r/nbn • u/Sufficient_Dot5206 • 1d ago
TPG internet not working for 4 days — customer service keeps making me factory reset my router. Please help!
Hey everyone, I’m hoping someone can help me figure out what’s going on with my internet because I’m honestly at my wit’s end with TPG customer service.
My internet has been completely down for 4 days now, and I’ve called TPG three times. Every single time, they make me do the same things: factory reset my TP-Link router, delete the table on the EWAN settings page, and re-enter all the settings. None of it works, and I keep getting nowhere.
I’ve also contacted TP-Link directly to make sure it wasn’t a modem issue. They got me to connect the blue Ethernet cable from my NBN box directly to my computer and manually set up a PPPoE connection. That didn’t work either, so they told me it was likely a TPG issue and that TPG needed to fix it.
I’ve already tried:
Factory resetting my TP-Link router multiple times.
Leaving everything disconnected for 30 minutes and reconnecting everything in sequence.
Deleting and re-entering the EWAN settings.
Connecting my computer directly to the NBN box and trying PPPoE manually.
Having someone come out to investigate. They said it was an NBN issue and that it would be fixed within 24–48 hours.
It’s now been 4 days, and my internet still doesn’t work.
I called TPG again today, and the woman I spoke to kept insisting that my internet was working and that I should have a connection, even though I clearly don’t. She was dismissive and kept repeating that I should have internet. Now they’ve escalated the issue AGAIN, and apparently someone needs to come out to my house AGAIN, even though someone has already been here.
I’m so frustrated because nobody seems to be actually investigating the problem. I’m just being told to repeat the same troubleshooting steps over and over again.
Has anyone experienced this with TPG or knows what could be causing it?
A few extra details:
ISP: TPG
Router: TP-Link
Connection: NBN
The router’s internet status shows disconnected, and the IP address, gateway and DNS fields show 0.0.0.0.
I’ve tried setting up PPPoE manually, including directly from my computer, without success.
Could this actually be an NBN line/connection issue, a TPG authentication issue, or something else? And is there anything specific I should ask TPG to check so they stop making me reset everything?
Any advice would be massively appreciated because I genuinely don’t know what else to do.
UPDATE: TPG has now escalated the issue again and is sending a technician to investigate the connection. They’ve also told me that NBN is responsible for providing the credit for the days I’ve been without internet.
I’m still confused because I’ve already had someone attend previously, and I was told the issue would be fixed within 24–48 hours. It’s now been four days with no internet.
Has anyone had experience with TPG saying NBN is responsible for the outage credit? Is that actually how it works, or should I be requesting the credit directly from TPG as my provider?
1
u/erifax 1d ago
What kind of NBN box do you have? What are the lights on it saying? (off, on, colour)
1
u/Sufficient_Dot5206 1d ago
https://reddit.com/link/ph1gve4/video/texleyqf3rvh1/player
heres a video, (they didnt let me upload a photo)
1
u/erifax 1d ago
Thanks. This looks like the NBN HFC box, and those lights look green to me (power, upstream, downstream, online) -- so this looks OK.
The next thing I'd check is the cable between the NBN box and your TP-Link. I'm assuming nothing has come unplugged or rewired since it was working, so I'd be looking for Ethernet connectivity lights. I am not sure if either your TP-Link or this NBN box have them -- basically looking to make sure that the Ethernet port on the NBN box (also called an NTD) and the WAN port on your TP-Link haven't failed.
If there _are_ working Ethernet lights and the cable is hooked up right, then I'd be looking at the TP-Link for system logs. E.g; are the PPPoE connection requests timing out, or are they getting rejected. Either way, that would be an ISP issue to work out with TPG, which sounds like they're frustratingly useless. I'd be churning at that point. :)
1
u/Sufficient_Dot5206 1d ago
thanks for the help, just checked and both seem to be working right, and yes i am churning… also considering canceling TPG, however i have heard its like trying to cancel a gym membership! 🫠
1
u/erifax 1d ago
Assuming the NTD reset that u/Councillor_78 suggested below doesn't fix it, then sounds like it's time for a new service provider. There are a bunch of recommendations here in the sub for providers that have decent support.
1
u/rjchau 1d ago
Your new ISP will cancel the TPG connection for you. The only thing TPG can really do is to try and charge you for another 30 days of service which is not legal. If they pull this, threaten them with a complaint to the TIO.
Note that if you bought a router free or at a discounted rate with a 12/24 month payback period, they can still charge cancellation fees and get you to pay out the remainder of the contract.
1
u/markwid 1d ago
Insist on getting pro-rated refund/credit for days of outage. Australian Consumer Law will back you up in not paying for a service you are not getting.
This will give TPG pressure/motivation to actually fix the problem promptly (whether on TPG end or NBN end).
1
u/Sufficient_Dot5206 1d ago
ahh i see! how should i approach that? just call and ask right up, or explain my problem and then ask for it ( sorry if this is silly question)
1
u/markwid 1d ago edited 1d ago
Call TPG to complain and get the refund request recorded in case notes. Ask for a ticket number for your problem/complaint.
Edit - give a deadline, let's say 3 days. If problem not fixed, just sign up (churn) to a new provider.
1
u/Sufficient_Dot5206 1d ago
just did this, they said its a nbn credit i should be chasing? is this right?
1
u/Pokeynono 1d ago
Yes explain the situation and ask for a credit on your account until the issue has been rectified.
You will normally have to insist on having your complaint escalated to someone that handles complaints because the normal helpline staff won't or can't do .
Good luck I had an NBN issue on and off for several months until it was finally resolved . I ended up getting a credit equivalent to getting 4 months for free .
1
u/Sufficient_Dot5206 1d ago
SEVEN MONTHS!? how did you do anything?
1
u/Pokeynono 1d ago
Several not seven . But I had to use my phone as a hot spot at Fortunately I had unlimited data and sometimes I'd get a whole day or most of the day where it would work before it would crash again.
How bad was it? I had a two page list of unresolved issues being investigated at one point in time
1
u/Sufficient_Dot5206 1d ago
my mistake 😅. how did you end up fixing it?, out of curiosity
1
u/Pokeynono 1d ago
I just kept logging every outage, slowdown etc until they got sick of me and actually sent someone out to look. Hence the two pages of unresolved case numbers sitting in the app
Which I also put in a complaint about because they wanted to charge me $300 to have a tech come and have a look.
It was something to do with when they installed the fibre optic to my house but the issue was in front of my next door neighbour house where the original telephone cables had probably been laid 39 years ago .. The tech was nice and solved it in about 10 minutes.
1
u/Councillor_78 1d ago
This is HFC. The device is “online” so it’s almost certainly a router issue. Try resetting the black NBN device. There should be a recessed button at the back, push it in for 10-15 seconds. Don’t worry, it will reprovision itself
Then connect the router and connect a laptop/computer direct to the router. Avoid wifi until you know it’s back online
1
1
1
u/NoBus7939 I love internet 1d ago
In the time it took you to argue back and forth with TPG you could have churned to a new provider who likely could have diagnosed your problem and gotten a technician out. They’re hopeless.
3
u/rjchau 1d ago
Yes, I've experienced this with TPG. They always start off with asking you to factory reset the modem and won't proceed without it, even though it should have been noted on the call previously that this had been done.
This is why you should migrate off TPG to an RSP that has half decent customer service. You'll pay a little more, but when you have trouble, it'll be well worth it.
Personally, I'd give up on TPG and churn to another provider now. If the fault persists after churning, then your new RSP should be better about fixing it. I can personally Aussie Broadband or Leaptel. I'm currently with Neptune which I believe has good customer service, but I've never had to use it yet.