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Cann't connect to internet but message said service is installed

Level 2

Hi there,


I just moved back to NBN HFC from 5G plan, and I used my previous devices: NBN modem and TP-Link Archer VR1600v. I've received the message from TPG: 'TPG: Your NBN service is installed but we can't see you online".


After all connected and set up 'PPoE' on the modem according to the link given by the message, I can see all lights are green on the NBN moderm and 4 green lights( Power, 2.4G, 5G, WAN) on TP-Link device. However, the 'Internet' light is not lighted up. 


Below message came from the TP-Link device:


Internet Status: Disconnected
Please check if your phone cable is properly connected.
Connection Type: PPPoE
IP Address:
DNS Server:


Are there any advice for my connection issue?


Many thanks.




Hi @chunleigao123 


We would like to check on the status of your service and the configuration of the modem/router.


Kindly send us a private message with your account details.



Level 2

Hi @BasilDV 


Message has sent to you. Hope this issue could be solved soon.


Thank you so much for your kind help.