If you can't get calls on your TPG Voice service, these steps will help you identify the issue.

TPG Voice is a VoIP phone service that works over the internet.

 

  1. Is your phone service still new? If it was only ordered recently, we'll send you and email and SMS when it's ready to use.

    If you're moving an existing phone number to TPG: After your internet is connected, it can take another 5 days to transfer your number. During this time you'll be make calls using a temporary number, but you won't get calls.

  2. Is your internet working? Your phone service can't work without internet.

    You can check your address for an internet outage or planned maintenance on our Network Status page.

  3. Find your modem and make sure your phone and all cables are plugged in securely and not damaged.

    You’ll need to replace any broken or chewed cables. If your phone is damaged, please replace it or contact the seller for a warranty claim.

  4. Make sure your phone has power.

    Wireless phones may have batteries that need to be recharged or replaced.

  5. Turn off your modem’s power outlet for at least 5 minutes.

  6. Turn the outlet back on and wait for your modem’s Internet light to come on, then see if you can get a call.

    Internet Light example

  7. Still can’t get calls? Use another phone to call us on 13 14 23 or contact us on our Live Chat and we'll help you.

If your Wi-Fi's running slow, these steps will help you identify the issue.

 

  1. Stand next to your modem and run a speed test.

    Wi-Fi usually has a range of 30 metres indoors, but this can be reduced by walls and other obstacles between your devices and your modem.

  2. If your Wi-Fi is only slow in certain parts of your home, check out our guide on improving Wi-Fi signal.

  3. If you're using a phone, turn off 4G/5G data to make sure that your phone is using the Wi-Fi, then run another speed test.

  4. Your speed may temporarily slow down if you’re running more devices or apps than your connection can handle at the same time. For example, if a device is downloading a large file or running a 4K streaming app, your speed should improve when it’s finished.

    If you need to run more devices or apps at the same time, you can change your plan in My Account or call us on 13 14 23 for support.

  5. Wi-Fi still slow? If you have a TPG modem, please call us on 13 14 23 and we'll help you out.

    If you have a third-party modem, please check the manufacturer's website for support.

Here’s how you can set up a compatible bring-your-own (BYO) modem for TPG nbn HFC.

Your nbn Phone service and included calls are not available if you use a BYO modem.

 

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

 

Modem compatibility

To work on TPG nbn HFC, your modem must:

  • Be nbn-ready and able to support your nbn plan speed
  • Support PPPoE connections by Ethernet WAN

For a list of modems tested by our team, see nbn BYO modem requirements.

 

General nbn® HFC setup guide for any modem

All modems are different. If this advice doesn’t work for your modem, check the manufacturer’s website for a guide on how to plug in and enter the TPG settings.

 

  1. Find your nbn Connection Box (NCB) – this should be connected to your cable wall socket, which may be near another cable wall socket for a cable TV service. Unplug any old modem from the nbn Connection Box and power outlet.

    If your NCB is missing, please call us on 1300 023 575.
  2. Use an Ethernet cable to connect your modem's WAN or LAN/WAN port to your NCB's UNI-D1 or 2.5G port.

    NCBs with 2.5G ports were supplied from 1 October 2024.
  3. Use the power cable to connect your modem's Power port to a power outlet, then turn it on.

    If your modem has a power button or switch, turn it on.
    nbn HFC plugin example
  4. Connect a device to your modem. You can use an Ethernet cable to connect a device to one of the LAN or Ethernet ports, or connect via WiFi.

    The default WiFi name (SSID) and password can be found on your modem’s barcode sticker.
    Example barcode sticker
  5. On your connected device, open your web browser and go to your modem’s gateway address (e.g. http://192.168.1.1). The gateway address and login details can be found on the barcode sticker.

    Modems may have a login username and password, or just a password.
    Example barcode sticker
  6. Make sure your modem has the following settings. If you’re not sure how to do this, check the manufacturer’s website for a guide.
     
    Mode/Modulation: WAN
    Connection Type: PPPoE
     
  7. You’ll need to enter your TPG username and password for the PPPoE connection. Your username is in emails from us about your TPG order, and on your TPG invoice.

