NBN HFC unable to connect - Greensborough VIC

[donoryan]

There was some guy up a ladder on the powerline that runs the HFC cable into my house. Then my internet goes down, I assume he is fixing something so I go to the shops. Come back, he is gone and it's still not working.

I've turned everything off and on again, no change.

The small black ARRIS box is flashing 'Upstream' and doesn't get any further.

I've tried contacting online tech support but it just says you guys are busy and to try later. Hopefully this post works a bit better. 

I have been working from home until this happened (a few hours ago) but happy to take a break. Would be great if it could be back before 9am Monday.

Look forward to talking soon.

Regards,

Donovan

[RajenS]

Hi, donoryan, 

I am looking at your account, can you please confirm your identity on private message, please 

[RajenS]

Hi, 

I can see your NCD (black colour NBN box, ARRIS) is offline, not your router 

can you please restart the NBN box 

also please make all connected correctly, 

please see the setup guide below

https://community.tpg.com.au/t5/Featured-Articles/NBN-HFC-Setup-General-Setup/ba-p/61

[donoryan]

I’ve done this. No change.

[donoryan]

What are the next steps for us to resolve this?

[RajenS]

Hi 

let's wait till 5 pm if he doesn't come and fix it,  

I will escalate to our engineering team for you.

please send me a private message by 5 pm 

Thanks 

Rajen 

[donoryan]

Will do. Thank you.

[RajenS · Accepted solution]

Hi,

Please check you PM for ticket Number