Random NBN installation txt

[Keenan]

I have been on a TPG FTTP plan for a considerable amount of time coming up to 2 years but a few days ago I recieved the following text message. I haven't had any other communication since. I currently have troubles with the router locking up and not being able to access the internet wired or wireless till power cycling the router. Does this maybe have something to do with it?
I have the router set to reboot every 3 days but I still need to manually power cycle the router before that. Once I power cycle the router everything goes back to normal

[Keenan]

When the internet drops out all the led lights on the front of the tpg router go solid and the router is very warm to touch as well. You can still still remain connected to the network but can not ping any external IP or access the routers Web interface

[Angeli]

Hi @Keenan, 

We need to determine if your modem requires a replacement as it may be causing the issue. May I have your preferred callback number and time via private message today? I'll have a tech specialist to ring you and conduct a troubleshooting.

How do I private message (PM) in the community
 

Regards,

Angeli

[Keenan]

I recieved a call back and was advised that there is nothing that tpg can do as they only provide 12 month warrenty on routers and was told to either buy my own, frequently reboot it or purchase a new one through the sales team.

[Angeli]

Hi @Keenan, 

We have a 1 year warranty applied to all our supplied modems/routers. Are you still using the same router? 

[Keenan]

Hi Angeli,

Yes. It still constantly freezes and I need to power cycle it to get internet again. When the internet stops working all the lights on the router turn solid and do not blink.

[Angeli]

Hi Keenan, 

We've checked your account and note that modem is already out of warranty. At this point, we can offer two options for you.

1. Get a free modem for 6 months contract, pay the $10 shipping fee; or
2. Purchase a modem for $99.95 plus $10 shipping fee.

Let us know your chosen option. 

[Angeli · Accepted solution]

Hi @Keenan, 

We've sent you a private message regarding this matter. We'll be waiting for your response. 

[Keenan]

Tpg offered me with a solution and I'm happy with their service! A slight misunderstanding contributed to the messages above.