Replacement modem

[damien1984]

HI

I have a FTTN connection, I have been having problems with my modem/router, It has been intermittently power cycling. After power cycling the VOIP/phone often does not work. On the weekend after a power cycle it would not turn on for several hours and in the evening it started working again. The modem is several years old and I would like replaced if possible? Is there a process for this to happen or can this be arranged please.

[Riezl]

Hi @damien1984,

Welcome to TPG Community!

We have located the account using your community details.

We had a look at your account and we can see that you have been in touch with one of our technical specialists who advised that there are no issues with your TPG connection.

We have checked its status and it shows stable for more than 2 days now.

It appears that you are using the Huawei HG658 modem for a long time now. If you'd like to get this modem replaced, we can send a request, but we'd like to set your expectation that this is subject for approval.

We have sent the details on how to get a new modem via PM.

If you wish to proceed, please reply to it and provide us the information we require so we can send the request. Thank you.

[Will]

Hi @damien1984,

Thanks for your responses via email. As noted in our latest reply, we'll be contacting the Account Holder between 6:30PM - 7:30PM NSW today.

Regards,

[Will]

Hi @damien1984,

We have already raised the request for a new modem. We'll notify you once the consignment details are available.

Regards,

[Will]

Hi @damien1984

Your modem has been shipped via Startrack. Please refer to the email that was sent to you today regarding the consignment details. Should you need further assistance, feel free to leave a comment.