For customers experiencing any issues with their service, we recommend the best thing to do first is check if there's an outage.
Check our Service Status page for any known outages.
If you're on NBN, 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, you can proceed with the troubleshooting steps indicated on this link : Troubleshooting No Internet Connection
In your case that the modem has burnt out, we have processed a modem replacement to resolve the issue and you will receive further updates regarding its delivery details.
Once you receive the consignment number, you can refer to this article which may help on How To Check TPG Modem Delivery Status
Let us know if we can be of further assistance.