If your TPG Fibre to the Home (FTTH) service on the Vision network is running slowly, these steps will help you identify the issue.

1. Your service may just be affected by planned maintenance. You can check your address on our Network Status page.
   
   If there is planned maintenance, the results will give you an estimated fix time.
2. Find your FTTH Connection Box – this is usually installed on the inside of an exterior wall in your home, sometimes in the garage. Some older installations may be in a cabinet on an outside wall. 
3. Turn off the Connection Box using the power button or power outlet for at least 10 seconds.
    
   If an outdoor Connection Box has no visible power button or power outlet, skip this step as a restart is not possible.
4. Turn off the power outlet for your modem for at least 10 seconds.
5. Turn both devices back on and wait for your modem's Internet light to come on, then run a speed test.
   
6. Do you have any devices connected to your modem with an Ethernet cable? If speeds on these devices are fine but devices on Wi-Fi are slow, switch to Troubleshooting Wi-Fi speed.
7. Make sure that the device you’re using to run speeds tests is the only one connected to your modem. Unplug all other devices from your modem’s Ethernet ports and turn off other devices that are connected to the Wi-Fi.
8. On your one device, close all other apps using the internet, then run a speed test.
9. If your speed has improved on a single device, you may need to change your plan to get enough bandwidth to support more apps or devices.
    
   You can change your plan in My Account or call us on 1300 997 274 for support.
10. Make sure your modem’s Ethernet cables are in good condition, with “CAT6” or “CAT5e” printed on them.
     
    Older Cat5 Ethernet cables are not recommended for FTTH services. You’ll need to replace any broken or chewed cables.
11. Run a scan on your antivirus/anti-malware software. If your software includes any firewalls, temporarily disable them and run a speed test to see if they’re slowing down your internet.
     
    If any infections are detected, make sure they are quarantined and removed. Contact your software’s Customer Support if you need help.
12. Still getting slow speeds? Please call us on 1300 997 274 and we'll help you.

Your modem will take care of the hard stuff like internet settings, but we’ll need your help to plug it in. The main cables you need will come in the box, and you can grab extra Ethernet cables from the shops if you need them.

These instructions will work for TPG Fibre to the Home (FTTH) services on the Vision network.

Choose your modem to get started:

Picture	Modem
	VX420-G2V Modem
	VX420-G2H Modem
	Don't have a TPG modem? See our BYO modem guide.

How to plug in your VX420-G2V Modem for TPG Fibre (FTTH)

1. First, make sure you’ve got a message from us asking you to plug in your modem. We need to get your connection ready on our side first.
2. Find your FTTH Connection Box – this is usually installed on the inside of an exterior wall in your home, sometimes in the garage. Some older installations may be in a cabinet on an outside wall. Unplug any old modem from the Connection Box and power outlet.
3. Use the power cable to connect your modem's Power port to a power outlet and press your modem’s ON/OFF button.
4. Use the Ethernet cable to connect your modem's blue WAN port to your Connection Box's LAN1 or Ethernet 1 port.
5. You'll find the default Wi-Fi name (SSID) and Wireless password/PIN on your modem's barcode sticker. If you want to change your Wi-Fi name or password, use this guide.
   
6. Your devices will automatically connect to the best Wi-Fi possible. If your Wi-Fi’s running slow, check out Improving Wi-Fi Signal.
7. For online gaming or HD/4K streaming, Ethernet is better than Wi-Fi. If you have extra Ethernet cables, you can connect up to 4 devices to your modem’s yellow LAN ports.
8. To use your TPG Voice phone service, just plug a handset into your modem’s green Phone port.
   
9. Now it's time to enter your modem settings. On a device that's connected to your modem via Ethernet or Wi-Fi, visit http://192.168.1.1 and log in with the default username admin and default password admin.
    
   If you have custom login details, use those instead.
10. Select Internet, enter the following settings and hit Save. Allow up to 5 minutes for the new settings to apply.
     
    Username: Your FTTH username (you'll find this in emails about your FTTH service)
    Password: Your FTTH password (please use our password reset tool if you've forgotten your password)
    Confirm Password: Your FTTH password 
     
    
11. Check your modem's Internet light. If it's green, you're online!
    
    No green light? Call us on 1300 997 274 and we can help you out.
    

How to plug in your VX420-G2H Modem for TPG Fibre (FTTH)

1. First, make sure you’ve got a message from us asking you to plug in your modem. We need to get your connection ready on our side first.
2. Find your FTTH Connection Box – this is usually installed on the inside of an exterior wall in your home, sometimes in the garage. Some older installations may be in a cabinet on an outside wall. Unplug any old modem from the Connection Box and power outlet.
3. Use the power cable to connect your modem's Power port to a power outlet and press your modem’s ON/OFF button.
4. Use the Ethernet cable to connect your modem's blue WAN port to your Connection Box's LAN1 or Ethernet 1 port.
5. You'll find the default Wi-Fi name (SSID) and Wireless password/PIN on your modem's barcode sticker. If you want to change your Wi-Fi name or password, use this guide.
   
