Modem setup

[Winslowleveque]

I need help to setup my new nbn modem

[BasilDV]

Hi @Winslowleveque,

Welcome to TPG Community!

We were able to locate your account using your community details and understand that you've contacted our Tech team yesterday.

They've helped you with the setup and managed to get the service to work.

If you need further assistance, please let us know.

BasilDV

[Alan359]

Hi BasilDV
They did contact me day before (29th) but were unable to set it up saying box was faulty and that a technician from NBN would contact me. Then yesterday (30th) morning got a call saying when you are back home call us because we think there is no box fault, we’ll help you set it up.
I tried calling 3 times after 5 pm but had to give up after waiting more than 12 minutes.
Tried again this morning and got automatically disconnected after 12+ minutes.
The box has ‘replace battery ‘ red light on and alarm beeps every 10 minutes or so.
I mentioned this to the lady who called yesterday and she said that’s not a problem, it will still work.
Very frustrated as I work from home and have been working from local library.
I have just moved to new house and should be at home opening boxes and setting it up between bouts of work.
PLEASE HELP!!
Thanks.

[BasilDV]

Hi @Alan359,

Welcome to TPG Community!

We tried to locate your account using your community details to no avail.

We'd like to look into your account for better understanding of the situation and have this resolved as soon as possible.

Please send me a PM with your TPG username or customer ID number.

How do I private message (PM) in the community?

Based on the 'replace battery' message, you're under the NBN FTTP (Fibre to the Premises) technology.

You may check these links for some inputs:

NBN FTTP Setup - General Setup

NBN backup battery (Fibre to the Premises Only)

BasilDV

[Alan359]

Hi BasilDV,

Thanks for the quick response,much appreciated!

Soo after posting message, I got a call back from TPG and they talked me to a successful connection.

All is well!

Kind regards,

Alan359

[BasilDV]

Thank you for the update @Alan359.

We're glad that the service is working.

If you need further assistance, please let us know.

Cheers!

BasilDV

[Kajalbains]

Hi I am having difficulty to setup new modem