Hi @noella ,
For new services, we recommend customers to check if their service has been installed and activated.
We have created this community article, which contains a video on How to track your TPG service installation
We also send an email notification once the service is activated.
If you have received this email and the service is still not working, we recommend to check if the equipment is properly set up and we have created setup guides for all technologies that TPG use : New Connection Setup Help
In your case, we'd like to take a look at your account to better understand what causing the issue. Please send us a private message with your TPG customer ID, username and complete address so we can pull up the account.
To send a PM, please refer to this link: How do I private message (PM) in the community
