Hi David 64. Many thanks for your reply and explanation. I eventually got onto TPG and explained the situation. I was asked for info about my modem and told the lovely lady what it was. She said it's too old. I told her that I asked the staff member if I needed a new modem before I got the NBN connected and this staff member said no....(it's in the recording so that's proof on my part). The lady apologised and I will be getting a new modem and shipping free. It should arrive on Tuesday....so happy days ahead. ... View more