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Nbn internet not working. New connection.

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Level 2
Please help me out guys. I am currently wfh n will loose my job if I don't get internet asap. Even my sons is doing online classes from home. This is very very essential for me. Please help me to fix it. I called tpg customer service and I emailed them and I raised it here in the community and I chat with th9. They said7its active and working. Now I don't have the light glowing on the modem for internet. Connected WiFi but it says no internet. I called yesterday and raised a complaint about the same, the lady said.. The case officer would call me at 6pm and I have not received any update on the same. Please help me out. I have the modem, connected everything... WiFi works but internet is not working. Appreciate it if you can please escalate the issue either with the technical support or the technician that can help me out. Thank you. Manu.
8 REPLIES 8
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Level 8

Hi @manu5555 can you provide some more details about your setup please, is this a brand new connection or one that was OK but has since stopped working?

What type of connection do you have, FTTN or HFC?

What model devices are you using and what are all the status lights indicating? If possible can you upload a photo of the devices showing the lights.

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Level 2
We moved to a different unit in the same building 19 Pearce Ave Newington NSW 2127. I had nbn at my previous house where it used to work fine. I requested a move house option and asked to activate nbn at U22 19 Pearce Avenue Newington 2127 from 9th may. I used my existing modem to use at my new home. Connected to the phone line.. Lights on the modem does not glow for dsl r internet. Hope this helps. Please call me if you need more details about it. 0415420508. Thank you. Manu
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Moderator

Hi @manu5555 


Welcome to the community,

 

Could you please send me a PM (private message) with your Full Name, CID (customer identication number) and your mobile phone number, so I can take a look at your service?

 

Regards,

Karl

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Moderator

Hi @manu5555 

 

I can see your order is still showing in progress. I have requested for our Provisioning Team to investigate and requested for someone to call you back later on today with an update.

 

Regards,

Karl

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Level 2
Dsl and internet light are off. Power and 5ghz lights are working in green. I have archer 1600 modem.

Please update if you need more details.

Thanks and Regards
Manu
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Level 2

Hi Karl,

 

May I know how long will it take. I have submitted all the documents and I have the modem with me as well. Its just you need to activate my connection from you end. Its all set, only thing is pending from your end. Please advice what is happening. . I have been following up since so many days. They said its active and I just need to plugin my modem and now what is happening.

 

Please update what can be done to activate asap. 

Thanks & Regards

Manu

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Level 2

Hi Karl,

 

I hav received the below email and I dont understand what is going on. Can you please esclate the issue. 

 

ear Customer,

        Username:            manu5555
        Customer ID:         6216687

Thank you for choosing TPG for your NBN Internet Service.

Unfortunately, we are currently unable to activate the NBN connection to
your premises, because the installation has been requested to be cancelled.

To cancel your account, please email adsl_cancel@tpg.com.au.
Please ensure you include your ADSL username or customer ID in any
correspondence.

We sincerely apologise for the inconvenience this may have caused.

Kind Regards,
ADSL Logistics

 

Thank You

Manu

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Moderator

Hi @manu5555 

 

I can see your order is still showing in progress. I have requested for our Provisioning Team to investigate and requested for someone to call you back later on today with an update.

 

Regards,

Karl