Ethernet has internet but Wifi doesnt - NBN,TP-Link Archer VR1600v

[tareq]

hi,

I'm getting the wifi signal but no internet since last Friday (1st May). i have reset my modem to factory settings and tried to fix but nothing is working.however the internet is available in ethernet.

Could you please look at it urgently? I am working from home and without WIFI i cannot. And it looks like there is no other way i am able to reach you. 

Fault number: 10469143 (lodged from the app)

Please help.

Kind Regards

Tareq

[David_M]

Hi @tareq 

Thanks for your query!

Let me have a look for you, and I will get back to you ASAP.

There is also a new ''TPG Mobile APP'' to help you with various trouble shooting and account issues, via a mobile phone app.
https://www.tpg.com.au/download

Regards,
David_M

[tareq]

hi @David_M 

thank you for your reply.

yes the Fault number: 10469143 was lodged from the mobile app.

Kind Regards

[David_M]

Hi @tareq 

If your Internet has dataflow via ethernet cable, but not wifi, you need to check your wifi login details.

If you are using a TPG supplied modem on default settings, the wifi network details are written underneath or on the back of the modem.

You can also connect to the modem with a cable, enter the modem settings, and update/change/check what the wifi details are.

regards,

David_M

[tareq]

hi @David_M,

Thank you for your reply.

it was all working fine, and suddenly stopped working. i have checked all the things you mentioned and couldnt find any fault. my last step was to go to the factory reset.

however, i was reading some comments in the community. went to Advanced>Network>EWAN and entered my TPG username and password, it doesn't look like it can connect.

the router was supplied by TPG.

is there anything else from your end that you can check? 

Kind Regards

Tareq

[David_M]

hi @tareq 

I double checked your NBN portal.

It appears someone may have signed up to a different provider as there is a request for this to transfer to a new company.

Thanks,

[tareq]

That sounds really wierd. I can confirm i didn't signup for anything like that. and why will there be internet in my Ethernet then? are you able to do anything please? this is really urgent for me as me and my wife both are working from home now.

Kind Regards

[David_M]

Hi @tareq 

If that is the case, i have sent an email to a specialist team to check it all out and see whats going on.

thanks,

[tareq]

Hi @David_M 

Thank you mate, would really apreciate if you could kindly look at it as a high priority. I know we are all having difficult times, but this is directly impacting me and my wife's job.

Hope you have a good day.

Kind Regards

Tareq

[David_M]

Hi @tareq 

We can see you NBN-HFC back up on our systems.

I suggest doing a factory reset on your modem, and leave it connected and turned on for an hour.

Thanks,