Dear TPG Support Team,   I am writing to seek clarification on an issue that affects many of your customers, including myself, regarding the TP-Link modems supplied by TPG.   I understand that TPG purchases these modems, for example, the TP-Link VX420-G2v v2 model, in bulk and is responsible for their firmware updates. This responsibility is critical because, for over a decade, TPG has consistently directed customers to TP-Link for modem-related issues. However, TP-Link's official stance, as found on their website, is to redirect queries about these modems back to the ISP, in this case, TPG.   Under Australian Consumer Law, the retailer, which in this scenario is TPG, bears the responsibility for addressing any faults or performance issues with products they sell. This responsibility encompasses providing appropriate remedies like repair, replacement, or refund when products fail to meet consumer guarantees. Importantly, the law stipulates that the retailer cannot merely refer consumers to the product’s manufacturer for resolution of these issues.   Moreover, matters such as firmware updates, fixing of issues, or non-functioning features are beyond the manufacturer's direct intervention since they do not manage firmware updates for these customised modems; TPG does. This makes TPG the primary point of contact for any related concerns. In light of this, I would like to understand TPG's official position on this matter. If a TPG representative suggests that a customer should contact TP-Link for modem-related issues, how should we proceed, considering TPG's obligations under Australian Consumer Law?   Furthermore, I seek guidance on the appropriate steps for customers to take if their concerns remain unresolved, including potentially contacting the Australian Competition and Consumer Commission and/or the Communications Ombudsman.   Your clarification on this matter will greatly assist in ensuring that customer concerns are appropriately and legally addressed.   Thank you for your attention to this important issue. ... View more

Firmware Version:2.0.0 0.9 v603c.0 Build 221201 Rel.13033n Hardware Version:VX420-G2v v2   Hi TPG Internet Support Team, I'm a TPG customer experiencing issues with parental controls and DNS settings on my TPG supplied TP-Link router. Here's a brief overview: I've configured parental controls to block websites, including "smh.com.au," "news.com.au". I set Windows DNS settings from Automatic to "192.168.1.1" on both Ethernet and Wi-Fi connections (neither settings block the websites), and ensure the MAC addresses match for each. The router address 192.168.1.1 is blocked successfully from those devices (an intended feature I assume), however, the blacklisted sites remain accessible. Steps taken: Checked DNS settings (I am not sure if 192.168.1.1 is the correct setting to use. Router dns is set to 8.8.8.8 and 8.8.4.4) Confirmed "smh.com.au," "news.com.au," etc, are blacklisted, parental controls function is switched on, and the time on the router is correct. Verified device MAC addresses. Cleared Chrome's DNS cache. Tried different Browser (Firefox, Edge) Used PowerShell to check and clear DNS. I'm seeking assistance to resolve this issue and ensure parental controls work. Please advise if there are known issues.   Your prompt help is appreciated. ... View more