If you already know the password for your TPG account, you can change it at any time in My Account.

Forgotten your password? Please see How to reset a forgotten password instead.

 

  1. Log in to My Account and hit About Me.

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

  2. Under "Change password", hit Update password. 

    My Account - Update Password

  3. Fill out the form with your Current Password and New Password, then enter your new password again in Confirm Password.

    Passwords must be 8-15 characters long, have both a lower case and uppercase letter and contain at least one number (0-9).

    You can also use any of the following characters: ` ~ ! @ # $ % ^ & * ( ) _ + - = { [ } ] \ | ; , . / : < > ?

    Passwords can't be based on your username or contain any spaces.

  4. Hit Change password to finish, and you're good to go.

    My Account - Change Password form

 

Your TPG services may be suspended if you have an overdue invoice, or in response to a security incident. Here's how to get unsuspended if that happens.

For more info about suspensions, see Consequences of Restriction, Suspension or Disconnection.

 

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

 

How to unsuspend your TPG services (Overdue invoices)

  1. If your TPG invoice isn't paid, we'll send you an email/SMS telling you the earliest date your services will be suspended. If you pay the invoice before that date, your services won't be suspended.

  2. If your invoice isn't paid and your TPG services are suspended, you can Make a payment in My Account or call us on 13 14 23.

    Having difficulties making a payment? Please see our Financial Hardship Policy.

  3. Once your payment has cleared, your TPG services should automatically unsuspend within one business day.

 

How to unsuspend your TPG services (Security incident)

  1. When a security incident happens, we suspend services ASAP to prevent further abuse or unauthorised access. You'll be notified after your services are suspended, and we'll try to call you using the contact number(s) on your TPG account.

  2. We'll explain anything you need to do to help secure your account, such as changing account or Wi-Fi passwords, or running antivirus and malware scans.

  3. Once we've spoken to you to verify your identity and made sure that your TPG account is secure, your TPG services may be unsuspended.
     
    For more advice about how to stay safe online, see Scams and Hoaxes.

This article provides information about the consequences if we, TPG Internet, exercise our right to restrict, suspend or disconnect one or more of your services for credit or debt management reasons.

We will make several attempts to contact you via email and/or SMS regarding any credit or debt management issues for your services. A notice will be sent to you in advance of any restriction, suspension or disconnection occurring.

If you are experiencing difficulties making this payment, then please see our Financial Hardship Policy for information about your options and how to speak to someone about your circumstances.

 

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

 

Service restrictions are typically related to spend management tools and may occur when you have used 100% or more of your service inclusions, such as data. Restrictions do not necessarily indicate that your services are at risk of suspension or disconnection.

If one or more of your services are restricted, you will not be able to use select features of the services.

For example, if you have a Mobile service and have used all of the monthly mobile data included in your plan, the ability to use mobile data will be restricted and you won't be able to access the internet. Other features of the service, such as receiving calls/SMS and making calls/SMS that are part of your plan’s included value, will remain available.

You will need to wait until your next billing period begins for the restriction to be removed. Alternatively, you may choose to top up your Prepaid Balance in My Account to purchase a mobile data block.

 

If one or more of your services are suspended, you will not be able to use those services.

For example, if your suspended service is a fixed or mobile voice service, you won’t be able to make calls (except to emergency 000 services) on your phone or handset or use mobile data. If your suspended service is an internet service, you won’t be able to connect to the internet or use services that require connection to the internet, like VoIP.

You may not purchase additional services while one or more of your services are suspended. While the service is suspended, your ongoing minimum monthly plan charges will still apply (excluding Mobile and 4G/5G Home Broadband services). 

 

How can I get my services unsuspended?

  • Mobile and 4G/5G Home Broadband services: You will need to pay the amount to renew your prepaid service before the suspension is removed.
  • Other services: You will need to pay all overdue amounts owing before the suspension is removed.

Restoration of your service can take up to 1 business day after payment has been received.

Failure to pay after services are suspended may lead to your services being disconnected.

