TPG Community

Get online support

Service active but still no internet

SOLVED Go to solution
rlee2656
Level 2
I received an email saying my service is now active but when I connect to the router it still says the internet is limited with no internet.
All the 5 lights are fully green on the router. Is it still not done on your end?
1 ACCEPTED SOLUTION

Accepted Solutions
rlee2656
Level 2
I fixed it. Turns out the username and password on the router were wrong.

View solution in original post

6 REPLIES 6
KarlB
Moderator

Hi @rlee2656,


Welcome to the community,

 

Could you please send me a PM (private message) with your Full Name, CID (customer identication number) and your mobile phone number, so I can take a look at your service?

 

Kind regards,

Karl

rlee2656
Level 2
I have sent you a PM.
KarlB
Moderator

 Hi @rlee2656,

 

I got your PM.

 

From what I can see your NBN service should be ready to go. I'm picking up a modem on the line, but not getting any authentication(Username and password coming through).

 

Can you please confirm the following?

 

-Are you using your TPG supplied modem? If you are, can you look at the bottom of the modem and provide the last 4 digits of the MAC address?

 

-What lights are you getting on your modem? (Please note if some of the lights are solid, flashing and also the colour) (Photo is always best if you have that option)

 

Thanks,

Karl

rlee2656
Level 2
I am using the TPG supplied modem, it's a TP-Link modem AC1600.
The last four digits of the Mac address are 95-A7 and the first 5 lights are solid green as indicated by the photo.
rlee2656
Level 2
I fixed it. Turns out the username and password on the router were wrong.

View solution in original post

KarlB
Moderator

Hi @rlee2656,

 

That is great news. I'm glad it was a simple fix.

 

Kind regards,

Karl