A technician will need to visit your place if they need to install equipment, connect wiring, or investigate a fault for your internet service. Here's everything you need to know about installation appointments.

All appointments have a 4-hour window, e.g. 8AM to 12PM.

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

Different types of nbn are available in different areas. Here's what you need to know about each one.

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

• nbn® FTTP (Fibre to the Premises)
• How nbn FTTP is connected
• Installation requirements for nbn FTTP
• nbn® FTTB/FTTN (Fibre to the Building/Fibre to the Node)
• How nbn FTTB/FTTN is connected
• Installation requirements for nbn FTTB/FTTN
• nbn® FTTC (Fibre to the Curb)
• How nbn FTTC is connected
• Installation requirements for nbn FTTC
• nbn® HFC (Hybrid Fibre Coaxial)
• How nbn HFC is connected
• Installation requirements for nbn HFC
•  nbn® Wireless
• How nbn Wireless is connected
• Installation requirements for nbn Wireless
• Phone services on the nbn®

 

nbn® FTTP (Fibre to the Premises)

How nbn FTTP is connected

Fibre optic cable will run all the way to your premises, connected to an nbn Premises Connection Device installed on the outer wall of your home. This will be wired to an indoor nbn Connection Box (NCB).

Older nbn FTTP installations may also have a Power Supply Unit connected to the NCB. Learn more about the different NCBs.

 

Installation requirements for nbn FTTP

If your home hasn't been connected to the nbn before, an nbn installer will need to come install the equipment. Someone over the age of 18 must be home during the installation.

 

The best spot for your indoor nbn Connection Box equipment is:

• Within 3 metres of a power outlet.
• In an office or study, or near any existing phone sockets.
• A cool, dry, and ventilated area with no sinks or water outlets.
• Away from busy areas where it may be knocked or damaged.
• A place where it can be easily reached.
• A place where you’re not planning any major renovations.

 

nbn® FTTB/FTTN (Fibre to the Building/Fibre to the Node)

How nbn FTTB/FTTN is connected

nbn FTTB: Fibre optic cable will run to your building's Main Distribution Frame (MDF), which is typically in the basement or a locked telecommunications cabinet. From there, copper wiring will run to a wall socket in each unit within the building.

nbn FTTN: Fibre optic cable will run to an underground or above-ground Node in your street or a street nearby. From there, copper wiring will run to a wall socket in each property.

nbn wall sockets are typically the same ones you used previously for ADSL internet or landline phones.

 

Installation requirements for nbn FTTB/FTTN

In most cases, an nbn installer won’t need to come to your house – any installation work will be done in the street. We'll let you know if an installer needs to come install a new copper line or wall socket.

 

nbn® FTTC (Fibre to the Curb)

How nbn FTTC is connected

Fibre optic cable will run to a reverse-powered Distribution Point, typically underground or mounted on a pole in your street. From there, copper wiring will run to a wall socket in your home. An nbn Connection Device will be plugged into the wall socket.

In apartment complexes, this copper wiring may run to the building's Main Distribution Frame (MDF) before going to each unit.

nbn wall sockets are typically the same ones you used previously for ADSL internet or landline phones.

 

Installation requirements for nbn FTTC

If your home hasn't been connected to the nbn before, an nbn Connection Device will be delivered to you.

In most cases, an nbn installer won’t need to come to your house – any installation work will be done in the street. We'll let you know if an installer needs to come install a new copper line or wall socket.

 

nbn® HFC (Hybrid Fibre Coaxial)

How nbn HFC is connected

Fibre optic cable will run an underground or above-ground Node in your street or a street nearby. From there, HFC wiring will run to a wall socket in your home. An nbn Connection Device will be plugged into the wall socket. An nbn Connection Box will be connected to the wall socket.

nbn wall sockets are typically the same ones you used previously for cable internet or cable TV services. If an nbn wall socket needs to be shared with a cable TV service, it may be fitted with a splitter so two cables can plug into one wall socket.

