Username and password incorrect for PPoE setting

[JustinLiang]

Hi There,

My modem model is D-Link DIR-X5460 which could suit for TPG broadband.

I use the same combination as for logging in to the tpg website account, and phone app. But I cannot pass the internet connection setting. Please refer to the below photos

PS: I was trying two versions of username: xxxx and xxx@tpg.com.au. Both ways can't work. 

Could you please help me to solve this problem?

Regards,

Justin

[Ahra_G]

Hi @JustinLiang, 

We recommend to visit this article to check how to setup your modem: New Connection Setup Help

Otherwise, kindly provide us with your TPG account details via PM so we can assist and check the settings of the modem and your service. 

Thanks! 

Ahra_G

[patrickli988]

Hi Justin,
Do you manage to resolve this issue as I’m having the same problem too?
If you did, could you please advise what you did?
Thanks

[Shane]

Hi @patrickli988 ,

We suggest to check the article above as it has the step-by-step procedure to manually setup the modem. 

Let us know how it will go. 

Regards,

[patrickli988]

Hi Shane
I have tried several times using the procedure however I cannot get past the ISP username and password page as it constantly says it’s incorrect.

[Aubrey]

@patrickli988 are you able to login to your TPG online account just fine using same details though? 

[patrickli988]

Yes, logging into my TPG account with those details works fine.

[Aubrey]

Send us a private message with your details and let's take a closer look into your connection.