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?
Source: r/nbn · by /u/Sufficient_Dot5206