 

Installation requirements for nbn HFC

If your home hasn't been connected to the nbn before, an nbn Connection Box will be delivered to you.

In most cases, an nbn installer won’t need to come to your house – any installation work will be done in the street. We'll let you know if an installer needs to come install a new HFC line or wall socket.

 

 nbn® Wireless

How nbn Wireless is connected

An outdoor antenna will be installed on your roof, gutter or a nearby free-standing pole mount so it can get a wireless signal from your local nbn Wireless tower. The outdoor antenna will be wired to an indoor nbn Connection Box.

 

Installation requirements for nbn Wireless

If your home hasn't been connected to the nbn before, an nbn installer will need to come install the equipment. Someone over the age of 18 must be home during the installation.

The nbn installer will recommend the best location for the outdoor antenna to ensure Line of Sight with your local nbn Wireless tower.

 

The best spot for your indoor nbn Connection Box equipment is:

• Within 3 metres of a power outlet.
• In an office or study, or near any existing phone sockets.
• A cool, dry, and ventilated area with no sinks or water outlets.
• Away from busy areas where it may be knocked or damaged.
• A place where it can be easily reached.
• A place where you’re not planning any major renovations.

 

Phone services on the nbn®

All nbn FTTB/FTTN, nbn FTTC, nbn FTTP, nbn HFC & nbn Wireless services include a TPG Voice service if you choose a TPG modem. TPG Voice is not available if you choose to BYO modem.

TPG Voice is a VoIP (Voice over Internet Protocol) phone service that uses your internet connection to make phone calls.

nbn FTTP services connected before 23 May 2024 may have nbn Fibre Phone instead.

Note: Home Phone landline services are no longer sold by TPG. If you have an existing landline number, we can check if it's possible to transfer this number to a TPG Voice service.

 

"High risk" international destinations are commonly used for phone fraud, so they're blocked by default.

If you want to call high risk destinations, please call us on 1300 993 019. After an ID check, we can turn off high risk call blocking. The change will apply within 2 business days.

Note: High risk call blocking cannot be removed on destinations marked with * in the list below.

Current high risk international destinations

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.

*Call blocking to these destinations cannot be removed.

A factory reset is a last resort to fix a problem with your modem settings, or if you can't remember the modem password. You'll lose all your custom settings including any custom Wi-Fi name and password, so be ready to set up your modem again afterwards.

Don't have a TPG modem? Check the manufacturer's website for a guide.

Choose your modem

Picture	Modem
	Wi-Fi Max Modem
	NetComm NL20 Modem
	Wi-Fi Max 5G Modem
	Nokia FastMile 3.2 5G Modem
	VX420-G2H Modem
	VX220-G2V Modem
	VX420-G2V Modem
	Sagemcom 5866 5G Modem
	Nokia FastMile R1 5G Modem
	TP-Link VR1600v Modem
	Modem not listed here? Check for a user manual on Older TPG modems

Factory reset your Wi-Fi Max Modem

Via device settings (Recommended)

1. Open your web browser and go to: http://192.168.1.1
   
   Can't log in? Factory reset with the reset button instead.
2. Log in with the Login Password found on the modem's barcode sticker or use your custom password.
   
3. In the left pane, click Administration.
4. Select Backup/Restore Setting.
5. Under "Restore to Factory Defaults", click Restore to Factory Defaults.
   
6. Wait for the factory reset to complete. Your modem will reboot.
7. Set up your modem again by following its setup guide.
8. We recommend that you restart any computers or Wi-Fi devices before trying to get online.

Using the Reset button

1. This method is not recommended unless you are unable to view or log in to your device settings at 192.168.1.1.
2. While your modem is turned on, find the Reset button on the back and use a pen or paperclip to hold it for at least 10 seconds, then release.
   The front LED will start flashing when the factory reset has started.
   
