TPG Community

Andrewkay78 · ‎06-04-2020

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.

RajenS · ‎30-04-2020

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

View solution in original post

BryanR · ‎06-04-2020

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

Bryan

Andrewkay78 · ‎06-04-2020

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

Andrewkay78 · ‎06-04-2020

Hi Brian,

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

BryanR · ‎06-04-2020

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

Andrewkay78 · ‎06-04-2020

I purchased a new cable and it’s still not working

Andrewkay78 · ‎06-04-2020

NBN box lights are coming up all blue but last one LAN flashes every now and then?

Andrewkay78 · ‎06-04-2020

Can you please send a technician in as we require internet urgently for work.

Andrewkay78 · ‎07-04-2020

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?

KarlB · ‎07-04-2020

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

TPG Community

Internet not Working NBN