UNID1 has no light.

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Level 2
Dear Sir/Madam,
I have received an email and text stating  that the NBN service is activated and online. However, if I check the online TPG tool to check progress it states:
 
Your installation is progressing.

We’re working hard on getting the service available for you. We'll keep you posted on the progress!
 
I am currently trying to connect the modem but the NBN UNID1 is not showing any colour. I have followed this guide: https://www.tpg.com.au/support/nbn/problems_connect_internet_nbn
However, it is still not working. The TPG phone support and the web chat is not working either. Therefore, please provide a solution shortly. I need internet in order to work.
 
Thanks
1 ACCEPTED SOLUTION

Accepted Solutions
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Moderator

Hi Rodystroop,

Good job,

I found the fault now,

NTD serial numbers don't match NBN records, 

I am escalating this to NBN.

it's an easy fix, and please allow 24 to 48 working hours. 

 

 

 

View solution in original post

11 REPLIES 11
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Moderator

Hi

I can see your NTD is UP, 

but no activity on UNI D port one.

 

any chance you can attach a photo of UNI D1 and Router Wan port, please?

 

Thanks 

Rajen 

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Level 2
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Moderator

Thank you,

connected everything correctly, 

 

did you try another Lan (yellow cable) 

please do that first, if still no luck,

I just need one more favour.

There are serial numbers for this NTD if you can take a photo and send it. 

NBN can fix remotely,

 

you have to do it very carefully.

Fibre optic cables are made with pure class and thin as a hair, if bend too much breaks, then we must send NBN tech to solve this issue.

 

If you are not very confident in doing it, I will escalate to the engineering team for you.

 

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Level 2

I have tired another LAN cable but not luck. Please find the serial numbers of the NBN attached.

 

Highlighted
Moderator

Hi Rodystroop,

Good job,

I found the fault now,

NTD serial numbers don't match NBN records, 

I am escalating this to NBN.

it's an easy fix, and please allow 24 to 48 working hours. 

 

 

 

View solution in original post

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Level 2

Hi Rajens,

 

thanks. Any chance it can be any quicker? 24/48 working hrs means that it is not solved until Tuesday.

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Moderator

Hi 

Please PM me your, adress or mobile phone number. I want to confirm your identity, 

before lodging to NBN 

Thanks  

 

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Moderator

it will be quicker,

but I just like to give a safe answer Smiley Happy

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Level 2

Cool - thanks. PM send. Hope to hear from you.