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NBN FTTC not connecting to internet - internet light does not come on on the modem

sadelaidem
Level 2
Level 2
‎20-03-2020 03:27 PM

I'm located in South Yarra with FTTC and received my NBN equipment 1 week ago.

 

I have my NBN connection device and modem connected to the wall socket, each other and to power as per the instructions. I have spoken to technicians on the phone to perform 'power cycles' - unplugging, replugging, pressing a pin into the reset button. TPG have sent me a new modem as it was suspected that the modem was faulty. This has not fixed the problem at all. I keep getting messages telling me to connect my modem urgently as they cant activate. I am working from home so need my adsl connected otherwise I cannot work. 

 

The status of my lights are as follows:

NCD: All lights solid blue.

Modem: Solid green on power, 2.4g, 5g and WAN. (not even a flicker of hope on the internet light, never has been)

 

Spent hours on hold, on the phone to TPG technicians. Have spent hours on hold and had the automated voice saying everyone is busy and hung up. On hold now, but suspect I will never be able to connect through. Cant get through on the chat function as apparently everyone is busy.

 

Please help, my adsl is so slow and is really hard to even load a webpage.

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8 REPLIES 8
david64
Master
Master
‎20-03-2020 04:40 PM

So, the solid blue lights are a good thing then?

Can you connect a computer to the new TPG modem by cable and check its configuration, mainly that your TPG userid and password are set.

Just regarding your slow adsl, have you reconnected your adsl modem to the wall socket?

 

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michaelt27
Level 3
Level 3
‎03-04-2020 07:05 PM
Hey Mate,

I am in south Yarra as well exact same problem. Every time they tell me I need to speak to someone else and they tell me the same thing.

Did you end up sorting the problem?
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david64
Master
Master
‎03-04-2020 07:32 PM

I never heard back from the user.

You can try this, else there's still something to be done at the other end.

Turn both boxes off. Turn NCD on and wait for 3 lights to go blue. Then turn on router. NCD 4th light should go blue. If no Internet light this time, logon to the router and check its config to make sure your TPG username and password are correct.

You could also check the router's system log; it may have a message indicating a problem. 

 

Do you have an Archer router? There's some info here:

How to set up your TP-Link VR1600v modem

 

Were you on ADSL before? If NBN still no good, you could reconnect it and see if it still works.

You may have to persist with the online chat to get NBN fixed.

 

You can check this also:

How to Check for NBN Network Outage

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michaelt27
Level 3
Level 3
‎04-04-2020 11:44 AM
Thanks for the response. The best solution Tpg have is to send out a new modem which I think is a bit of a cop out.

Here is a photo of the system log. I have signed into my account on it and have tried all that stuff.

Is there anything in the system log that makes sense to you?
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david64
Master
Master
‎04-04-2020 01:32 PM

Can you do a Save Log function that is in the photo. Save it to a file on your coputer and then attach it to this post. The error message in the photo may or may not be significant.

On the wifi router, does the DSL light come on? And is the WAN light on?

 

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michaelt27
Level 3
Level 3
‎04-04-2020 01:44 PM

WAN light is on but no dsl light. 

 

it would not let me attach the log report but i have posted below.

 

thank you for your resposne I appreciate the help. I was told on the phone last night that tpg still thinks that my account is for adsl and has not activated the nbn on it yet. I was given a ticket number and was told someone will call me. But i havent heard anything yet. Do you think this would be the issue?

 

 

 

 

 

