AC1600 Modem

[mcluckie5]

HI There,

I have been unable to use our internet service since we first joined with TPG 2 months ago. We are still unable to connect our modem and have tried tech support with no resolution.

Our AC1600 Modem will not connect. I have logged on to the admin page and changed the default password and user name and was assured this would resolve the issue. It has not. The internet light on the modem itself will not light up.

Can anyone please shed some light on this frustrating situation?

Thanks Elene

[david64]

Hi @mcluckie5 . What type of NBN connection do you have? (FTTB, FTTC, FTTN, HFC?)

If you have an NBN box, what lights are lit? (4 green lights or 4 blue lights)

What lights on the VR1600?

In the router admin, Advanced, Network, EWAN, the settings are:

Internet connection type - PPPoE

Username - your TPG username with @tpg.com.au added

Password - your TPG password

VLAN ID - tick Enable

VLAN ID - 2

[Ahra_G]

Hi @mcluckie5,

I've managed to locate your account using your Community details.

It appears that the the line is active and signal is present. 

Reason why there is no internet access is due to the incorrect configuration on your router. 

A call back has been organised today from a member of our Technical Team to assist you with the modem set-up.

Regards,

Ahra_G