Hi @rachelpollett ,
For customers experiencing any issues with their service, we recommend the best thing to do first is check if there's an outage.
Check our Service Status page for any known outages. If you're on NBN, we have created this article that can guide you on How to Check for NBN Network Outage
If there are no known outages in your area, you can proceed with the troubleshooting steps indicated on this link:
If you need further assistance, please send us a private message with your TPG customer ID, username and complete address.
To send a PM, please refer to this link: How do I private message (PM) in the community
