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no internet modem light are all on , no response from support

Fixit
Level 2
NBN modem lights indicate that all is working but no internet.
On the mytpg app is shows internet service is offline.
1. Tried calling tpg, got a recording response of "call later" with no actual time frame.
2. Opened a fault ticket through mytpg app, the ticket was marked as unresolved and complete... No response time frame or resolution provided.
3. sent them a message to contact me through the mytpg app, no response.
I am running out of ideas as to how I am supposed to get tpg to fix it!
7 REPLIES 7
Fixit
Level 2
Tried calling again but no aswer.
Followed all the instructions on the website including resetting the NBN Network Connection Device
Connecting directly to the router (via an cable), still nothing...
Attached is the pictures of both router and NBN Network Connection Device all showing as online, and a screenshot of the service showing as offline on the my tog app.
This is extremely frustrating!
Fixit
Level 2
Finally got through to tpg on the phone.
Apparently the issue is to do with the authentication of the modem with NBN.
This needs to be reset by tpg. Once they did this, nternet was restored. Hope it helps others with similar problem.
brewa
Level 2
I am having the exact same problem.

As you perfectly described the problem with screen shots I won’t create a new thread.

TPG can you please help?

I raised a fault in the TPG app but it’s still unresolved.
brewa
Level 2
What number and options did you choose to get to talk to someone at TPG?

I call up but just get the we are closed or we aren’t able to fulfil your request message.
Aozei
Level 2
Same here
BasilDV
Moderator

Hi @brewa

 

Welcome to the Community!

 

We tried to search for your account using your community details to no avail.

You may contact our Technical support team using the number here: https://www.tpg.com.au/support/contact for real time support.

 

If you are still unable to browse the internet, please send me a PM with your TPG username or customer ID number to assist you accordingly.

 

BasilDV

BasilDV
Moderator

Hi @Aozei

 

Welcome to the Community!

 

We'd like to look into your account for better understanding of the situation.

Please send me a PM with your TPG username or customer ID number to assist you accordingly.

 

BasilDV