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Troubleshooting Your Internet Connection


Problems Connecting to the Internet


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 NBN modem using an Ethernet cable to eliminate wireless networking problems

  • Turn your TPG NBN modem off and then wait 1 minute before turning it back on again.

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

Firstly, go to your modem and check the indicator lights.



1. If all of the indicator lights on your NBN modem are off, this means the device is not getting any power or malfunctioning. Here are a few things you can try:

  • Check that your modem's power adapter is connected properly and securely to both your modem and to the power outlet. You may disconnect and reconnect to make sure that it is not loose.

  • Connect the modem to a different power outlet in your house that you know is working.

  • Make sure that you are using the correct power adapter. You may try a different power adapter with the same voltage and current rating for testing.

  • Most modems have a 'hard reset' feature. It usually looks like a pinhole labelled 'reset' at the back or under your modem. You may use a paper clip to press this pinhole and hold for 10 seconds which should reset the modem to factory default.

  • Your TPG supplied modem will automatically download the correct broadband configuration and Digital Voice settings after a hard reset. Please note, the download process could take up to 15 minutes. Please click here for modem configuration guide or call our Technical Support team on 13 14 23 for assistance.

2.If the DSL light on your modem is off or flashing, this indicates that the modem is not picking up DSL signal from your telephone line. Since you are a TPG Digital Voice customer, you should not have anything else plugged into the phone wall sockets in your home.

Please ensure that your telephone is connected to the Phone 1 port on the back of your modem. All other telephony devices (e.g. fax machine, Foxtel, etc.) in your home should be disconnected from your wall telephone sockets as they may interfere with your TPG Digital Voice service.

3. If the Internet light on your modem is red, you may have an authentication problem. The most common cause for this is billing issue. TPG bills your monthly access charges in advance. Your service will be suspended if TPG is unable to auto debit your credit card/bank account. If you have changed your payment details, you must update this information in your TPG account. If you have an alternative Internet connection, you can update your payment details in your Account. Otherwise, please call TPG Accounts Department on 13 14 23.

Another common cause for this is wrong TPG username and password settings in your modem/router. If an incorrect username or password is set in your modem/router, you will not be able to access the Internet. Please visit our modem configuration page or refer to your modem's manual if you need information on how to configure your modem. If you have lost or forgotten your TPG username, please contact TPG Accounts Department on 13 14 23.

4. If the Phone1 light on your modem is red, your Digital Voice service has not registered to TPG voice servers. You can remedy this by factory resetting your modem either through the menu or via the pinhole at the back. Your TPG supplied modem will download the correct TPG Digital Voice configuration after a factory reset. Please be aware the downloading process could take up to 15 minutes.

5. If the LAN light on your modem is off, this indicates that there may be a problem with your Local Area Network. Ensure that your computer is connected properly and securely to your modem using an Ethernet cable and that Local Area Network connection is enabled in your computer.

6. If any of the above does not apply to you or all the indicator lights on your modem are behaving as they should be, this indicates that there may be a problem with the network configuration in your computer, browser, or modem. There are a few things you can try:

  • Make sure that your computer is obtaining IP address and DNS settings automatically:

    1. 1. Open Network Connections on your Control Panel.
    2. 2. Right click your Local Area Connection, and then click Properties.
    3. 3. Under "This connection uses the following items" click Internet Protocol (TCP/IP), and then click Properties.
    4. 4. Ensure that Obtain an IP address automatically and Obtain DNS server address automatically are both ticked, and then click OK.

  • Make sure that your browser's proxy settings are correct.

  • If you are using Internet Explorer:

    1. 1. Open Internet Explorer. Click Tools at the top menu bar of your browser, and then click Internet Options.
    2. 2. Click the Connections tab, and then click LAN Settings.
    3. 3. Untick all boxes.
    4. 4. Click Advanced, and then click Restore advanced settings.
    5. 5. Click Apply and then OK.

    If you are using Mozilla Firefox:

    1. 1. Open Mozilla Firefox. Click the menu button on the top right corner of your browser, and then click Options.
    2. 2. Click Advanced, and then click the Network tab.
    3. 3. Under the network tab, click Settings.
    4. 4. Select No proxy.
    5. 5. Click OK.

7. You can also try resetting your modem to its factory default. Most modems have a 'hard reset' feature. It usually looks like a pinhole labelled 'reset' at the back or under your modem. You may use a paper clip to press this pinhole and hold for 10 seconds which should reset the modem to factory default. Your TPG supplied modem will download the correct Broadband and TPG Digital Voice configuration after a factory reset. Please be aware the downloading process could take up to 15 minutes. Please click here for modem configuration guide or call our Technical Support team on 13 14 23 for assistance.

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 above you have attempted.