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Router isn't connecting to internet

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Level 1c
Just got NBN text about 4 hours ago, after which I plugged in the router and it still hasn't gone green - wondering what could be wrong?
7 REPLIES 7
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Moderator


Hi @InternetTrouble 


Thanks for your query!


Let me have a look for you, and I will get back to you ASAP.


There is also a new ''TPG Mobile APP'' to help you with various trouble shooting and account issues, via a mobile phone app.
https://www.tpg.com.au/download


Regards,
David_M

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Moderator

Hi @InternetTrouble 


Can you please Private Message(PM) me your Username/CID/Service address for the service you need help on so i can pull up your account.


How to PM.
https://community.tpg.com.au/t5/Welcome/How-do-I-private-message-PM-in-the-community/m-p/4093#M45


Regards,
David_M

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Moderator

hi @InternetTrouble 

 

I have checked your NBN-FTTN 25/5 service and the install is progressing.

 

You should unplug ALL existing modems, filters and telephones, and plug your new VDSL modem direct to the socket where ADSL used to work from.

After plugging your modem in, the first light to look for is a solid DSL light.

The modem should auto config from there, if not, manually put in your TPG UN/PW.


You may check the setup guide that we've created for NBN-FTTN here.

https://community.tpg.com.au/t5/Broadband-Internet/Fibre-to-the-Node-Building-NBN-FTTN-FTTB-Setup-Gu...

 

Regards,
David_M

 

 

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Level 1c
So I had already done this previously. How do I manually log in the guide doesn't explain it
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Moderator

Hi @InternetTrouble 

 

So you can confirm a solid DSL light on the modem?

i assume it is a TPLINK 1600v modem.


Please find an attached link for a guide to help you configure your modem.

https://community.tpg.com.au/t5/Modems-and-Devices/How-to-set-up-your-TP-Link-VR1600v-modem/m-p/709#...

 

Regards,
David_M

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Level 1c
I tried that method of reconfiguring - doesn't seem to have worked. DSL light is still on
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Moderator

Hi @InternetTrouble 

 

The DSL light is great news. It just needs your account to be put into the modem.

 

I have forwarded this on to our engineers to check everything and give you a call back ASAP within 48hrs to help finish your install.

Keep checking the guides i provided, and you may be able to get it going yourself before hand.

 

Thanks,