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New customer - NBN device not connecting

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Level 1a

Greetings

I've been waiting over 3 hours and 20 mins in the phone queue, waiting for assistance. I'm a new NBN customer trying to connect for the first time, but the NBN device doesn't seem to connect - just a blue flashing light sync light and no internet. Have tried all phone points in the house.

Assuming I'll need a tech to visit, can someone help me please.

Username tesovic1976

4 REPLIES 4
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Moderator

Hi @tesovic1976 


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 @tesovic1976 

 

Thanks for your PM. Your NBN order is still showing in progress. Can you please confirm your modem/router and NBN NCD is connected like the image below and powered on? NBN need to be able to detect your NBN NCD, please leave this connected and powered on.

FTTC Setup.png

Regards,

Karl

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Level 1a

Hi

 

The modem/router and NBN NCD is connected like the image below and powered on - see pictures.

The equipment has been turned on and connected for over 12 hours, but the NBN device sync light continues to flash with no connection.

Not sure what to do next?

Highlighted
Moderator

Hi @tesovic1976 

 

Thanks for confirming your setup. I have requested for our Provisioning Team to investigate and requested for someone to call you back ASAP with an update.

 

Regards,

Karl