Hi @birvine   Welcome to TPG Community!   We were able to locate your account using your community details and tracked the replacement modem that we've sent.   Based on StarTrack, the parcel is on its way and estimated delivery is on Monday, 3 February 2020.   You can purchase a third party modem, but the VoIP phone that is bundled with our NBN will not work since the setting is embedded in the firmware of our modem/router.   We'll send you a PM with the consignment number of the parcel for you to track it.   BasilDV ... View more