3. Wait for the factory reset to complete. Your modem will reboot.
4. Set up your modem again by following its setup guide.
5. We recommend that you restart any computers or Wi-Fi devices before trying to get online.

Factory reset your NetComm NL20 Modem

Factory reset in modem settings (recommended)

1. Open your web browser and go to: http://192.168.1.1.
   Can't log in? Factory reset with the reset button instead. 
2. Log in with the Username and Password found on the modem's barcode sticker or use your custom password.
   
3. In the left pane, click Advanced.
4. Under System, select Configurations for the Settings page to open.
   
5. Select the Factory Reset radio button and click Restore Default Settings. 
   
   If you want to keep custom Wi-Fi and Login details, you can click Semi-Reset.
   
6. A confirmation popup will appear, click Yes to restore the factory settings.
7. Wait for the factory reset to complete. Your modem will reboot. 
8. Set up your modem again by following its setup guide.
9. We recommend that you restart any computers or Wi-Fi devices before trying to get online.

Factory reset with the Reset button

1. This method is not recommended unless you are unable to view or log in to your device settings at 192.168.1.1.
2. While your modem is turned on, find the RESET button on the back and use a pen or paperclip to hold it for 10 seconds, then release.
   
3. After about 20 seconds, all the lights except for the power light will turn off.
4. Wait for the factory reset to complete. Your modem will reboot.
5. Set up your modem again by following its setup guide.
6. We recommend that you restart any computers or Wi-Fi devices before trying to get online.

Factory reset your Wi-Fi Max 5G Modem

Factory reset in modem settings (recommended)

1. Open your web browser and go to: http://192.168.1.1
2. Log in with the Login Password found on the modem's barcode sticker or use your custom password. 
    
   Can't log in? Factory reset with the reset button instead.
   
3. In the left pane, click Administration.
4. Select Backup/Restore Setting.
5. Under "Restore to Factory Defaults", click Restore to Factory Defaults.
   
6. Wait for the factory reset to complete. After the factory reset, your modem will reboot.
7. Set up your modem again by following its setup guide.
8. We recommend that you restart any computers or Wi-Fi devices before attempting to get online.

Factory reset with the Reset button

1. This method is not recommended unless you are unable to view or log in to your device settings at 192.168.1.1.
2. While your modem is turned on, find the Reset button on the back and use a pen or paperclip to hold it for at least 10 seconds, then release. 
    
   The front LED will start flashing when the factory reset has started.
   
3. Wait for your modem to finish rebooting; this may take several minutes.
4. Set up your modem again by following its setup guide.
5. We recommend that you restart any computers or Wi-Fi devices before attempting to get online.

Factory reset your Nokia FastMile 3.2 5G Modem

Factory reset in modem settings (recommended)

1. Open your web browser and go to: http://192.168.1.1
2. Select System, then General. 
3. Log in with the Username and Password found on the modem's barcode sticker or use your custom password.
    
   Can't log in? Factory reset with the reset button instead.
   
4. Hit Reset, then hit Yes.
   
5. Wait for the factory reset to complete. Your modem will reboot.
6. Set up your modem again by following its setup guide.
7. We recommend restarting any computers or Wi-Fi devices before trying to get online.

Factory reset with the RESET button

1. While your modem is turned on, find the RESET button on the base and use a pen or paperclip to hold it for 10-12 seconds, then release.
   
2. Wait for the factory reset to complete. Your modem will reboot. The centre modem light will turn white before flashing red.
3. Set up your modem again by following its setup guide.
4. We recommend restarting any computers or Wi-Fi devices before trying to get online.

Factory reset your VX420-G2H Modem

Factory reset in modem settings (recommended)

1. Open your web browser and go to: https://192.168.1.1.
2. Log in with the default password "admin". If you have a custom password, use that instead.
    
   Can't log in? Factory reset with the reset button instead.
3. Hit Advanced.
4. Select System Tools, then Reboot Schedule.
5. Hit Factory Restore, then Yes.
   