 

Unlike suspension, disconnection of your service is permanent.

  • Disconnection means you won’t be able to use any features of your services, including internet access.
  • Phone services won’t be able to make or receive calls, including emergency 000 calls (except mobiles which can call 000 if your phone has power and you’re within the coverage of any Australian mobile network). 
  • You will need to reapply for new services, which may incur costs. Please note that following disconnection, the plan for your particular service may no longer be available, and your username or phone number may change.
  • Any bundled discount entitlements will also be forfeited if the disconnection causes your account to become ineligible for the bundled discount.
  • We may also require you to immediately stop using and return to us, or allow us to remove, any equipment or material belonging to us.
  • We may delete all of your data from any storage media (you are solely responsible for backing up your data, such as voicemail messages).
  • Mobile and 4G/5G Home Broadband services: You will still have to pay any applicable cancellation fees.
  • Other services: We will send you a final invoice requesting payment of all outstanding charges incurred before disconnection, including any applicable cancellation fees. Failure to pay may affect your ability to reapply for a new service with us.

 

You can pay your outstanding amount by selecting "Make a payment" in My Account.

If you wish to discuss your account, please contact our Customer Service team via email or call 1300 993 011 (Monday - Friday 8am - 8pm, Weekends & Public Holidays 9am - 6pm).

We do not offer priority assistance, nor support for medi-alert services and monitored alarm systems. Priority assistance is offered by Telstra for people who may be reliant on a telephone service because of a serious medical condition. If you have a medi-alert or priority assistance service or believe that you are eligible, please consider this before proceeding with your order.

Bandwidth control or Quality of Service (QoS) stops your modem trying to upload faster than the speed of your nbn plan, which can cause data packets to be lost.

TPG modems handle bandwidth control automatically, but some third-party modems may need changes in their setting to turn on bandwidth control.

Having trouble following this guide for your modem? Please check the manufacturer's website or run a Google search for a more specifc guide.

 

  1. On a device that's connected to your modem, open your web browser and go to your modem's default gateway address, which can be found on its barcode sticker (e.g. http://192.168.1.1).

    Using a PC or Mac? You can also follow this guide to find your modem's default gateway address.

  2. Log in with the default username and password found on your modem's barcode sticker. If you have custom login details, use those instead.

    Some modems don't have a username and just use a password.

  3. If you see any option for Advanced settings, hit it.

  4. Find the bandwidth control setting. This is most likely called QoS or Bandwidth/Traffic control.

  5. Ensure that upstream bandwidth/QoS is enabled and set the bandwidth maximum according to your nbn plan:

    - If you have an NBN12 plan, enter a maximum of 950kbps
    - If you have an NBN25 plan, enter a maximum of 4950kbps
    - If you have an NBN50 plan, enter a maximum of 19500kbps
    - If you have an NBN100 plan, enter a maximum of 19500kbps*
    - If you have an NBN500 plan, enter a maximum of 49500kbps
    - If you have an NBN Superfast plan, enter a maximum of 49500kbps
    - If you have an NBN Ultrafast plan, enter a maximum of 99000kbps

    *Note:     Business NBN100 plans and some legacy residential NBN100 plans may need a maximum of 39500kbps instead.

  6. Save your changes to finish. Here's an example for a Netgear modem:

    Netgear bandwidth control

 

Here's what you need to know about TPG billing.

 

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

 

Your TPG billing period

When your first TPG service is activated, that date will be the start of your billing period.

Your monthly plan will renew around that same date each month.

 

How to check your billing period date

The Billing Period is listed at the top of each TPG invoice:

TPG invoice example - Billing period for monthly recurring fees (in advance) 28 Aug 2021 to 27 Sep 2021

 

All TPG services are prepaid

A prepayment for one month's plan fees is taken when your order a TPG service.

Your recurring plan fees are paid one month in advance. Payment is taken 7 days before your next billing period begins - this means there's enough time to fix a failed payment, if it happens.

For more info, check out the the Billing Policy in our Service Description and Terms.

