No Internet Light on Modem

[priteshb09]

Hi,

Few days back I received an email stating my service is now active. I received my modem today and have plugged on the modem, waiting 30 minutes and no internet light has appeared. I turned it off and on again waited 30 minutes, still no light. Tried different ports, still no internet light.

The lights currently on are power, 2.4g and 5g. I have connected DSL port on the modem to phone port on wall and power slot on modem to power.

Kindly advise.

[Riezl]

Hi @priteshb09 ,

For customers experiencing any issues with their service, we recommend the best thing to do first is check if there's an outage.

Check our Service Status page for any known outages. If you're on NBN, we have created this article that can guide you on How to Check for NBN Network Outage 

If there are no known outages in your area, you can proceed with the troubleshooting steps indicated on this link: Troubleshooting No Internet Connection

If you are still having issues, please send us a private message with your TPG customer ID, username and complete address so we can pull up the account.

To send a PM, please refer to this link: How do I private message (PM) in the community

[priteshb09]

No outrage in my area.
The troubleshooting link shows that it is permanently deleted.
Sent you the account details in private chat.

[Riezl]

Apologies for that and we'll check the link, @priteshb09 . Thank you for providing the details via PM. We had a look at your account and we can see that the issue has been escalated to our Engineering Team and an NBN technician has been booked for Thursday, 11 March 2021, 8:00 AM - 12:00 PM to fix the issue.

The team is closely monitoring this and the Case Engineer will be in touch through SMS or phone call for any additional updates.

Let us know should you have further queries. Thank you.