6. Your devices will automatically connect to the best Wi-Fi possible. If your Wi-Fi’s running slow, check out Improving Wi-Fi Signal.
7. For online gaming or HD/4K streaming, Ethernet is better than Wi-Fi. If you have extra Ethernet cables, you can connect up to 4 devices to your modem’s yellow LAN ports.
8. To use your TPG Voice phone service, just plug a handset into your modem’s green Phone port.
   
9. Now it's time to enter your modem settings. On a device that's connected to your modem via Ethernet or Wi-Fi, visit http://192.168.1.1 and log in with the default username admin and default password admin.
    
   If you have custom login details, use those instead.
10. Select Internet, enter the following settings and hit Save. Allow up to 5 minutes for the new settings to apply.
     
    Username: Your FTTH username (you'll find this in emails about your FTTH service)
    Password: Your FTTH password (please use our password reset tool if you've forgotten your password)
    Confirm Password: Your FTTH password 
     
    
11. Check your modem's Internet light. If it's green, you're online!
    
    No green light? Call us on 1300 997 274 and we can help you out.
    

You may have received a notice about moving to a new plan for your TPG service.

Due to a number of factors, including recent changes in wholesale pricing, the pricing of our current plans has been updated.

We’re working to move all TPG customers onto these current plans to provide a better experience for our customers. This simplification also helps us focus on more important aspects of delivering your service.

Select one of the links below to jump to a query:

Here's what the status lights mean on your Wi-Fi Max 5G Modem.

There's one light on the front of the modem to quickly check the modem status, and a column of 2 lights on the back of the modem. From top to bottom, they are: Bluetooth/WPS Connectivity and Internet.

You may have received a notice about a plan change for your TPG mobile service.

We’re simplifying our product range to provide a better experience for our customers. As part of that, we’re working to move all customers onto our latest mobile plans. This helps us focus on more important aspects of delivering your service, such as handling an increasing amount of usage on our network.

Select one of the links below to jump to a query:

Part of your TPG mobile plan's included value may refer to "221 select destinations", which are listed here. Please check your plan's Critical Information Summary for more information.

To look up a specific destination, press CTRL + F on your keyboard or long-press your phone screen and hit Find to open the Find tool. Type the name of the destination in the Find tool's search bar.

Checking the status lights on your nbn Connection Box (NCB) for nbn HFC can be useful for troubleshooting.

Select one of the links below to jump to a query:

• 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

Light	States and meaning
Off	Off = Nothing is plugged into the 2.5G port. Green = A device is plugged in with a CAT5e or CAT6 Ethernet cable. Yellow = A device is plugged in with an older CAT5 Ethernet cable, which may not support the full speed of your nbn HFC plan. We recommend switching to a CAT5e ot CAT6 Ethernet cable.

 

On the front

Light	States and meaning
Power	Off = No power. Green = Your NCB has power.
Downstream	Off = Your NCB is still searching for a connection, or has no power. Green = Your NCB can download data. Flashing green = A firmware upgrade is in progress - this should take 10 minutes or less.
Upstream	Off = Your NCB is still searching for a connection, or has no power. Green = Your NCB can upload data. Flashing green = A firmware upgrade is in progress - this should take 10 minutes or less.
Online	Off = No connection to the network. Green = Your nbn connection is working as expected.

 

Arris CM8200 nbn HFC Connection Box Status lights

This model was supplied before 19 March 2025.

 

On the back

Light	States and meaning
UNI-D Link	Off = Nothing is plugged into the UNI-D port. Green = A device is plugged in with a CAT5e or CAT6 Ethernet cable. Yellow = A device is plugged in with an older CAT5 Ethernet cable, which may not support the full speed of your nbn HFC plan. We recommend switching to a CAT5e ot CAT6 Ethernet cable.

 

On the front

Light	States and meaning
Power	Off = No power. Green = Your NCB has power.
Downstream	Off = No power. Green = Successful downstream connection. Flashing green = Your NCB is searching for a downstream connection. If the ONLINE light is on, a firmware upgrade is in progress.
Upstream	Off = No power or no downstream connection. Green = Successful upstream connection. Flashing green = Your NCB has a downstream connection and now it's searching for an upstream connection. If the ONLINE light is on, a firmware upgrade is in progress.
Online	Off = No connection to the network. Green = Successful network connection. Flashing green = Your NCB has found a downstream and upstream connection and now it's getting settings from nbn®.

This information is for TPG customers on older mobile plans (sold before 12 July 2021) and 3G mobile broadband plans that use the Optus network.

Optus will start shutting down their 3G network from 28 October 2024. For more information about the TPG 3G shutdown, see our 3G Network Closure FAQ.

Our priority is to help customers make a smooth transition to 4G or 5G mobile, or an alternative broadband service.

Please note: 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.

Select one of the links below to jump to a query:

These rates are for older TPG mobile plans sold before 2 August 2024. They apply when using your TPG mobile to call International destinations from Australia.

If your TPG mobile plan doesn't have an add-on International Call Pack or the destination you're calling isn't included in the International Call Pack, you can top up your Prepaid Balance in My Account to pay for International calls.

To look up a specific destination, press CTRL + F on your keyboard or long-press your phone screen and hit Find to open the Find tool. Type the name of the destination in the Find tool's search bar.