No internet

tysonduff
Level 2
Just seeing if someone else has had the same issue and how they had it fixed.

Recently come across to TPG, received our modem (VX420-G2V), plugged it in and followed the instructions all for the internet light not to turn on. (Had already received the email saying it was all ready to go)

Contacted TPG, spoke to a technician and went through the process of entering in my username/password for the EWAN section of the tp-link page twice. This didn’t help with connecting at all, Spoke to another technician today, went through the same process and he said that he would have another technician call back but this will be the 3rd I have spoken to.

Is there anything I’m doing wrong or is it on the TPG side of things?

Hoping someone can help, Thankyou!
3 REPLIES 3
david64
Level 12

Hi @tysonduff . What type of NBN box do you have?

What lights are on?

On the VX420, is the WAN light on?

tysonduff
Level 2
Hi @david64,

I assume the generic NBN co box?? (Attached a photo for reference)

Have also attached a picture of the modem for light reference.
david64
Level 12

@tysonduff . Your connection is FTTP. Lights are correct.

TPG have sent the message to say it is ready but they may be ahead of themselves.

Do factory reset on VX420.

The settings are PPPoE, username + @tpg.com.au and password.

If not working, must be more work for TPG to do.