Urgent tech support needed

[Sam-g]

Can someone from tech support urgently call me regarding our fibre broadband internet outage Since 3 days
Account 6446846

[Mal_mod]

Hi @Sam-g 

Let  me have a look at  this for you. 

Can you please reply ( in private ) with your User ID/ Name - or a Mobile number associated with your account. 

[Mal_mod]

Hi Sam-g,

Can you verify, you are still using the TPG supplied modem, and whether it's DSL light is currently on or off ?

[Sam-g]

Yes same modem DSL LIGHT IS ON
No internet light

[Mal_mod]

Ok, can you please unplug it for about 5 mins 
I need to confirm I'm looking  at  the correct  device.