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New customer modem not working

Level 1a
Hi, have attempted to set up modem, internet light not showing. Have been on hold to technical support for almost 2hrs.
I re attempted 3 other times to get help and advised I’d be transferred to customer care only to be put on hold again.
I have attempted to seek troubleshooting online and have not succeeded.
This Is an awful first experience.

Hello lenamatau83,
Thank you for being a part of the TPG Community.
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My TPG app for IOS and Android -