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Troubleshooting Your Internet Connection


This page contains useful troubleshooting tips if you are having issues connecting to the Internet.

IMPORTANT: If this is the first time you are trying to use the connection, please contact Customer Service on 13 14 23 to verify that your TPG NBN service has been installed.

Before attempting the troubleshooting steps, TPG recommends that you:

  • Check our Service Status at http://www.tpg.com.au/servicestatus for outages

  • Connect your computer directly to your TPG supplied wireless router using an Ethernet cable to eliminate wireless networking problem

  • Restart your TPG NBN router

If you are still unable to connect to the Internet, please proceed with the troubleshooting below.

If your TPG NBN Fixed Wireless connection is working correctly, the POWER indicator should be illuminated green and the STATUS and ODU indicators should be blinking green as shown below.



1. If all of the indicator lights on your NBN router are off, this means the device is not getting any power or malfunctioning. If you are confident the power outlet that you have connected the NBN power supply to is working then your Network Termination Device may be faulty. Please contact our Technical Support Team on 13 14 23.

2. If the UNI-D light on the correct port is off, ensure the Ethernet cable between the TPG NBN router and the Network Termination Device is securely connected and that this cable is not damaged.

3. If the ODU or STATUS indicators are red please contact our Technical Support Team on 13 14 23.

4. If all the indicator lights on your Network Termination Device are normal there may be a problem with your network configuration:

  • Ensure your computer is obtaining an IP address and DNS settings automatically:

    • Open Network Connections in Windows Control Panel.

    • Right click your Local Area Connection, and then click Properties.

    • Under "This connection uses the following items" click Internet Protocol (TCP/IP), and then click Properties.

    • Ensure that Obtain an IP address automatically and Obtain DNS server address automatically are both ticked, and then click OK.

  • Ensure your browser's proxy settings are correct.

    • If using Internet Explorer:

      • Click Tools in the top menu bar of your browser, and then click Internet Options.

      • Click the Connections tab, and then click LAN Settings.

      • Untick all boxes.

      • Click Advanced, and then click Restore advanced settings.

      • Click Apply and If you are still unable to connect to the Internet, please proceed with the troubleshooting below.

    • If using Mozilla Firefox:

      • Click Tools at the top menu bar of your browser, and then click Options.

      • Click the Advanced tab, and then click Settings.

      • Select No proxy.

      • Click OK, and then OK again.

Try resetting your TPG NBN router to factory defaults and then reconfiguring it with your TPG settings. To do this press and hold the reset button on the back of the TPG NBN router for ten seconds. To reconfigure your TPG NBN router please refer to the quick reference guide which was supplied with the router.

If you are still unable to access the Internet, please contact our Technical Support team on 13 14 23 and indicate which of the troubleshooting steps you have completed.

NBN connection box Light indicators