Our modem / router was sent to us in December but at the time our TPG installation was not completed so we arranged for a technician to come in on the 10th of March between 8:00AM and 12:00PM (yesterday) to complete this installation.
We got an SMS yesterday saying it is completed however no one showed up yesterday and we were on the premise from 7:00 AM to 4:30 PM so it is unlikely we missed them . At around 12:30PM none of our calls were going through and our internet was cut off. An additional SMS was sent to us informing us that our NBN service is installed but they cannot see us online.
Upon some research it appears we are missing a connection box and cable to connect out modem to the wall socket. We have checked the box the router / modem arrived in and could not find it. Was it supposed to arrive separately as we have not recieved any other parcels from TPG since the the router / modem arrived.
Would you be able to help us figure out possibly where the connection box might be or just where we should go from here?
Thanks in advance.
Hermia and Sunny
Welcome to the Community!
We were able to locate your account using your community details to no avail.
For better understanding of the situation, we need to check the type of NBN service available in your address and review the notes from our NBN service delivery team.
Please send me a PM with your TPG username or customer ID number to assist you accordingly.