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Troubleshooting Your Internet Connection

Problems Connecting to the Internet (FTTB Bundle)


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

IMPORTANT: Only follow this troubleshooting guide if your FTTB connection has been completely installed on your telephone line. A technician would have visited your premises to complete the installation and you would have also received a confirmation email to the email address you provided at the time of registration once your service is active.

Before attempting the troubleshooting steps, TPG recommends that you:

  • Connect your computer directly to your modem using Ethernet cable without any router to eliminate possible router or wireless network issues.

  • "Power cycle" your modem. This means turning your modem off and waiting for one minute before turning it back on again. This allows your modem to re-establish connection to our server.

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 modem are off or the Power light is flashing, 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 labeled '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 Digital Voice settings after a hard reset. Please note that after hard reset you will need to reconfigure the modem with TPG data settings. Please click here for modem configuration guide or call our Technical Support team on 13 14 23 for assistance.

If there is still no power to your modem following the troubleshooting tips above, your device may be faulty. If it is still under warranty, you may contact the device manufacturer for possible replacement. There is a 1 year warranty for all modems purchased from TPG. Please contact us on 13 14 23 before shipping back any suspected faulty equipment to us.


2. If the WAN light on your modem is off or flashing, this indicates that the modem is not picking up DSL signal from your telephone line. Since the phone service included in FTTB Bundle is a Digital Voice service (VoIP), you should not have anything else plugged into the phone wall sockets in your home. Here are a few things you can try:

  • Please ensure that your telephone is connected to the VoIP port on 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 FTTB service.

  • If your FTTB service comes with an NTU:



  • Please make sure that your modem is connected directly to the Modem jack on the NTU without any ADSL filter/splitter.

  • Ensure that your NTU is powered up and switched on. The power light on your NTU should be on solid green.

  • The uplink port of your NTU should be plugged into your primary phone wall socket.


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 VoIP 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.


5. If the Ethernet/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. Open Network Connections on your Control Panel.
    2. Right click your Local Area Connection, and then click Properties.
    3. Under "This connection uses the following items" click Internet Protocol (TCP/IP), and then click Properties.
    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. Open Internet Explorer. Click Tools at the top menu bar of your browser, and then click Internet Options.
    2. Click the Connections tab, and then click LAN Settings.
    3. Untick all boxes.
    4. Click Advanced, and then click Restore advanced settings.
    5. Click Apply and then OK.

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

  • You can also try resetting your modem to its factory default and then reconfiguring it with TPG settings. Most modems have a 'hard reset' feature. It usually looks like a pinhole labeled '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. After resetting your modem to factory default, you can then reconfigure your modem with TPG settings. 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.