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• When will my plan change?
• How will plans change?
• Can I change my internet plan?
• Can I change the add-on Call Pack on my phone plan?
• What happens if I cancel my plan?
• More information

When will my plan change?

Customers who signed up after 20 February 2025: Your plan’s price will automatically change when your plan next renews after 26 March 2025.

Customers who signed up before 20 February 2025: Plan changes will happen automatically in the month advised in your initial notice. Notices will be sent at least 30 days before the change.

If you have multiple TPG services affected by this change, you’ll get one notice per service, and the change for each plan may happen at different times.

Note: It’s not possible to complete your scheduled plan change sooner – please wait for it to happen automatically.

How will plans change?

• The monthly price of your plan may increase, decrease, or stay the same (after any applicable discounts).
• Your internet speed may change.
• If you have a Voice plan, new optional add-on Call packs will be available. The included value of any existing Call Pack may change – please refer to your notice or the Critical Information Summary for your new plan for details.
• The name of your plan will be updated to the name of your new plan.
• Your username and any phone numbers linked to your internet service will stay the same.

Can I change my internet plan?

We’ve chosen your new plan based on the price and features of your old plan.

If you’d prefer a different plan, you can switch to any of our current plans in My Account.

Important: If you change your plan, your scheduled plan change will not happen and the plan we’ve selected for you may not be available later.

Can I change the add-on Call Pack on my phone plan?

Once you’re on your new phone plan, you can add, switch or remove an add-on Call Pack in My Account.

What happens if I cancel my plan?

To cancel your TPG plan, please call us on 13 14 23. You won’t be charged a cancellation fee.

More information

If you have any questions about this change, please call us on 13 14 23 and we’ll be happy to help.

For full Terms & Conditions, see your internet plan’s Service Description at: https://www.tpg.com.au/terms_conditions

• What does this mean for customers?
• When will my plan change?
• Will this affect my Prepaid Balance?
• Can I change my mobile plan?
• How are international call rates changing?
• What happens if I cancel my plan? 
• More information

What does this mean for customers?

If your mobile service is affected by the change, you’ll get a notice from us explaining how your new mobile plan compares to your current plan.

• The monthly price of your mobile plan may increase, decrease, or stay the same (after any applicable discounts).
• You may begin receiving a discount for linking an eligible mobile plan with TPG. Bundling discounts cannot be used with any other offer and will end if the internet service is unlinked or becomes inactive.
• The monthly data included with your plan may increase.
• Your mobile plan’s monthly included values for standard national and international calls, SMS and MMS may change.
• The call rates for some International destinations may change. You can look up International rates on our website.
• If you have a $5/mth International Call Pack, this will be removed.
• Your plan may gain access to a 5G network when you use a 5G-ready phone inside our 5G coverage area.
• Your mobile data speed may be capped at 150Mbps or 250Mbps, depending on your mobile plan. Although your mobile speed will vary depending on your phone and coverage, streaming videos, using social media, and downloading files will still work just as smoothly as they do now.
• The name of your mobile plan will be updated to the name of your new plan.
• Your mobile number and monthly billing period for your mobile service will stay the same.

When will my plan change?

Plan changes will happen automatically when your mobile plan next renews at least 30 days after your initial notice.

To see when your mobile plan next renews, log in to My Account. and hit Mobile Usage. You’ll see a line that says, “Your quota resets in XX days”, followed by the date.

Note: It’s not possible to expedite these plan changes – please wait until they happen automatically.

Will this affect my Prepaid Balance?

Any Prepaid Balance you have will carry over to your new mobile plan.

You may find you don’t need to top up your Prepaid Balance as often as before, depending on your new plan’s included value.

Can I change my mobile plan?

We’ve chosen your new plan based on the price and value of your old plan.

If you’d prefer a different plan, you can switch to any of our current mobile plans in My Account.

Important: If you change your mobile plan, your scheduled plan change will not happen and the plan we’ve selected for you, including any promotional discounts, may not be available later.

Selected customers have been offered a “Classic” plan, which is available by invitation only. If you change or cancel your Classic mobile plan, you cannot return to the Classic plan in the future.

How are international call rates changing?

International flagfall will change from 40c to 35c. For many destinations, call rates will become cheaper – you can look up International rates on our website.

