Hi @linda0084 , are you able to provide the make and model of the device mounted on the wall so we can double check if it's the TPG modem?
Also, please send us a private message with your TPG customer ID, username and complete address so we can take a look at your account.
To send a PM, please refer to this link: How do I private message (PM) in the community
Hi @linda0084, our Accounts Team tried to contact you yesterday, but to no avail. Please PM us your best contact number and most convenient time to receive a call so we can request a callback. Thank you.