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New NBN user. Followed all procedure for router but no internet signal

Level 1

Hi, Mate

The NBN just installed and I followed the procedure to install router. all good except no internet signal. Help line no reply. Please help to check my account.

Cheers.

 

2 REPLIES 2
Moderator

Hi @baroquechen,

 

Welcome to TPG Community!

 

We were able to locate your account using your community details and have run some remote test.

 

We are unable to detect the modem that we've provided if it's properly connected to the phone wall socket. Please make sure that the modem is connected directly to the wall socket without any filter/splitter.

 

Click this link for the general set up of the NBN FTTN technology.

 

I'll arrange a call from our Tech team today between 3:30 PM - 4:30 PM NSW time (12:30PM - 1:30PM WA time) to check the service further.

 

Kind regards,

BasilDV

Moderator

Hi @baroquechen,

 

I understand that our Tech team has been in touch and escalated the case to our Engineering team for further investigation as it shows on our end that the account is already installed.

 

Further updates will be given by them within 24 to 48 hours.

 

Should you require further assistance, please let us know.

 

Kind regards,

BasilDV