No Internet

[timhu89]

Hi TPG,

I have been without internet for one week now. I have attempted to troubleshoot to no avail. Could you please help.

Thanks

[Angeli]

Hi @timhu89, 

What are the status of your modem lights? Have you checked the physical set up if there are loose cables? 

-Angeli

[timhu89]

Hi Angeli,

I have a FTTN connection, with an Archer 1600v modem-router. The modem-router does not have illuminated Internet or DSL lights. The Power, 2.4G and 5G WiFi lights are illuminated.

I have tried:
1. Soft resetting it by unplugging it for 10 minutes.
2. Factory resetting it and re-entering my TPG username and password in the Admin console’s PPPoE settings.

There are no loose cables. I have tried resetting it multiple times.

Thank you

[Angeli]

Hi @timhu89, 

Your issue has been escalated to our Engineering Team for investigation and they'll be contacting you within the day. Your ticket reference number is 12303549. Please keep the modem powered ON for remote testing. 

Thanks,

Angeli

[timhu89]

Hi Angeli,

The technician came out today and said they fixed the NBN cabling and to contact TPG for further troubleshooting. The internet light is still off and there is no internet.

Thanks

[Angeli]

Hi @timhu89, 

I've asked our Engineering Team to contact you for the update on your escalated case. 

Regards, 

Angeli