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NBN internet light doesn’t turn on.

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Level 1a
Hi,
I have set up my router yesterday and there’s still no internet light on. I received a call that my service have been activated. I wonder what happened. In fact, my NBN is beeping because of out of battery, does this affected my connection?
Many thanks,
samantha
3 REPLIES 3
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Moderator

Hi @csamanthahk,

 

Welcome to TPG Community!

 

We're sorry to hear that your having issues with your service.

 

I was able to locate your account using your community details and have seen that your back up battery is already out of warranty, although the battery is over two years, the status indicates it might still work, thus we can no longer cover its replacement.


To ensure that your connection is properly set up, may we know the set up from the NBN device to your modem?

 

You may refer to this link for the set up.
https://community.tpg.com.au/t5/Broadband-Internet/NBN-Fibre-To-The-Premise-NBN-FTTP-Setup-Guide/m-p...

 

To silence the beeping sound in the battery back up device.

 

Kindly try resetting the PSU by pushing the "Alarm Silence" and "Emergency" at the same time for 30 seconds. Also kindly ensure that the power cord is securely connected.

Nonetheless, for your reference, we made an article on how to replace the NBN back up battery.

NBN backup battery (Fibre to the Premises Only)


https://community.tpg.com.au/t5/Featured-Articles/NBN-backup-battery-Fibre-to-the-Premises-Only/ba-p...


Let us know should the issue persists

Highlighted
Level 1a

Dear Jhoey, 

 

Many thanks for replying! I'm sorry I'm not at home at the moment so I could not take a photo of that.

I had followed the instructions to set up my NBN Fibre to the Premises (FTTP).

My NBN Connection Box' light status is the same as the picture which the "power", "optical" are in green light and "UNI-D-1" is in yellow light. While my router has green lights for the first three icons on the left and the right one next to the "internet light". Only the "internet light" is not on which I'm unable to connect to the wift. 

 

Many thanks,

Samantha 

Moderator

Hi @csamanthahk, thanks for your help. We'd like to arrange one of our senior technical specialists to contact you for further assistance.

 

Please PM us your best contact number and most convenient time to receive a call. Thank you.