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New connection, no internet

Level 2
I was advised that the nbn connection is active now and followed all steps, but after 3 hours, it’s still not working. Can you help please?
10 REPLIES 10
Level 2

Hi, 

I'm having the eta problems as you, had your internet up and running yet? 
Thanks

Level 2
Oh sorry to hear that. Nothing so far. Trying all kinds of troubleshooting thing. Let me know if something works for you.
Moderator

Hi @beatemueller 


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

Moderator

Hi @beatemueller 

 

Your NBN order is still showing in progress. Can you please confirm your modem and NBN NCD is connected like the image below and powered on? NBN need to be able to detect your NBN NCD, please leave this connected and powered on.

FTTC Setup.png

Regards,

Karl

Level 2
Hi Karl, yes everything is set up and connected this way. It’s all turned on ready for you to run the test.
Thank you!
Best,
Beate
Moderator

Hi @beatemueller 

 

Thank you for confirming your setup.

 

We are still waiting for NBN to complete your order. I have requested for our Provisioning Team to investigate and requested for someone to call you back later on today with an update.

 

Regards,

Karl

Level 2
Hi Karl,
I talked to someone from the Provisioning Team but they couldn’t fix it. Can you investigate further please?
Cheers,
Beate
Moderator

Hi @beatemueller 

 

From what I can see the Provisioning Team try to contact you, and you were unreachable. Do you want me to request for Provisioning to call you again?

 

Regards,

Karl

Level 2
Hi Karl, yes please they can contact me now. They left a number that isn’t working. My internet is still not working.
Regards,
Beate