    If you forgot your password, you can reset it.
  8. Save your settings and wait 5-10 minutes for your modem to connect.
  9. You should now be online. If you can’t view a website or notice a red or unlit Internet light on your modem, call us on 1300 997 271 for help.

    We’re fully trained on TPG modems, but please note that there may be limited support for your BYO modem.
    Example Internet light

 

Check the manufacturer's website for a setup guide on how to plug in and enter the TPG Broadband Settings.

Here’s how you can set up a compatible bring-your-own (BYO) modem for TPG nbn FTTC.

Your nbn Phone service and included calls are not available if you use a BYO modem.

 

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

 

Modem compatibility

To work on TPG nbn FTTC, your modem must:

  • Be nbn-ready and able to support your nbn plan speed
  • Support PPPoE connections by Ethernet WAN

For a list of modems tested by our team, see nbn BYO modem requirements.

 

General nbn® FTTC setup guide for any modem

All modems are different. If this advice doesn’t work for your modem, check the manufacturer’s website for a guide on how to plug in and enter the TPG settings.

 

  1. Find your nbn Connection Box (NCB) – this should be connected to your phone wall socket. Unplug any old modem from the NCB and power outlet.
     
    If your NCB is missing, please call us on 1300 023 575.
  2. Use an Ethernet cable to connect your modem's WAN or LAN/WAN port to your NCB 's Gateway port.
  3. Use the power cable to connect your modem's Power port to a power outlet, then turn it on.
     
    If your modem has a power button or switch, turn it on.
    nbn FTTC plugin example
  4. Connect a device to your modem. You can use an Ethernet cable to connect a device to one of the LAN or Ethernet ports, or connect via WiFi.
     
    The default WiFi name (SSID) and password can be found on your modem’s barcode sticker.
    Example barcode sticker
  5. On your connected device, open your web browser and go to your modem’s gateway address (e.g. http://192.168.1.1). The gateway address and login details can be found on the barcode sticker.

    Modems may have a login username and password, or just a password.
    Example barcode sticker
  6. Make sure your modem has the following settings. If you’re not sure how to do this, check the manufacturer’s website for a guide.
     
    Mode/Modulation: WAN
    Connection Type: PPPoE
     
  7. You’ll need to enter your TPG username and password for the PPPoE connection. Your username is in emails from us about your TPG order, and on your TPG invoice.
     
    If you forgot your password, you can reset it.
  8. Save your settings and wait 5-10 minutes for your modem to connect.
  9. You should now be online. If you can’t view a website or notice a red or unlit Internet light on your modem, call us on 1300 997 271 for help.
     
    We’re fully trained on TPG modems, but please note that there may be limited support for your BYO modem.
    Example Internet light

 

Check the manufacturer's website for a setup guide on how to plug in and enter the TPG Broadband Settings.

Here’s how you can set up a compatible bring-your-own (BYO) modem for TPG nbn FTTP.

Your nbn Phone service and included calls are not available if you use a BYO modem.

 

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

 

Modem compatibility

To work on TPG nbn FTTP, your modem must:

  • Be nbn-ready and able to support your nbn plan speed
  • Support PPPoE connections by Ethernet WAN

For a list of modems tested by our team, see nbn BYO modem requirements.

 

General nbn® FTTP setup guide for any modem

All modems are different. If this advice doesn’t work for your modem, check the manufacturer’s website for a guide on how to plug in and enter the TPG settings.

 

  1. Find your nbn Connection Box (NCB) – it's usually installed on the inside of an exterior wall, sometimes in the garage. Unplug any old modem from the NCB and power outlet.
  2. Use the power cable to connect your modem's Power port to a power outlet, then turn it on.
     
    If your modem has a power button or switch, turn it on.
  3. Use an Ethernet cable to connect your modem's WAN or LAN/WAN port to your NCB's yellow PORT.
     
    NCB has 4 ports? Plug into UNI-D1 or PORT 1 first. If that doesn’t work, try each other port and wait a few minutes to see if your NCB gets a green Optical light. If all NCB lights are off, press the LED ON/OFF button to turn them back on.
    nbn FTTP plugin example
  4. Connect a device to your modem. You can use an Ethernet cable to connect a device to one of the LAN or Ethernet ports, or connect via WiFi.
     
