UNI-D1 port no lights, or connection

[gilgamesh27]

Hey all, as of 10 am Sunday (22nd Nov), I have been unable to connect to the internet.
My HFC box (ARRIS CM8200) desynced (it's been doing this more frequently) and it was one of the longer desyncs I've had. When I checked on it a while later, the connection was up, all 4 lights are on, but there is no activity on the back UNI-D1 port. 24 hours later and I still have no activity. I have tried multiple known working cables, factory reset the TP-Link Archer VR1600v (which functions normally, file sharing, etc across 4 PCs, both hard-wired and WiFi). The two devices just won't communicate.

We had a lightning storm prior to this, and I believe the hardware is now defective.

[BasilDV]

Hi @gilgamesh27 

Welcome to the Community!

We were able to locate your account using your community details and tested the line, but can't detect any fault within NBN network.

Is the modem/router (TP-Link) is connected to the UNI-D port from WAN (blue) port on it?

Also, please check the configuration of the modem/router if it's correct. Refer to this article: How to set up your TP-Link VR1600v modem

Let me know how it goes.

BasilDV

[gilgamesh27]

Hi BasilDV,

Thanks for the reply. yes, I've checked the router config multiple times, changed cables with known working ones, there is simply zero communication from the HFC modem to the router, the activity lights come on for 2-3 sec on power-up and then nothing. all 4 lights come on at the front, so yes, you will see zero faults from your end. The problem exists between the modem and the router. 

I've done multiple factory resets on the vr1600v, re-setup my username/password in the format "username@tpg.com.au", I've tried it without the "@tpg.com.au". The router says to check if my phone cable is connected because it's not detecting any activity from the modem. 

Not sure what else I can do. 

[Riezl]

Hi @gilgamesh27, thanks for taking the time to troubleshoot. We have raised your concern to our Technical Team and one of our Senior Technical specialists will contact you for further troubleshooting.

Kindly await a call within the day.

[BasilDV]

Hi @gilgamesh27

Our Tech team tried to call you a number of times today to no avail.

You may contact them directly on 1300 997 271 for real time support or send me a PM with your preferred time and best number to be contacted tomorrow.

BasilDV

[gilgamesh27]

hi BasilDV, sorry about that, I have updated my mobile number in my contact details, currently at work until noon Adelaide time (1h 10m) from now. any time after that would be awesome. cheers for all your help

[Riezl]

Hi @gilgamesh27, we can see the same contact number on the account. Are you able to PM  us your mobile number instead so we can make sure that our Technical Team will be able to reach you this time?

[gilgamesh27]

OK, so please don't take this as a personal attack against any one person, but I'm super frustrated here.

I finally got a call at 6:10 pm Thursday. Went through the exact same things I've been doing all week. Ascertained that the UNI-D1 port on the ARRIS CM8200 is broken. Almost the exact title of my original post. Was told by the guy whom I could bearly hear because he had CHICKENS in the background clucking away, that I would get a phone call the next day. Next day passes, no call. 
This level of customer service is abysmal. You insist on calling me, forcing me to get a new mobile sooner than I was planning because my landline is also not working as it's tied into the same broken hardware and instead of listening to the original description of the problem after I had already exhausted all reasonable ways to fix the issue, just to make me do the same troubleshooting over the phone. Your online contact updates don't appear to work, as even though I updated them, you can't see them. All of this could and should have been addressed and fixed from day one. 6 days later, I still have zero information on when my internet that I'm still paying for, will be restored. Any competent tech would have seen my original post and said "hey, sounds like the modem is funky, we should send a tech out to confirm it and replace it if it is faulty" instead I've been getting the runaround.
What's the point of having an online portal if it's just a glorified "call me back" system? If I had reliable access to a phone right now, I would have just called.
My connection has also been unstable for months, ill link to my log at the bottom of this post. It's 585 pages long, in just ONE MONTH. 80% active time. Start from the bottom and scroll up, tell me if you think this is a reasonably reliable service I'm paying for. Your service appears to be massively EDIT over under-provisioned. Nowhere else in the world that has fast broadband has to advertise "up to" speeds, you get exactly what you pay for. Case in point I pay $5US for a 1gigabit connection in new jersey, USA, for my work's source-control server. 100% uptime, zero slowdowns.
While we're talking of broken systems, does anyone care to take a crack at how I can be charged for multiple phone calls from the same service at the same time to multiple international numbers?
I've uploaded a screen capture of the NBN phone logs and charges, on the 23/09, between 4 and 7 AM there are TENS OF HOURS worth of calls, the log isn't even in order, and I was charged 50 odd dollars for it all.
I have been unable to work at all, for 6 days. and I still have no hints as to when this super simple thing like getting a replacement ARRIS CM8200 will be resolved.
I now have zero confidence in TPG.

