTION

Accepted Solutions
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Level 3
28 REPLIES 28
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Moderator

Hi @robertsonklan6,

 

Welcome to TPG Community!

 

We have located the account using your community details. We'd like to perform further testing and we'll be needing your help.

 

Is the modem currently connected and on? Are you at home and available for troubleshooting?

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Level 3
Yes I'm home
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Moderator

Thanks for getting back to us, @robertsonklan6. Can you disconnect the modem completely out of the telephone socket and let us know once done so we can run the test?

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Level 3
Done
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Moderator

Thanks @robertsonklan6. You may reconnect the modem while we assess the test results and please make sure that all cables are properly connected. 

 

Please let us know once done. Thank you.

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Level 3
Cables are now reconnected.
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Moderator

Thanks @robertsonklan6. We have escalated the issue to our Engineering Team for further investigation and a case engineer will be in touch via SMS or phone call to discuss the progression of the case.

 

If there's a need for us to send a technician, you will be advised. For now, please leave everything connected and on as we'll need to run additional remote testing. Thank you for your help.

 

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Level 3
Sure 😪
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Moderator

Hi @robertsonklan6, we have checked the status of your connection and it shows up and running for more than 13 hours now.

 

Our Engineering Team is still monitoring your case and the case engineer may contact you for service confirmation.

 

Should you need further assistance, feel free to message us. Thank you.