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Hi we recently received our modem I have plugged it in but we still have no connection to the internet

Hi @rpkl1111 


Welcome to the Community!


I performed tests on your connection and it appears that the NBN box is offline. Can you confirm the status of the lights on the NBN box? It would help a lot if you can post a screenshot of the device itself.




Hi @rpkl1111 


Thanks for providing the screenshot of the NTD via email.


Since the NTD status light is showing red, we need to have this raised to NBNCo for investigation. I have escalated the issue to our Engineering Team for assistance. You will be contacted via SMS or phone call regarding the progress of the case. If you have other concerns or queries, feel free to leave a comment.