Here are the google drive links to the logs the attachment system won't allow PDF's
PHONE LOG: https://drive.google.com/file/d/1gegnJiDTCg743DTRP3rbZHMbUPkY4k-X/view?usp=sharing
INTERNET LOG: https://drive.google.com/file/d/13b--NK7XS9fpbEbXBaAtYi7HjHEH-ThE/view?usp=sharing

[Anonymous]

Hi @gilgamesh27,

We apologise if you feel that way. We will raise this to our Engineering Team who is now handling this case for additional reference on the ongoing investigation. Based on the latest, our Engineering Team escalated this to NBN Co. and they will arrange an NBN Technician to check the line. Further updates will be provided when it becomes available.

Regards,

OK, so please don't take this as a personal attack against any one person, but I'm super frustrated here.

I finally got a call at 6:10 pm Thursday. Went through the exact same things I've been doing all week. Ascertained that the UNI-D1 port on the ARRIS CM8200 is broken. Almost the exact title of my original post. Was told by the guy whom I could bearly hear because he had CHICKENS in the background clucking away, that I would get a phone call the next day. Next day passes, no call. 
This level of customer service is abysmal. You insist on calling me, forcing me to get a new mobile sooner than I was planning because my landline is also not working as it's tied into the same broken hardware and instead of listening to the original description of the problem after I had already exhausted all reasonable ways to fix the issue, just to make me do the same troubleshooting over the phone. Your online contact updates don't appear to work, as even though I updated them, you can't see them. All of this could and should have been addressed and fixed from day one. 6 days later, I still have zero information on when my internet that I'm still paying for, will be restored. Any competent tech would have seen my original post and said "hey, sounds like the modem is funky, we should send a tech out to confirm it and replace it if it is faulty" instead I've been getting the runaround.
What's the point of having an online portal if it's just a glorified "call me back" system? If I had reliable access to a phone right now, I would have just called.
My connection has also been unstable for months, ill link to my log at the bottom of this post. It's 585 pages long, in just ONE MONTH. 80% active time. Start from the bottom and scroll up, tell me if you think this is a reasonably reliable service I'm paying for. Your service appears to be massively EDIT  over under-provisioned. Nowhere else in the world that has fast broadband has to advertise "up to" speeds, you get exactly what you pay for. Case in point I pay $5US for a 1gigabit connection in new jersey, USA, for my work's source-control server. 100% uptime, zero slowdowns.
While we're talking of broken systems, does anyone care to take a crack at how I can be charged for multiple phone calls from the same service at the same time to multiple international numbers?
I've uploaded a screen capture of the NBN phone logs and charges, on the 23/09, between 4 and 7 AM there are TENS OF HOURS worth of calls, the log isn't even in order, and I was charged 50 odd dollars for it all.
I have been unable to work at all, for 6 days. and I still have no hints as to when this super simple thing like getting a replacement ARRIS CM8200 will be resolved.
I now have zero confidence in TPG.
 

Here are the google drive links to the logs the attachment system won't allow PDF's
PHONE LOG: https://drive.google.com/file/d/1gegnJiDTCg743DTRP3rbZHMbUPkY4k-X/view?usp=sharing
INTERNET LOG: https://drive.google.com/file/d/13b--NK7XS9fpbEbXBaAtYi7HjHEH-ThE/view?usp=sharing