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Internet not Working NBN

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Level 3

My customer number is 6549615 - My internet was working perfectly fine then just stopped working out of nowhere. My account is up to date and there are no issues with NBN in my area. I have checked every cable and restarted the devices ie: Modem and NBN BOX. Can someone please get back to me it has been a whole day and i've not heard anything back from anyone in your team! Both my partner and I need the internet to work from home! Please help.

1 ACCEPTED SOLUTION

Accepted Solutions
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Moderator

Hi @Allens 

 

      NBN tech solved your issue at Pitt. 

 and with our small reset, I can see you are online now 

CallerID: AV**************
Connected at: 2020-04-30 11:33:50
Connected for: 1

 

Thanks 

Rajen  

 

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35 REPLIES 35
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Moderator

Hi@Andrewkay78 ,

 

Is your NBN FTTC NCD(network connection Device - White box) getting all Blue LED's?

 

Check the "B" line cord is being used from the NCD to the wall socket.

 

If you are using phones disconnect them from Modem V ports phone1 / phone2.

 

Read our TPG Community article on how to set up your NBN FTTC service. The video is followed by a step by step guide. Visit https://link.tpg.com.au/fttc

 

Regards

BryanLevel 1

 
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Level 3

Hi@BrianR,

 

Yes the NBN FTTC NCD is getting all blue LED's.

 

B Line has been checked and is connected to the wall socket.

 

No phones are connected.

 

Followed the step by step guide.

 

Still no interenet?

 

Regards,

 

Andrew

 

 

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Level 3

Hi Brian,

 

Sorry the LAN LIGHT is not on.......

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Moderator

Hi,

 

The problem appears to be between the NBN NCD WAN port to modem WAN connection.

 

Please try another RJ45 to RJ45 cable from NCD WAN to Modem WAN, then power cycle the modem.

 

Regards

Bryan

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Level 3
I purchased a new cable and it’s still not working
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Level 3
NBN box lights are coming up all blue but last one LAN flashes every now and then?
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Level 3
Can you please send a technician in as we require internet urgently for work.
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Level 3

The internet light is not on. On the modem. It seems as though there is an issue with the Modem provided by TPG? Can you please check?

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Moderator

Hi @Andrewkay78,

 

Have you tried doing a factory reset of your TP-Link modem?

 

You can do this by putting a paper clip into the small reset button on the back of the modem and holding in for 10 seconds.

 

Regards,

Karl