6. Wait for the factory reset to complete. Your modem will reboot.
7. Set up your modem again by following its setup guide.
8. recommend restarting any computers or Wi-Fi devices before trying to get online.

Factory reset with the RESET button

1. While your modem is turned on, find the RESET button on the back and use a pen or paperclip to hold it for 5 seconds, then release.
   
2. Wait for the factory reset to complete. Your modem will reboot.
3. Set up your modem again by following its setup guide.
4. We recommend restarting any computers or Wi-Fi devices before trying to get online.

Factory reset your VX220-G2V Modem

Factory reset in the modem settings (recommended)

1. Open your web browser and go to: https://192.168.1.1.
2. Log in with the default password found on your modem's barcode sticker. If you have a custom password., use that instead.
    
   Can't log in? Factory reset with the reset button instead.
   
3. Hit Advanced.
4. Select System Tools, then Reboot Schedule.
5. Hit Factory Restore, then Yes.
   
6. Wait for the factory reset to complete. Your modem will reboot.
7. Set up your modem again by following its setup guide.
8. >We recommend restarting any computers or Wi-Fi devices before trying to get online.

Factory reset with the RESET button

1. While your modem is turned on, find the RESET button on the left side and use a pen or paperclip to hold it for 10 seconds, then release. 
   
2. Wait for the factory reset to complete. Your modem will reboot.
3. Set up your modem again by following its setup guide.
4. We recommend restarting any computers or Wi-Fi devices before trying to get online.

Factory reset your VX420-G2V Modem

Factory reset in modem settings (recommended)

1. Open your web browser and go to: https://192.168.1.1
2. Log in with the default password "admin". If you have a custom password, use that instead.
    
   Can't log in? Factory reset with the reset button instead.
3. Hit Advanced.
4. Select System Tools, then Reboot Schedule.
5. Hit Factory Restore, then Yes.
   
6. Wait for the factory reset to complete. Your modem will reboot.
7. Set up your modem again by following its setup guide.
8. We recommend restarting any computers or Wi-Fi devices before trying to get online.

Factory reset with the RESET button

1. While your modem is turned on, find the RESET button on the back and use a pen or paperclip to hold it for 10 seconds, then release.
   
2. Wait for the factory reset to complete. Your modem will reboot.
3. Set up your modem again by following its setup guide.
4. We recommend restarting any computers or Wi-Fi devices before trying to get online.

Factory reset your Sagemcom 5866 5G Modem

Factory reset in the modem settings (recommended)

1. Open your web browser and go to: https://192.168.1.1.
2. Log in with the default username “admin” and the default password listed as Web login on your modem's barcode sticker. If you have custom login details, use those instead.
    
   Can't log in? Factory reset with the reset button instead.
   
3. Hit My Sagemcom Box, then Maintenance.
4. You have two options:
   
   A) Select Semi-reset to reset everything except your custom Wi-Fi settings; OR
   B) Select Reset for a full factory reset.
   
5. Wait for the factory reset to complete. Your modem will reboot.
6. Set up your modem again by following its setup guide.
7. We recommend restarting any computers or Wi-Fi devices before trying to get online.

Factory reset with the RESET button

1. While your modem is turned on, find the RESET button on the back and use a pen or paperclip to hold it for 5-8 seconds, then release.
    
   Note: You may need to unplug any Ethernet cable in the 2.5GLAN port to reach the RESET button.
   
2. Wait for the factory reset to complete. Your modem will reboot.
3. Set up your modem again by following its setup guide.
4. We recommend restarting any computers or Wi-Fi devices before trying to get online.

Factory reset your TP-Link VR1600v

Factory reset in the modem settings (recommended)

1. Open your web browser and go to: https://192.168.1.1.
2. Log in with the default username "admin" and default password "admin". If you have custom login details, use those instead.
    
   Can't log in? Factory reset with the reset button instead.
3. Hit Advanced.
4. Select System Tools, then Reboot.
5. Hit Factory Restore, then Yes. 
   
