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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 TPG NBN service is active.

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


Note: If your TPG NBN FTTC connection is working correctly, the NBN Network connection Device should have the following status on the lights:

  • Power Light - this will be solid blue when the nbn™ connection device is powered on.
  • Connection Light - this will be solid blue when the nbn™ connection device is powering the nbn™ access network equipment outside your home. If the light is red, contact our Technical Support team on 13 14 23.
  • Broadband Light - this will be solid blue when the nbn™ connection device is communicating with the nbn™ access network.
  • Local Area Network (LAN) Light - this will be solid blue or amber when the nbn™ connection device and your modem are connected, but will blink when information is being transferred between them (e.g. when you're browsing the internet).



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

1. The power cord running to the nbn™ connection device and modem are firmly plugged in at both ends and the power is on.

2. Try resetting the nbn™ connection device by holding the 'RESET' button for 1-2 seconds.

3. Try using other telephone wall sockets to see if the service is active through these.

4. The telephone cable running from the nbn™ connection device to the wall is secure and not pinched, kinked or bent (this can cause a break or short in the cable)

5. The location of your modem is just as important as the device itself. Ensure it’s not locked away in a cupboard, hidden behind a TV or kept it in an internal room. The modem should be located in a central area away from solid walls.

If you are still unable to access the Internet, please contact our Technical Support team on 13 14 23. Alternatively, ask our TPG Community at https://community.tpg.com.au.