Welcome to TPG Community!
We'd like to look into this and help with the resolution. We have located an account using your community details, but we'd like to make sure that we'll be working on the right account.
To send a PM, please refer to this link: How do I private message (PM) in the community
Thanks for sending the account details via PM, @sarahholmes88. Your NBN service has been installed and activated.
We have checked the status of your service and it appears that the NBN connection box is not detecting the router.
Are you able to double check your physical set up? Here's a link that can guide you: NBN Fibre To The Premise (NBN FTTP) Setup Guide
We'll wait for your response. Thank you.