No internet

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Level 1c

Hi I get my new tp link archer c1200 connected but no internet... pls need help

- TPG Username : xxxx
- TPG Customer ID number : xxxx
Address xxxx

9 REPLIES 9
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Moderator

Hi @n6808107, thanks for reaching out to us. We have edited your post for the security of your account.

 

We have escalated the issue to our Engineering Team for further investigation and the case engineer will contact you within the day to discuss the progression of the case.

 

Should you have a preferred contact number and time, please send it via PM. Thank you.

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Moderator

Hi @n6808107, we have escalated your concern to our Engineering Team as we can see an indication that it is dropping out, but it appears that it is possibly due to an equipment issue.

 

If we got that right, you're currently using TP Link C1200 for your ADSL+ service. Please be advised that this equipment is a Wireless Dual Band Gigabit Router only and what you need for this type of service is an ADSL2+ compatible modem-router.

 

You may need to reconnect your old ADSL2+ modem router. Please let us know once done.

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Moderator

Hi @n6808107, we can see that you have already reconnected the ADSL2+ modem-router and it is currently getting an ADSL signal, however, we will need to reconfigure the settings.

 

We have arranged a technical specialist to contact you between 5:30PM and 8:30PM QLD time for assistance.

 

Once the modem is reconfigured, we will monitor the connection and if the drop outs will persist, we will reescalate the issue to our Engineering Team.

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Level 1c
Hi, the previous modem(Archer D7) reconnected and now Ethernet connected to my laptop with yellow cable. I now can't get the setup page on "192.168.1.1"

Waiting the assistance....


Now I can't get the
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Moderator

Hi @n6808107

 

Our Technical Team has attempted to call, but unable to reach you. We can organize another call tomorrow if you're amenable, so they can assist you in configuring your modem for it to connect to our server. Kindly let us know what time you're available for a call tomorrow?

 

Regards,

Will

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Moderator

Hi @n6808107, we'd like to make a follow up regarding your best contact number and most convenient time to receive a call.

 

Please send it via PM. Thank you.

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Level 1c

Can you let them contact us with this number inbetween 8 to 9pm. Thanks
Danny

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Moderator

Thanks Danny. We have already advised our Technical Team to contact you between 8PM and 9PM QLD.

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Moderator

Hi @n6808107,

 

We understand that our Tech team has been in touch and was able to resolve the issue.

 

Should you require further assistance, please let us know.

 

Regards,

BasilDV