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NBN installed yesterday and the NBN box has all four solid lights but the internet light is off

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Level 1c

I just had my NBN installed yesterday and the NBN box has all four solid lights but the internet light is off on my modem. I have checked the cables everything is plugged in. Does anyone know what might have gone wrong? I tried to configure my modem n save with my TPG user name and password but it still doesn't connect. I rang TPG support they tried to troubleshoot for me but it is still down. It's been 24 hours now I just need a solution asap as I need my internet everyday for work. Please help. Thanks heaps.

 

 

1 ACCEPTED SOLUTION

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Moderator

We truly apologise for the lack of contact received as expected, @042402nt

 

Our Engineering team is awaiting updates from NBN Co regarding what happened with the appointment. Nevertheless, another appointment is booked tomorrow, 19 February 2020 between 1PM - 5PM. 

 

The assigned Engineer will be in touch for any updates available. 

 

 

Thank you. 

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13 REPLIES 13
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Moderator

Hi @042402nt,

 

Welcome to TPG Community!

 

We have also received your PM. We have arranged one of our technical specialists to contact you for assistance.

 

Let us know via PM should you have a preferred contact number and time. Thank you.

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Level 1c
Anytime tonight or tomorrow at 5:30 pm
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Moderator

Hi @042402nt, we can see that your concern has been escalated to our Engineering Team and you'll be contacted by the case engineer via SMS or phone call to discuss the progression of the case.

 

If there's a need for us to send a technician, you will be advised.

 

Let us know should you have further queries.

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Level 1c
Well... regardless the service I am so dissapointed at TPG NBN. I took my day off today which is not getting paid and been waiting for whole day for technician. The technician is supposed to come by 5pm today and they did not come even no one single phone call from Them. I texted one of operators in TPG and they called me back and said that the technician was not available today. They even do not know when they can re-arrange the technician I am so upset with this service I've been using TPG for 6years and I feel like I do not want to continue to use this service anymore and further, I want to report this case to Obudsman
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Moderator

Hi @042402nt

 

Our sincerest apologies for the inconvenience.

 

We checked the update from NBN Co and we were advised that their workforce who attended the job today reported that you cancel the appointment, which is why they weren't able to complete the job.

 

We'll chase this with our Engineering team and have this case raised to the NBN Co for further investigation and have the earliest schedule given to you.

 

BasilDV

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Level 1c
First of all, Thank you for your concern I heard that he came to my house and I am the one who cancelled the appointment which was totally wrong and the technician lied to you I was at home until my girl friend came 6:30pm and before that my friend came to my house for visiting he stayed until my girl friend came the two of them can prove that there is no one came except them and I have an evidence which is a captured screen that proves our conversation I really do feel like do not want to use TPG anymore and report this to ombudsman why do I have to take these all risks? Actually I wanted to stick to ADSL but after I recieved a phone call from one of TPG operators and said that changing to NBN is compulsory otherwise my internet service will be disconnected so I decided to change to NBN I've never expected this happen well..I would not choose NBN if this tends to be happened to me please send me a technician ASAP or arrange someone at the earliest time even tomorrow is fine
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Moderator

Hi @042402nt

 

Soon all of Australia will be connected up to the NBN and whilst in the vast majority of cases the transition happens seamlessly we apologise that this was not your experience.

 

We understand that our Engineering team has been in touch and they've raised the case to the NBN Co in order to get the earliest schedule possible.

 

The earliest schedule that we could get is on Tuesday, 18 February between 1PM - 5PM and your attendance or someone 18 yrs old and above is required.

 

Further updates will be given by your assigned Engineer once available.

 

We apologise for the inconvenience.

 

BasilDV

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Level 1c
As I urgently need someone to come and fix the internet problem, the earliest booking,18th of February between 1pm-5pm is ok. I really do hope that someone who comes on Tuesday is reliable and trustworthy so the same thing won't happen and I don't waste my time again

Thank you very much for your concern
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Level 1c

Dear BasilDV

 

I have recieved a confirmation text that the technician would visit my house tomorrow 18th Feb 1pm-5pm 

I replied 'Yes' to confirm the appointment but still have not recieved any other confirmation texts yet

 

Would you be able to double check for that?

 

I do really hope that the same thing won't happen again (technician did not come on last Friday and he told a lie that he came and I was the one who cancelled the appointment but I was waiting for him for whole day)