    The default WiFi name (SSID) and password/PIN can be found on your modem’s barcode sticker.
    Example barcode sticker
  5. On your connected device, open your web browser and go to your modem’s gateway address (e.g. http://192.168.1.1). The gateway address and login details can be found on the barcode sticker.
     
    Modems may have a login username and password, or just a password.
    Example barcode sticker
  6. Make sure your modem has the following settings. If you’re not sure how to do this, check the manufacturer’s website for a guide.
     
    Mode/Modulation: WAN
    Connection Type: PPPoE
     
  7. You’ll need to enter your TPG username and password for the PPPoE connection. Your username is in emails from us about your TPG order, and on your TPG invoice.
     
    If you forgot your password, you can reset it.
  8. Save your settings and wait 5-10 minutes for your modem to connect.
  9. You should now be online. If you can’t view a website or notice a red or unlit Internet light on your modem, call us on 1300 997 271 for help.
     
    We’re fully trained on TPG modems, but please note that there may be limited support for your BYO modem.
    Example Internet light

 

Check the manufacturer's website for a setup guide on how to plug in and enter the TPG Broadband Settings.

 

Your choice of modem and how you set it up in your home could stop you from getting the maximum speed of your internet plan. 

Whether you’re re-using a modem from your previous nbn® provider or you bought one from your local computer store, most nbn modems will work with TPG nbn. However, there are a few exceptions that we'll explain here.

 

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

 

High speed nbn® modem requirements

This advice is for standard nbn plans. If you have a high-speed NBN500, nbn Superfast or Ultrafast plan, see High speed nbn modem requirements.

 

Basic BYO nbn® modem requirements

To work on TPG nbn, your modem must:

  • Be nbn-ready and able to support your nbn plan speed;
  • Support PPPoE connections;
  • (For nbn FTTB/FTTN only) Support VDSL2 connections and SOS/ROC;
  • (For all other types of nbn) Support connections by Ethernet WAN.

Important: If you got TPG nbn with a TPG modem, and then replaced it with a BYO modem, your BYO modem must support VLAN tagging.

For the best performance, ensure your device supports Wi-Fi 5 (802.11ac) or later. Older Wi-Fi standards like Wi-Fi 4 (802.11n) or earlier may significantly limit your internet speed.

 

Modems from previous nbn® providers

Previous nbn® provider Compatible with TPG nbn®?
Telstra ✅ Compatible
Optus ❌ Not compatible
Dodo ✅ Compatible
Belong ✅ Compatible
Aussie Broadband ✅ Compatible
Buddy Telco ✅ Compatible
Superloop ✅ Compatible
Tangerine ✅ Compatible
iiNet ✅ Compatible
Vodafone ✅ Compatible
Internode ✅ Compatible

 

Modems purchased independently

Most nbn-ready modems bought within the past few years will work. Less modems work on nbn FTTB/FTTN because it needs modems to support VDSL2 connections and SOS/ROC.

You can find the make and model of your modem on its barcode sticker.

