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moved house 2 weeks already and still internet not working

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Level 1b

My internet connection should be up and running by 15th of June as per TPG comnmitment. I can discover my connection in available wifi connections but its not browsing yet. I can connect it on my computer but its not working. Please help to resolve this issue. 

4 REPLIES 4
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Moderator

Hi @waseembhutto 


Thanks for your query!


Let me have a look for you, and I will get back to you ASAP.


There is also a new ''TPG Mobile APP'' to help you with various trouble shooting and account issues, via a mobile phone app.
https://www.tpg.com.au/download


Regards,
David_M

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Moderator

Hi @waseembhutto 

 

Just to confirm, this service will be working at your house in 5159?

 

The service working there will be NBN-HFC.

Do you have the NBN-NTD box plugged into a coax skt, and powered ON? What is the status of ther NTD lights?

The modem will then need to be plugged into the NBN-NTD. Phone sockets will not work for incomming internet signals.

 

You may check the setup guide that we've created for NBN-HFC here.

https://community.tpg.com.au/t5/Broadband-Internet/NBN-Hybrid-Fibre-Coaxial-NBN-HFC-Setup-Guide/td-p...

 

Regards,
David_M

 

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Level 1b
Hi David,

Yes address is in 5159. I had a chat with one of your consultant over the phone two days ago she says she will update me in 24 hours and I am still waiting to hear back from her. Could you please give me a call to explain me what’s happening to my connection. As per your response it should be working from 15th June and here I am still waiting...
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Moderator

Hi @waseembhutto 

 

It looks like your modem is up, but not authenticated.

 

Can you confirm all the lights on the NTD are ON, and the WAN light on your modem is ON.

We need to configure your modem so the INTERNET light is on also.

You will need to enter your TPG USERNAME and PASSWORD into the modem.

 

Please find an attached link for a guide to help you configure your modem.

https://community.tpg.com.au/t5/Modems-and-Devices/How-to-set-up-your-TP-Link-VR1600v-modem/m-p/709#...

 

Regards,
David_M