Welcome to TPG Community,
Could you PM (Private message) me your customer ID, username, service address or mobile number so I can check the status here.
To learn how to send a private message, click here.
Thanks for raising this to us. The modem we provide is a standard modem and we’ve optimised the setup to complement our specifically configured modem settings.
We provide the modem for all our NBN plans as they are sold as an Internet & Home Phone Bundle.
As the Home Phone component of your bundle is encrypted for security, you will need to use our modem if you are to make and receive phone calls.
In the event that you do not like the modem/router that we provide you may also use a 3rd party modem/router and we will provide you the settings required to access the internet.
To better understand what causing this issue, send us your account details (Username/Customer ID together with the address on file).
In case you need a reference: How do I private message (PM) in the community