Please note that four destinations will have an increased call rate as follows:

What happens if I cancel my plan? 

If you want to cancel your mobile plan due to this change, you can call us on 13 14 23, and you won’t be charged a cancellation fee.

More information

If you have any questions about your plan change, please call us on 13 14 23 and we’ll be happy to help.

For full Terms & Conditions, see our Mobile Service Description at: https://www.tpg.com.au/terms_conditions

• Arris CM3500 nbn HFC Connection Box Status lights
• On the back
• On the front
• Arris CM8200 nbn HFC Connection Box Status lights
• On the back
• On the front

Arris CM3500 nbn HFC Connection Box Status lights

This model was supplied from 19 March 2025.

On the back

On the front

Arris CM8200 nbn HFC Connection Box Status lights

This model was supplied before 19 March 2025.

On the back

On the front

• Why will I be receiving more communication from you?
• How will these changes impact my existing services?
• How can I update my contact details?
• What if I have questions or need assistance with my account?

Why will I be receiving more communication from you?

We are taking the step to reduce complexity, and this will mean some changes for our customers as we streamline and upgrade our systems.

How will these changes impact my existing services?

We’ll keep you informed about any impacts or adjustments related to your services. Stay tuned for further updates.

How can I update my contact details?

You can update your contact details in My Account.

What if I have questions or need assistance with my account?

Our customer support team is here to help! Visit our contact us page to get in touch.

• My TPG mobile plan uses the Optus network - what do I need to do?
• I have a 3G mobile broadband plan – what do I need to do?
• What coverage does the Optus 4G/5G network have?

My TPG mobile plan uses the Optus network - what do I need to do?

If you got your TPG mobile plan before 12 July 2021 and you use a 3G-only phone, tablets or mobile device;

1. You need to urgently upgrade to a 4G or 5G compatible device before 28 October 2024; and
2. Check that VoLTE settings are turned on.

To check if your phone, tablet or mobile device will be compatible, you can text “3” to 3498 for free and an automatic reply will tell you if your device is 4G/5G compatible.

If your device doesn’t support 4G calling, you will not be able to make an emergency call to 000 after the 3G network shuts down.

I have a 3G mobile broadband plan – what do I need to do?

Your 3G mobile broadband service will stop working once the Optus 3G network is shut down.

You’ll need to switch to an alternative internet service as soon as possible to avoid any interruption to your mobile broadband service.

Once you’re online with your new internet service, call us on 1300 993 019 to cancel your TPG 3G mobile broadband plan. You won’t be charged any cancellation fees.

If your mobile broadband modem is not compatible with your new internet service, please consider eWaste recycling facilities which may be offered by your local council.

What coverage does the Optus 4G/5G network have?

You can check Optus 4G and 5G coverage on the Optus coverage map.

• Information for customers with a credit balance on their Chariot Internet accounts
• Are other refund methods available?
• What happens if a refund is not claimed?
• More information

Information for customers with a credit balance on their Chariot Internet accounts

Customers with a credit balance on their Chariot account will be notified by TPG to call us on 1300 137 425 before a certain deadline to arrange a refund to a nominated bank account.

Once requested, refunds will be processed within 10 working days.

Are other refund methods available?

No, refunds may only be processed to a nominated bank account. Refunds via credit card or cheque are not available.

What happens if a refund is not claimed?

• Refunds under $20 (Inclusive): After 25 August 2024, these refunds will be forfeited and can no longer be claimed from TPG.
• Refunds between $20.01 - $100.00: After 31 January 2025, these refunds will be forfeited and can no longer be claimed from TPG.
• Refunds over $100.01: After 30 September 2026, these refunds will be transferred to Revenue NSW under the Unclaimed Monies Act without further notice to you and can no longer be claimed from TPG.

Refunds above $100.01 that have remained unclaimed for a period of 6 years have already been transferred to Revenue NSW.

You can check the Revenue NSW Unclaimed Monies at: https://www.revenue.nsw.gov.au/unclaimed-money/search-and-make-a-claim to search for your unclaimed funds.

More information

At TPG, we want to ensure that your security information and personal details are safe. We will never call you and ask for your passwords, security codes, or credit card details. You should only call us on our legitimate phone numbers or through our official website. For more information, visit: https://support.tpg.com.au/security-information

If you have any questions, please call us on 1300 137 425.