TPG Community

Get online support

tp-link AX5400 Model VX420 Voip Phone Not Working

Level 2

I received a new TP-LINK AX5400- VX420 modem to replace the existing Huawei modem which died last week.  The NBN service is FTTN. The new modem is powered on and connects to the internet OK but the VOIP phone is not working.  The phone LED does not light at all and if I try to make an inbound call I get a recorded message saying the number is not connected.

I have done the normal troubleshooting

1. Rebooted modem

2. Replaced cable between modem phone port and telephone handset

3. Tried another telephone handset

Any ideas?


Jeff W


Hi @jeffw


Welcome to the Community!


Since this is a new replacement modem/router, it is possible that we still need to update the system that the replacement device has been installed.


We'll raise this with our Tech team and have someone to contact you today between 1PM - 2PM using the number on file to discuss the process.




Hi @jeffw


Our team has checked the case and it shows that there's a possible fault that may have caused this.

This has been lodged to our Engineering team for further investigation and updates will be provided by your assigned Engineer once available.