For customers experiencing any issues with their NBN service, we recommend the best thing to do first is check if there's an outage on the NBN network.
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, customers can proceed with the troubleshooting steps indicated on this link: https://www.tpg.com.au/support/nbn/troubleshooting_nbn_fttn
In your case, we were able to identify an issue with the modem, thus we are working on sending a new one.
Further updates regarding its delivery will be sent via email. Once the consignment number becomes available, you can refer to this community article which may guide you on How To Check TPG Modem Delivery Status
Let us know if we can be of further assistance.