internet light still off

[Johannsaraau]

Hello,
I got a message from TPG let me connect the modem. I did everything. Now the modem is good. The four lights are all turn blue. But on the router, the internet light still off. So I sill can’t have internet. Could you tell me what do I need to do now? Thank you

[KarlB]

Hi @Johannsaraau 

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?

Regards,

Karl

[Johannsaraau]

***********
Customer ID: ***********
***********

[KarlB · Accepted solution]

Hi @Johannsaraau 

Your service looks like it should be ready to go. I can see your modem is trying to connect, but it has the wrong password configured. You will need to update the password in your modem/router settings as per the link below.

https://www.tpg.com.au/helpdesk/pppoe/HFC_VR1600v_WIN7.pdf

If you can't recall what your TPG password is, you can get your password sent out from the link below.

https://cyberstore.tpg.com.au/forgot_password.php

Regards,

Karl

[Johannsaraau]

My computer do not have the entrance to connect the modem cable. So how should I set up the password?

[KarlB]

Hi @Johannsaraau 

You will need to connect the computer into the modem Wi-Fi instead and follow the same steps.

Regards,

Karl

[KarlB]

Hi @Johannsaraau 

Good work. I can now see you online.

Regards,

Karl

[Johannsaraau]

Yes, I got it, thank you.
Can you explain me why my data is offline in my app?
Follow file. Thanks

[KarlB]

Hi @Johannsaraau 

We are still waiting for NBN to complete the order. I have sent a request to our Provisioning Team to get is completed. The service will still work in the meantime.

Regards,

Karl

[Johannsaraau]

Hi Karl, I got another question. I realize that I have a digital voice number, but I don’t need that. How can I cancel this? And did I pay any amount extra to had this in my contract?
Thanks