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We moved house but no working internet

Level 2

We moved house from '10 francis st strathfield ' to '2/91-93 Wentworth rd Strathfield '. When we moving TPG talks to me "you can use modem before same" but No working. Maybe I need new white modem(also I have already black Nbn network box).
My account no is xxxxxxx.
Please help me


Hi @miyoung1976 ,


For new services, we recommend customers to check if their service has been installed and activated.


We have created this community article, which contains a video on How to track your TPG service installation


We also send an email notification once the service is activated.


If you have received this email and the service is still not working, we recommend to check if the equipment is properly set up and we have created setup guides for all technologies that TPG use : New Connection Setup Help


In your case, it appears that the service has been installed, the NBN connection box is getting a signal, but the modem is not communicating with the NBN connection box.


We recommend that you double check the equipment physical set up by following the guide below. 


NBN Hybrid Fibre Coaxial (NBN HFC) Setup Guide