6. Wait for the factory reset to complete. Your modem will reboot.
7. Set up your modem again by following its setup guide.
8. We recommend restarting any computers or Wi-Fi devices before trying to get online.

Factory reset with the RESET button

1. While the modem is turned on, find the Reset button on the back and use a pen or paperclip to hold it for 6 to 8 seconds, then release.
   
2. Wait for the factory reset to complete. Your modem will reboot.
3. Set up your modem again by following its setup guide.
4. We recommend restarting any computers or Wi-Fi devices before trying to get online.

If your BYO modem is still offline after you've plugged it in, you may need to update some settings. All other settings should be left as default.

Not sure how to update your modem's settings? We've got some nbn setup guides for popular modems here. If your modem isn't listed, please check the manufacturer's website for a guide.

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

Your modem password is used to log in to the modem's default gateway to change your modem settings.

You'll need a strong custom password if you're going to use Remote Access on your modem. It's also useful to stop guests from being able to access your modem settings if you give them your WiFi password.

Important: If you forget a custom modem password, you'll need to factory reset your modem.

Don't have a TPG modem? Check the manufacturer's website for a guide.

Choose your modem:

Picture	Modem
	Wi-Fi Max Modem
	NetComm NL20 Modem
	Wi-Fi Max 5G Modem
	Nokia FastMile 3.2 5G Modem
	VX420-G2H Modem
	VX220-G2V Modem
	VX420-G2V Modem
	Sagemcom 5866 5G Modem
	Nokia FastMile R1 5G Modem
	TP-Link VR1600v Modem
	Older TPG modems

Change the password on a Wi-Fi Max Modem

From the My Internet Connect App

Don't want to use the app? You can change the Modem password in your web browser.

1. Open the My Internet Connect App and tap the settings icon.
2. Under Security, select Change login password.
3. Enter your current Login Password found on the modem's barcode sticker or use your custom password, then click Submit.
   
4. Enter your new password and confirm it by typing it again.
5. Hit Save.
6. Click Continue to finish
   
   From now on, you'll need to use your custom password to log in to your modem or the My Internet Connect App. You can write down your password and keep it somewhere safe for future reference.
    
   

Using your web browser

1. Open your web browser and go to: https://192.168.1.1
2. Log in with the Login Password found on the modem's barcode sticker or use your custom password.
   
3. From the left pane, click Administration.
4. Under Password Settings enter your Current Password, then add your desired password into the New Password and Re-Enter Password for Verification fields. You can click the eye icon in the text boxes as you’re typing to show/hide the characters and make sure they match.
5. Hit Save settings to finish. From now on, you'll need to use your custom password to log in to your modem or the My Internet Connect App.
    
   You can write down your password and keep it somewhere safe for future reference. 
   

Password Requirements:

• Both username and password can between 1 to 16 characters.
• Characters can be either letters, numerals, and/or special characters.
• Letters are case-sensitive.

Change the password on a NetComm NL20 Modem

1. Open your web browser and go to: http://192.168.1.1.
2. Log in with the Username and Password found on the modem's barcode sticker or use your custom password.
   
3. In the left pane, click Advanced. 
4. Under Management, select Passwords.
   
5. Enter the Current Password, then add your desired password into the New Password and Confirm Password field.
6. Hit Apply/Save to finish
   

Change the password on a Wi-Fi Max 5G Modem

You’ll use this password to log in to both the app and the modem dashboard.

From the My Internet Connect App

Don't want to use the app? You can change the Modem password in your web browser.

1. Open the My Internet Connect App and tap the settings icon.
2. Under Security, select Change login password.
3. Enter your current Login Password found on the modem's barcode sticker or use your custom password, then click Submit.
   
4. Enter your new modem password and confirm it by typing it again.
5. Hit Save to finish. 
6. Click Continue to finish
    
   From now on, you'll need to use your custom password to log in to your modem or the My Internet Connect App. You can write down your password and keep it somewhere safe for future reference.  
   

