NBN TPLink VR1600 no internet no phone signal

[qinlinni123]

This is day4 I am asking for supports to fix my NBN and New modem set up problem. I have a master degree of Data Science on IT. Pls stop emailing and telling me which one is Ethernet cable used to connect the NBN connector and TPlink modem. I repeat the status of your router here one more time. Lights of power, 2.4/5G, WAN and LANs work fine. Lights not working neither flashing for phone1/2 and internet no matter how long I connected both NBN connector and router. I tried manually set up, reboot and reset the router. Internet and phone still cannot work.
Four days....no one call me back to discuss this issue. If everthing works fine on your server end as your tech team said in the emails, should anyone doubt that the problem might be your router? Justin from community help me to push and list my issue as an urgent one this afternoon and told me some technician would call me ASAP. Before 6pm, no calls from TPG.
I paid for the internet but your products/supporting system don't work fine.

[Riezl]

We're sorry to know that your service is still not working and we apologise for the inconvenience this is causing you, @qinlinni123.

We have located the account using your community details and we can see that you have been in touch with one of our technical specialists who escalated the issue to our Engineering Team.

We have made a follow up and we'll have the case engineer contact you to discuss the progression of the case.

Let us know via PM should you have a preferred contact number and time.

[Will]

Hi @qinlinni123

Our records show that you have already agreed via SMS on the booked technician appointment. Additional updates about the case and the outcome of the technician visit will be communicated to you directly by our Engineering Team. If you have other concerns/queries, feel free to leave a comment.