Service down

[thanhha146]

Modem is offline. No internet since last night. Ive tried resetting the modem but no luck. Please help. Thanks

[David_M]

Hi @thanhha146 

Thanks for your query!

Let me have a look for you, and I will get back to you ASAP.

There is also a new ''TPG Mobile APP'' to help you with various trouble shooting and account issues, via a mobile phone app.
https://www.tpg.com.au/download

Regards,
David_M

[thanhha146]

Hi David, thanks for the fast reply.
I have downloaded the app but it still doesn’t help. I have been trying to call customer service but been waiting for more than 1hr with no pickup. Could you please look into this matter ? My area code is 6061. Thanks.

[David_M]

Hi @thanhha146 

I have checked your NBN-FTTN 50/20 service out on our systems and it shows your modem is offline.

Can you confirm it is still plugged into the socket and powered on?

What is the status of the DSL light.

Thanks,

[thanhha146]

Hi David,

Yes it’s still plugged into the socket. Status of modem
Power light on.
Dsl light is flashing.
Internet light off
2.4G and 5G lights are on.

[David_M]

Hi @thanhha146 

I could see the fault you lodge via app #10512203.

I have escalated this to our NBN teams to check out quicker for you.

Someone will call you back ASAP within 48hrs  to help resolve it.

Thanks,