Recieved replacement 5g router, no internet. Switch sim cards?

[michaelmallett]

Recieved a replacement 5g router due to ongoing issues. Currently connected but doesn't connect to the internet. It's got full 5g connection according to the admin panel. Currently using the old one to access the internet for work, am I supposed to swap the sim cards over?

[Ahra_G]

Hi @michaelmallett, 

For setup, please refer to this link: How to Set Up Your Home Wireless Broadband Modem and 5G Home Broadband Modem

Please do not take out the SIM as it may cause connection issues to the modem. 

If you're still unable to connect, let us know of your best call back time so we can have the assigned Engineer to assist you. 

Thanks! 

Ahra_G

[michaelmallett]

Sorted thank, had to wait for TPG to switch the accounts over to the new router.

Where do I send the old one back to?

[BasilDV]

Hi @michaelmallett

The replacement modem/router came with a Post Pack to return the modem/router.

Please look for it along with the package as it has instructions on how to use it and return the faulty device for free.

BasilDV

[michaelmallett]

Hi, I just tried to return the device at auspost using the packaging and label provided, but they couldn't accept it. Apparently I need to arrange collection?