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No DSL light after waiting 6 hours when we are supposed to be ready to connect.

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Level 2

As the title says we have recieved our Modem AC1600 and our FTTC NCD however the DSL light is refusing to come on. Im unsure why we bother pre ordering the plan when its not even ready to connect.

3 REPLIES 3
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Moderator

Hi @Fragdoll08,

 

Welcome to TPG Community!

 

We were able to locate your account using your community details and reviewed the account.

 

It seems that the NBN FTTC service is not yet installed and still in progress. The modem and the FTTC NCD were shipped ahead of time to ensure that you'll be able to use the service once  it is installed or activated.

 

Our Service delivery team has requested a TPG technician to check your setup as well. Once an update is available, your case manager will be in touch to inform you about the available schedule for the visit.

 

Should you require further assistance, please let us know.

 

Kind regards,

BasilDV

Level 2
Thanks for the fast response!
When we rang support they never asked if we had received the text/email advising us it was connected.
We have not received it yet, should we wait for that before having a technician come out?
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Moderator

Hi @Fragdoll08,

 

No need to cancel the TPG technician visit as they will be checking your physical setup to make sure that all cables and devices are in place. This is to ensure that when the activation or installation of the account comes, the service will work right away.

 

Kind regards,

BasilDV