TPG Community

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How to order a new modem /router

Level 1c

Some problem with my Archer Vr1600v modem /router, how can I order a new device from TPG? I checked TPG's website and didn't find it. Thanks.


Hi @Doreenlee,


Welcome to TPG Community!


What seems to be the problem of your TP-Link Modem/Router? Does it affect your TPG service?


If you wish to order a new Modem/Router, I will arrange a call from our Accounts team to help you with your order. Please shoot me a private message with your TPG username or CID number along with your preferred time and best number to be contacted.


Don't know how to send a private message? Please visit this link for the instructions.


Kind regards,

Level 1a

I am not the OP but I need to order a new modem as well.  We had a power surge last night and now I can't connect to the internet.  All lights are green on the nbn box and modem except the internet light, which is not lit at all.  I have replaced the ethernet cables with new ones today, reset the modem, tried everything the customer service person told me to do but still nothing.  He said the connection is fine to the nbn box but something has happened between the nbn box and my modem.  So the only thing I can think of is that the modem was damaged with the power surge and I need to replace it.

My username is the same one and I can be contacted any time on the mobile number connected to my account.


Hi @leawelter,


Welcome to the community!


We're able to locate your account using your given details. We would like to arrange a call from one of our Account Specialists to discuss details on how to purchase a new modem/router.


Feel free to PM us your best contact number and preferred time.


In case you need a reference: How do I private message (PM) in the community



Level 1a

Thank you, Shane.  A TPG rep has called me in the meantime and I've arranged it with him. All good now.


We are glad to know that @leawelter. In case you will have queries in the future do not hesitate to create a thread here in our community.