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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 modem using an Ethernet cable to eliminate wireless networking problem

  • Restart your TPG NBN modem

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

Note: If your TPG NBN Cable Broadband connection is working correctly, the Power, DS, US and Online lights should be on. The Link light should either be on or flashing.

  • 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.

  • If indicator lights are on or flashing;
    • o Make sure the coaxial cable between your NBN connection box and wall outlet is in good conditions. This should not be pinched, kinked or bent sharply as it can cause a break or short in the cable (and the cable may have to be replaced).
    • o Make sure Ethernet cable and Splitter (if you have one) is correctly connected.

  • If all the indicator lights on your Network Termination Device are on there may be a problem with your network configuration. Try resetting your TPG NBN modem 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 modem for ten seconds. To reconfigure your TPG NBN modem please refer to your modem configuration guide, available here

  • 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.


indicator lights

Indicator lights: start-up sequence

Link Online US DS Power Mode
Off   Off   Off   Off   Off   No power to the nbnTM connection box
Flash   Flash   Flash   Flash   Flash   Power-on self test
Off   Off   Off   Flash   On   Downstream search
Off   Off   Flash   On   On   Downstream found; upstream search
Off   Flash   On   On   On   Downstream and upstream found;
retrieving setup information from nbn
On   On   On   On   On   Ready for service

Indicator lights: normal operation

Link Online US DS Power Mode
On   On   On   On   On   Ready for service
On   Off   Flash   Flash   On   Not connected to the nbnTM network
On   On   Flash   Flash   On   Firmware upgrade
Off   Off   Off   Off   Off   No power to the nbnTM connection box