Problem after changing password in Quick Setup

[yumei]

Hi sir or madam,

Sorry to bother you.

After resetting the modem and change the password in Quick Setup on 192.168.1.1 and want to reconnect to wifi, there is a problem that displayed that "Your newly installed broadband equipment is waiting to be automatically configured." While having waiting for 2 hours, there is still displaying this information in the join website. Could you help me to tackle this configuration issue as soon as possible?

Thank your for your assistance. Look forward to your reply soon.

Yours sincerely,

Emma

[Riezl]

Hi @yumei,

Welcome to TPG Community!

We have located the account using the details you have provided via PM. Your router should automatically connect to our server, but if it is still not connecting, we may need to manually configure its settings. 

Are you aware on how to do this?

[yumei]

hi,

It still could not be connected even if I tried to reboot the modem again and still display configuration information shown in the attached picture like before. Could you help me to tackle this issue and whether to need manual assistance from your technical team? I have time for the whole day tomorrow if you arrange that and call me at 0420693442 in advance.

Thank you. Look forward to your reply soon.

Yours sincerely,
Emma

[Riezl]

We can see that your router is not connecting to our server, @yumei.

This support link may help you configure the router : https://www.tpg.com.au/support/nbn/setup/modem_support

1. Select the type of Router and Model. For TP Link C1200, please select the right Operating System as well.

2. Click View and you will be redirected to a PDF File.

3. Look for "Configuring Router". This will guide you in manually configuring the router settings by the use of your TPG username and account password.

Let us know should you need further assistance so we can organise a specialist to contact you.

[yumei]

Sorry to bother you again, @Riezl 

When I want to follow the configuration guide provided by you, I found that I failed to complete the physical connection in the attached first step when I connected the router with my Mac via Ethernet Cable and USB type C converter. After connected, there is no internet for me to open the browser "192.168.1.1". Furthermore, I tried to create Ethernet access for my Mac but it is failed because I have forgotten the username and password of PPPoE. Thus, I could not follow the guide given. Moreover, I have forgotten what to say in the Quick Reference Guide or Welcome Pack that came with my router three years ago so that could not do based on the right reference. Could you help me to tackle this issue or arrange a specialist to contact me as soon as possible?

Thank you for you assistance. Look forward to your reply soon.

Yours sincerely,

Emma

[Riezl]

We have arranged a technical specialist to contact you between 3PM and 6PM Victoria time today, @yumei.

[yumei]

Please call me at 0420693442 and I would wait for the contact from the specialist from 3pm to 6pm today. Thank you for your assistance.

[Riezl]

We have already notified our Technical Team, @yumei. Let us know should you have further queries.

[Riezl]

Hi @yumei, we have checked the status of your connection and it appears to be up and running now.

If you're still having issues, feel free to message us. Thank you.