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replacement of nbn connection box

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chrisltg01
Level 3

Dear TPG support team,

 
After we replace the TPG fault modem, the WAN light is still off. There is no internet.
 
PXL_20220301_054328821.jpg
 
Talked to one NBN engineer who help fixing my neighbour's network, he mentioned if the green light on NBN black box is off, then the NBN box is to replaced also.
 
PXL_20220301_054353819.jpg
Can we request to replace the NBN connection box.
 
Thanks.
 
Chris Li
1 ACCEPTED SOLUTION

Accepted Solutions
chrisltg01
Level 3

It's working right now. Thanks.

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5 REPLIES 5
BasilDV
Moderator

Hi @chrisltg01

 

Thanks for raising this to our attention.

 

The pictures you attached seems to be corrupted as we can't view it.

 

We'd like to confirm if the NBN Box is faulty for us to raise a fault and process a replacement.

Please send me a PM with your TPG username or customer ID number.

 

BasilDV

chrisltg01
Level 3

Thanks @BasilDV , the NBN engineer help replace the connection box already, it looks good, but internet access is still wating sync process,

 

"You newly installed broadband equipment is waiting to be automatically configured."

BasilDV
Moderator

Hi @chrisltg01

 

Glad that the NBN box has been replaced.

 

We checked your connection and it shows that the modem/router needs to be configured.

We've created an article that will guide you on how to do it.

Click on 'Configuring Modem (if required)' button for the instructions.

 

BasilDV

chrisltg01
Level 3

It's working right now. Thanks.

BasilDV
Moderator

Great!

 

Let us know if you need further assistance

 

Cheers!

BasilDV