No internet

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Level 1c
I have a TPG fttn package which I don't think has dropped out once in the last 2 years, until now all of sudden it's dropped out and will not reconnect. Modem is a Huawei hg659 and only the power light is lit up. Have tried resetting modem but does nothing. Have tried ringing TPG but after being on hold for 40mins gave up
1 REPLY 1
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Moderator

Hi @Matt86
 

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.