Using your web browser

1. Open your web browser and go to: https://192.168.1.1
2. Log in with the Login Password found on the modem's barcode sticker or use your custom password.
   
3. From the left pane, click Administration.
4. Under Password Settings enter your Current Password, then add your desired password into the New Password and Re-Enter Password for Verification fields. You can click the eye icon in the text boxes as you’re typing to show/hide the characters and make sure they match.
5. Hit Save Settings to finish. From now on, you'll need to use your custom password to log in to your modem or the My Internet Connect App.
    
   You can write down your password and keep it somewhere safe for future reference. 
   

Change the password on a Nokia FastMile 3.2 5G Modem

1. Open your web browser and go to: https://192.168.1.1
2. Select System, then General. Log in with the default username “admin”, and the default password printed on your modem's barcode sticker. If you have custom login details, use those instead.
   
3. Hit Change Password.
   
4. Enter the Current Password.
5. Type your new password in the New Password and Confirm Password boxes.
   
6. Hit Update Password to finish. From now on, you'll need to use your custom password to log in to your modem or Nokia WiFi App.
    
   You can write down your password and keep it somewhere safe for future reference. 

Change the password on a VX420-G2H Modem

1. Open your web browser and go to: https://192.168.1.1.
2. Log in with the default password "admin". If you have a custom password, use that instead.
3. Hit Advanced.
4. Select System Tools, then Administration.
5. Enter the Old Password.
6. Type your new password in the New Password and Confirm New Password boxes.
7. Save to finish.
8. From now on, you'll need to use your custom password to log in to your modem.
    
   You can write down your password and keep it somewhere safe for future reference.
    
   

Change the password on a VX220-G2V Modem

1. Open your web browser and go to: https://192.168.1.1.
2. Log in with the default password on your modem's barcode sticker. If you have a custom password, use that instead.
   
3. Hit Advanced.
4. Select System Tools, then Administration.
5. Enter the Old Password.
6. Type your new password in the New Password and Confirm New Password boxes.
7. Click Save to finish.
8. From now on, you'll need to use your custom password to log in to your modem.
    
   You can write down your password and keep it somewhere safe for future reference. 
   

Change the password on a VX420-G2V Modem

1. Open your web browser and go to: http://192.168.1.1.
2. Log in with the default password "admin", or use your custom password.
3. Click Advanced.
4. In the left-hand column, select System Tools, then Administration.
5. Under "Account Mangement", enter the Old Password. You can then enter the desired password into the New Password and Confirm New Password boxes below (passwords must match). You can click the eye icon in the text boxes to hide/show the characters as needed.
6. Click the Save button to finish.
7. From now on, you'll need to use your custom password to log in to your modem.
    
   You can write down your password and keep it somewhere safe for future reference. 
   

Change the password on a Sagemcom 5866

1. Open your web browser and go to: https://192.168.1.1.
2. Log in with the default username “admin” and the default password on your modem's barcode sticker. If you have custom login details, use those instead.
   
3. Select Access Control.
   
4. Hit User.
5. Enter the Old Password.
6. Type your password in the New Password and Confirm New Password boxes.
7. Hit Apply to finish
8. From now on, you'll need to use your custom password to log in to your modem.
    
   You can write down your password and keep it somewhere safe for future reference. 
   

Change the password on a TP-Link VR1600v

1. Open your web browser and go to: https://192.168.1.1.
2. Log in with the default username "admin" and defalt password "admin". If you have custom login details, use those instead.
3. Hit Advanced.
4. Select System Tools, then Administration.
   
5. Enter the Old User Name and Old Password.
6. If you want to change the username, enter the New User Name.
7. Type your new password in the New Password and Confirm New Password boxes.
8. Click Save to finish.
9. From now on, you'll need to use your custom password to log in to your modem.
    
   You can write down your password and keep it somewhere safe for future reference.