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2016-01-01 12:22:33 [3] PPP: ppp3
2016-01-01 12:22:52 [6] PPP: ppp3 sent [PADI Host-Uniq(0x0000164f)]
2016-01-01 12:22:57 [6] PPP: ppp3 sent [PADI Host-Uniq(0x0000164f)]
2016-01-01 12:23:07 [6] PPP: ppp3 sent [PADI Host-Uniq(0x0000164f)]
2016-01-01 12:23:27 [3] PPP: ppp3 Timeout waiting for PADO packets
2016-01-01 12:23:27 [3] PPP: ppp3
2016-01-01 12:23:46 [6] PPP: ppp3 sent [PADI Host-Uniq(0x0000171d)]
2016-01-01 12:23:51 [6] PPP: ppp3 sent [PADI Host-Uniq(0x0000171d)]
2016-01-01 12:24:01 [6] PPP: ppp3 sent [PADI Host-Uniq(0x0000171d)]
2016-01-01 12:24:21 [3] PPP: ppp3 Timeout waiting for PADO packets
2016-01-01 12:24:21 [3] PPP: ppp3
2016-01-01 12:24:40 [6] PPP: ppp3 sent [PADI Host-Uniq(0x000017eb)]
2016-01-01 12:24:45 [6] PPP: ppp3 sent [PADI Host-Uniq(0x000017eb)]
2016-01-01 12:24:55 [6] PPP: ppp3 sent [PADI Host-Uniq(0x000017eb)]
2016-01-01 12:25:15 [3] PPP: ppp3 Timeout waiting for PADO packets
2016-01-01 12:25:15 [3] PPP: ppp3
2016-01-01 12:25:34 [6] PPP: ppp3 sent [PADI Host-Uniq(0x000018b9)]
2016-01-01 12:25:39 [6] PPP: ppp3 sent [PADI Host-Uniq(0x000018b9)]
2016-01-01 12:25:49 [6] PPP: ppp3 sent [PADI Host-Uniq(0x000018b9)]
2016-01-01 12:26:09 [3] PPP: ppp3 Timeout waiting for PADO packets
2016-01-01 12:26:09 [3] PPP: ppp3
2016-01-01 12:26:28 [6] PPP: ppp3 sent [PADI Host-Uniq(0x00001987)]
2016-01-01 12:26:33 [6] PPP: ppp3 sent [PADI Host-Uniq(0x00001987)]
2016-01-01 12:26:43 [6] PPP: ppp3 sent [PADI Host-Uniq(0x00001987)]
2016-01-01 12:27:03 [3] PPP: ppp3 Timeout waiting for PADO packets
2016-01-01 12:27:03 [3] PPP: ppp3
2016-01-01 12:27:23 [6] PPP: ppp3 sent [PADI Host-Uniq(0x00001a55)]
2016-01-01 12:27:27 [6] PPP: ppp3 sent [PADI Host-Uniq(0x00001a55)]
2016-01-01 12:27:37 [6] PPP: ppp3 sent [PADI Host-Uniq(0x00001a55)]
2016-01-01 12:27:57 [3] PPP: ppp3 Timeout waiting for PADO packets
2016-01-01 12:27:57 [3] PPP: ppp3
2016-01-01 12:28:17 [6] PPP: ppp3 sent [PADI Host-Uniq(0x00001b23)]
2016-01-01 12:28:22 [6] PPP: ppp3 sent [PADI Host-Uniq(0x00001b23)]
2016-01-01 12:28:32 [6] PPP: ppp3 sent [PADI Host-Uniq(0x00001b23)]
2016-01-01 12:28:52 [3] PPP: ppp3 Timeout waiting for PADO packets
2016-01-01 12:28:52 [3] PPP: ppp3
2016-01-01 12:29:11 [6] PPP: ppp3 sent [PADI Host-Uniq(0x00001bf1)]
2016-01-01 12:29:16 [6] PPP: ppp3 sent [PADI Host-Uniq(0x00001bf1)]
2016-01-01 12:29:26 [6] PPP: ppp3 sent [PADI Host-Uniq(0x00001bf1)]
2016-01-01 12:29:46 [3] PPP: ppp3 Timeout waiting for PADO packets
2016-01-01 12:29:46 [3] PPP: ppp3
2016-01-01 12:30:05 [6] PPP: ppp3 sent [PADI Host-Uniq(0x00001cbf)]
2016-01-01 12:30:10 [6] PPP: ppp3 sent [PADI Host-Uniq(0x00001cbf)]
2016-01-01 12:30:20 [6] PPP: ppp3 sent [PADI Host-Uniq(0x00001cbf)]
2016-01-01 12:30:40 [3] PPP: ppp3 Timeout waiting for PADO packets
2016-01-01 12:30:40 [3] PPP: ppp3

 

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david64
Master
Master
‎04-04-2020 02:08 PM

Try reconnecting the ADSL router. If that should work, do a speed test to see if it is working like before.

You're supposed to get a message from TPG when all external work for NBN has been completed. Maybe!

 

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RajenS
Moderator Moderator
Moderator
‎15-04-2020 04:22 PM
Hi @sadelaidem 

 

           Welcome to TPG Community! Please PM me your TPG username, CID or mobile phone number so i can look at your service

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