NBN installation issue unresolved

[Kimelith]

I had my new NBN and modem installed 3 days ago and it is still not working. I keep getting the same error message: "your new broadband equipment needs to be automatically configured". I spoke to 5 different TPG people yesterday and it still hasn't been fixed. I am a new customer and so far this experience has made me think that this service is unreliable. When will my installation be completed? I need home wifi for work purposes and thought I had provided plenty of time to have it ready for work on Monday. Most disappointing. 

[chloeevans]

Hi,

I am having the exact same issue. Have you had any updates or progress? I can't get ahold of anyone on the tech support line as it has an automatic hang up. My call back 'ticket' that I was told online would result with me getting a callback within 24-48 hours has also not happened. 

Everything on my modem is lit up green as if there is no issue, it is only when trying to connect a device the error message comes up about the automatic configuration. 

[BasilDV]

Hi @Kimelith

Welcome to the Community!

We were able to locate your account and learned that the service has been installed.

The modem/router needs to be configured with your TPG username and password for it to work.

Check this article that may help you with the manual configuration.

• Setup and Configuration for TP-Link VX420-G2v modem/router

Let us know how it goes.

BasilDV

[Kimelith]

@BasilDV I can’t get into that website address to manually configure the modem as it keeps timing out or I get an error message saying cannot open page because network connection was lost

[BasilDV]

Hi @chloeevans

Welcome to the Community!

We were able to locate your account and learned that the modem/router needs to be configured correctly for the service to work.

Check this article to configure the device as well.

• Setup and Configuration for TP-Link VX420-G2v modem/router

BasilDV

[BasilDV]

Hi @Kimelith 

Thanks for the update.

Did you check if you are connected to the network of the modem/router?

Are you using a WiFi or a Wired connection? If via WiFi, could you try connecting via Wired if you are able to access the modem interface?

If it's still not working, are you using a MAC computer or a Windows?

Kindly check the IP address that you are getting from the modem/router to confirm if you are receiving the correct one.

BasilDV