Hi @billflippence,
Welcome to TPG Community!
We apologise for the inconvenience this has caused.
We were able to locate your account using your community details and have seen that the case is already being handled by our Engineering team.
They were trying to contact your friend (Rob), but he was unreachable. Our Engineers would like to know the MAC address and the firmware version of your modem. If you could provide the details needed, this will help us progress the case.
If Rob or any of your friend or family can be contacted to discuss this further, please shoot me a private message with their preferred time and best number to be contacted and I'll arrange it for you.
How to send a PM? Click here.
Kind regards,
BasilDV