Manufacturer Modem nbn® FTTB/N All other nbn® types
Amazon Eero 6 ❌ Not compatible ✅ Compatible*
Amazon Eero 6+ ❌ Not compatible ✅ Compatible*
Amazon Eero Pro 6 ❌ Not compatible ✅ Compatible*
ASUS AC1200 ✅ Compatible ❌ Not compatible
ASUS AC1500 ✅ Compatible ❌ Not compatible
ASUS DSL-AC68U ✅ Compatible ❌ Not compatible
ASUS RT-AC68U ❌ Not compatible ✅ Compatible
AVM Fritz!Box 7390 ❌ Not compatible ✅ Compatible
AVM Fritz!Box 7490 ❌ Not compatible ✅ Compatible
AVM Fritz!Box 7530 ✅ Compatible ✅ Compatible
AVM Fritz!Box 7590 ✅ Compatible ✅ Compatible
D-Link AX1800 (DSL-X1852E) ✅ Compatible ✅ Compatible
D-Link AX3000 (DSL-X3052E) ✅ Compatible ✅ Compatible
D-Link COVR-1102 ❌ Not compatible ✅ Compatible
D-Link DIR-879 (Exo AC1900 ❌ Not compatible ✅ Compatible
D-Link DIR-1750 (AC1750) ❌ Not compatible ✅ Compatible
D-Link VIPER 2600 (DSL-3900) ✅ Compatible ✅ Compatible
Netcomm NF20MESH ✅ Compatible ✅ Compatible
Netcomm NL1902 (Vodafone WiFi Hub 2.0) ✅ Compatible ✅ Compatible
Netcomm NL20 (Vodafone WiFi Hub 3.0) ✅ Compatible ✅ Compatible
Netgear D6400 ❌ Not compatible ✅ Compatible
Netgear D7000 ✅ Compatible ✅ Compatible
Netgear D7800 ✅ Compatible ✅ Compatible
Netgear Nighthawk RAX80 ❌ Not compatible ✅ Compatible
Netgear Nighthawk RAX120 ❌ Not compatible ✅ Compatible
Netgear Orbi RBK50 ❌ Not compatible ✅ Compatible
Netgear R6020 ❌ Not compatible ✅ Compatible
Netgear R6120 ❌ Not compatible ✅ Compatible
Telstra Smart Modem 3 ✅ Compatible ✅ Compatible
TP-Link Archer AX10 ❌ Not compatible ✅ Compatible
TP-Link Archer AX6000 ❌ Not compatible ✅ Compatible
Vodafone Super Wi-Fi ✅ Compatible ✅ Compatible
Vodafone WiFi Hub 1.0 ✅ Compatible ✅ Compatible

*Amazon Eero 6/Eero 6 Pro requires minimum software version eeroOS v6.6.1 and eero App version 6.13.0.

 

Modems previously supplied by TPG

All current TPG modems are compatible with our nbn services. However, older modems are not compatible or are no longer compatible due to new requirements.

These older modems are still compatible with some types of nbn:

Modem nbn® FTTP All other nbn® types
Huawei HG659 ❌ Not compatible ✅ Compatible
Huawei HG658 ❌ Not compatible ✅ Compatible
Netcomm NF12 ✅ Compatible ❌ Not compatible
Netcomm NF7 ✅ Compatible ❌ Not compatible
TP-Link C1200 ✅ Compatible ❌ Not compatible
TP-Link VX220-G2V ✅ Compatible ✅ Compatible

 

Here’s how you can set up a compatible bring-your-own (BYO) modem for TPG nbn FTTB/N.

Your nbn Phone service and included calls are not available if you use a BYO modem.

 

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

 

Modem compatibility

To work on TPG nbn FTTB/N, your modem must:

  • Be nbn-ready and able to support your nbn plan speed
  • Support PPPoE and VDSL2 connections
  • Have both Save Our Showtime (SOS) and Robust Overhead Channel (ROC) features

For a list of modems tested by our team, see nbn BYO modem requirements.

Important: If an incompatible modem is detected, nbn Co may block your connection to prevent network issues. If you believe an incompatible modem has been plugged in, please call us on 1300 997 271 and we can get your connection unblocked.

 

General nbn® FTTB/N setup guide for any modem

All modems are different. If this advice doesn’t work for your modem, check the manufacturer’s website for a guide on how to plug in and enter the TPG settings.

 

  1. Find your phone wall socket – you probably already have a modem plugged in from your last internet service. Unplug any old modem from the phone wall socket and power outlet.
  2. Use a phone cable to connect your modem’s DSL port to your phone wall socket.
  3. Use the power cable to connect your modem's Power port to a power outlet, then turn it on.

    If your modem has a power button or switch, turn it on.
    nbn FTTB/N plugin example
  4. Connect a device to your modem. You can use an Ethernet cable to connect a device to one of the LAN or Ethernet ports, or connect via WiFi.

    The default WiFi name (SSID) and password can be found on your modem’s barcode sticker.
    Example barcode sticker
  5. On your connected device, open your web browser and go to your modem’s gateway address (e.g. http://192.168.1.1). The gateway address and login details can be found on the barcode sticker.

