No internet connection on BYO TP-link modem

[D_man]

Hi, I have not been able to connect to the internet the last couple of days. The internet light on my BYO TP-link modem will not turn on. I have tried a hard reset via the button at the back of the modem. I have also accessed the gateway using the modem's default IP address and tried to change the EWAN settings (including username and password). Still no internet connection, even when using my AGL internet account number for the username and password. I have been using this modem with AGL providing the internet service for over a year, but no issues until now. AGL customer support tells me the issue is an NBN outage in South Australia, but NBN is working just fine. There are 4 green lights on the NBN box and direct connection via ethernet to a device provides an internet connection. Any help on this would be much appreciated, thanks.

[SSD]

I haven’t had internet since Tuesday afternoon (I’m in Victoria), with BYO TP-Link modem.

Contacted AGL customer support via chat in the evening just to know if this was an isolated case or if there was an outage, instead they suggested I reset my modem. I reset it without giving it much thought, thinking they’ll be able to help me set it up again but they insisted I contact my modem manufacturer instead. Called AGL support on Wednesday and they informed me that there was indeed an outage, and that it would be back by 9pm. I was advised to turn off the modem and turn it back on after 9pm and I reconfigured my EWAN settings with AGL account number and password, and internet is still not working till Thursday morning. 

[Sheena_AGL]

Hi @D_man 

Thank you for reaching out to us.
In SA at the moment we have a no authentication fault which will be the internet light.

We recommend you speak with us on our live chat platform, or on 131245 so we can assist further with the connection.
Using the Account number for the username and password for the modem is correct, please make sure you have ACC in capital letters.
Thank you, Sheena
AGL Telecommunications