Optus router with TPG Broadband home bundle

[measum12]

Its very hard to provide support when you cant access the device while troubleshooting. thanks you @BasilDV for your prompt responses and to the point support. you are a living legend mate.

[hoho3336]

Hi measum12! What do u mean by hardresetting the modem?

[BasilDV]

Hi @hoho3336

The hard reset means performing a factory reset to the device.

You may perform it inside the modem/router interface or just press the reset button inside a pinhole on your device.

BasilDV

[alex5]

Hello,

I have the same issue with the same modem. 
when you say to enter your credentials, is it username@tpg.com.au?

[BasilDV]

Hi @alex5

If you are trying to configure the PPPoE connection with your 3rd party modem/router, then the credentials should be your TPG username and password.

If your NBN service is under the bundled Internet and VoIP service, then don't forget to set the VLAN ID to 2.

If you took the NBN BYO plan, then disable the VLAN ID or set the value to 0.

You may shoot me a PM with your TPG username or customer ID number if you need further assistance.

BasilDV

[ggoyal98]

Hi there, 

  I have the same issue, I have hardreset the modem but it wont let me login with TPG username and password. Can you please assist?

I have PM you the user name.

Thanks

[BasilDV]

Hi @ggoyal98

What do you mean that it won't let you login with your TPG credentials?

Do you mean it won't save anything you've changed with it?

Did you check if the device that you are using is locked from your previous provider?

If not, check it first with them to confirm that it can be configured to another provider.

BasilDV

[ggoyal98]

Thanks for the quick reply, When i tried to log in on the ADSL2+ page with my TPG username and passord, I unclicked "Connect to Optus" but after clicking apply and save it keeps bringing me to the same page to log in.

I am not sure if it is locked with optus, is there anyway of checking this?

Thanks

[BasilDV]

Hi @ggoyal98

What is the make and model of your device?

You may check with Optus directly for the information if it's locked with them.

Did you follow the steps provided by @zakispectra on this thread?

BasilDV

[ggoyal98]

Hi BasilDV,

It is sagemcom gateway fast 3864v3-hp.

Yes, I followed the steps, it's just not letting me to log in. 

Thanks