    Modems may have a login username and password, or just a password.
    Example barcode sticker
  6. Make sure your modem has the following settings. If you’re not sure how to do this, check the manufacturer’s website for a guide.

    DSL Standard/Mode/Modulation: VDSL2
    Connection Type: PPPoE
    VDSL Profile: 17a Multi Mode
    VDSL Connection Type: PTM
    VLAN: Off or disabled
     
  7. You’ll need to enter your TPG username and password for the PPPoE connection. Your username is in emails from us about your TPG order, and on your TPG invoice.

    If you forgot your password, you can reset it.
  8. Save your settings and wait 5-10 minutes for your modem to connect.
  9. You should now be online. If you can’t view a website or notice a red or unlit Internet light on your modem, call us on 1300 997 271 for help.

    We’re fully trained on TPG modems, but please note that there may be limited support for your BYO modem.
    Example Internet light

 

Check the manufacturer's website for a setup guide on how to plug in and enter the TPG Broadband Settings.

Here's what you need to know about your TPG invoice.

 

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

 

Where can I get my TPG invoice?

You can get your invoices at any time from My Account. This includes all previous invoices if you need them for tax purposes.

Never used My Account before? Check out An Introduction to My Account.

 

What reference numbers are on my TPG invoice?

Your TPG invoice has your Invoice Number and Account Details at the top. If you need to call us, your username or Account number will help us quickly find your TPG account in our systems.

TPG invoice example - Section showing invoice Number, Issue Date, Customer ID and Due Date.

 

How are charges listed on my TPG invoice?

Your charges are listed below your account details. Each charge will include your plan name and service username.

TPG invoice example charge shwoing Item Number, Date, Description and Amount.

 

More information

If you have a question about your invoice, call us on 13 14 23 and we'll help you.

Here's what you need to know about your TPG invoice.

 

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

 

Where can I get my TPG invoice?

You can get your invoices at any time from My Account. This includes all previous invoices if you need them for tax purposes.

Never used My Account before? Check out An Introduction to My Account.

 

What reference numbers are on my TPG invoice?

Your TPG invoice has your Invoice Number and Account Number at the top. If you need to call us, your Account number will help us quickly find your TPG account in our systems.

TPG invoice example - Section showing invoice date, billing period, invoice number and account number.

 

How is the Amount Due for my TPG invoice calculated?

Your Amount Due is shown just under the reference numbers on your TPG invoice. The Amount Due is calculated by adding the Opening Balance and the charges on this invoice.

"Opening Balance" means any charges or credits that were already outstanding on your TPG account, such as previous unpaid invoices, or a credit you got after a service fault.

TPG invoice example showing section Opening Balance + This Bill Amount equals total Amount Due

 

When do I need to pay my TPG invoice by?

Your Due Date is shown next to the Amount Due on your TPG invoice. If you have payment details saved on your TPG account you don't need to do anything - your payment will be taken automatically by the Due Date.

Note: If your payment details are for a bank account, payment will be taken up to 3 days before the Due Date to make sure the payment has enough time to clear. Credit card payments clear on the same day.

If you've chosen to remove the payment details from your TPG account, then you need to arrange payment before this due date, including enough time for the payment to clear.

TPG Invoice example Due date

 

How are charges listed on my TPG invoice?

The first page of your TPG Invoice shows an Account Summary that lists the charges for each type of service you have, such as "Internet".

TPG invoice example Account Summary showing $54.99 Internet

The following pages of your invoice will break down the charges in full detail, including the service's username or phone number, the plan name, and any applicable discounts.

The dates listed will tell you which billing period the charges apply to. 

TPG Invoice example new charges showing Home Wireless Unlimited Data (monthly) for the month in advance (from 17 May 2025 to 16 Jun 2025) $64.99 and 5G Home Broadband Premium Promo: $10 off for 6 months (from 17 May 2025 to 16 Jun 2025) -$10.00 with an Internet Total of $54.99.

Please click the links below for handy information relating to orders & installations.