 

What happens if you change your TPG plan

If you change your TPG plan, your new plan will take effect at the start of your next billing period. This means your billing period doesn't change and you don't have to worry about invoice alignments or partial monthly fees.

 

What happens if you cancel your TPG service

If you still have other TPG services on your account, any plan fees paid in advanced for your cancelled service will be applied as a credit on your TPG account, to be used towards future invoices.

If you're closing your TPG account and have no other TPG services, any remaining credit after your final invoice can be refunded back to your nominated bank account or credit card.

 

How to update your payment details

Check out Update your Payment Details in My Account.

 

Credits

A credit is an amount of money added to your TPG account, usually to correct a billing error or to cover downtime during a service fault.

Credits stay on your TPG account until they're used towards charges on your next TPG invoice. For example, if your TPG account had a credit of $50 and your next TPG invoice was due for $59.99, you'd only have to pay $9.99 after the credit is used.

 

Refunds

A refund is when a credit on your TPG account is returned to your nominated bank account or credit card. You can ask for a credit on your TPG account to be refunded by calling us on 13 14 23.

If you close your TPG account and your final invoice is in credit, the credit will be refunded.

If you can't make your nbn appointment, you can reschedule for a later date online.

 

  1. Go to https://www.tpg.com.au/install and enter your TPG Username to check your current appointment.

    You'll find your username on emails from us about your nbn order.

    Check Installation progress - Username entry
  2. Hit Reschedule Appointment, then enter the Postcode of your billing address and hit Submit.
     
    Reschedule appointment and enter postcode

  3. Choose your new appointment time and hit Reschedule Appointment.

    We'll also send you an SMS and email with your new appointment time.

    Reschedule Appointment - Available appointment times

 

Checking the status lights on your Network Termination Units (NTU) for TPG Fibre to the Building (FTTB) can be useful for troubleshooting.

Not every TPG Fibre service has an NTU.

 

Choose your NTU:

Picture NTU
ZyXel GM4100-B0 G.Fast NTU
ZyXel GM4100-B0 G.Fast NTU
Adtran G.Fast NTU
Adtran® 422G G.Fast NTU
LEA Networks NTU

LEA Networks NTU
Power/DIAG NTU

Power/DIAG NTU

 

ZyXel G.Fast NTU Status lights

Note: This NTU plugs into your iiNet modem's WAN port.

ZyXel NTU - from left to right, lights are Power, G.Fast, LAN 1 and LAN 2.
Light States and meaning
Power Off = No power.
Green = Your NTU has power.
Flashing green = Your NTU is booting up.
Red = A system failure is detected. Please call us on 1300 997 274.
Flashing red = A firmware upgrade is in progress.
G.Fast Off = No power. 
Green = Your NTU is operating normally.
Flashing green = Your NTU is booting up.
Slow blinking green = There may be a connection issue. Make sure cables are plugged in securely, and power cycle your NTU. Please call us on 1300 997 274 if the light stays slow blinking.
 
You must use the supplied 1-metre phone cable - longer cables can cause connections issues.
LAN 1 & LAN 2 Off = There may be a connection issue. Make sure cables are plugged in securely, and power cycle your NTU. Replace the Ethernet cable if it has visible damage. Please call us on 1300 997 274 if the light stays off.
Green = Successful network connection.
Flashing green = Data transfer.

 

Adtran® 422G G.Fast NTU Status lights

Note: This NTU plugs into your TPG modem's WAN port.

422G Gfast NTU lights, from left to right: Power, G.Fast, LAN.
Light States and meaning
Power Off = No power. 
Green = Your NTU has power.
G.Fast Off = No power. 
Green = Your NTU is operating normally.
Flashing green = There may be a connection issue. Make sure cables are plugged in securely, and power cycle your NTU. Please call us on 1300 997 274 if the light stays flashing.
 
You must use the supplied 1-metre phone cable - longer cables can cause connections issues.
LAN Off = There may be a connection issue. Make sure cables are plugged in securely, and power cycle your NTU. Replace the Ethernet cable if it has visible damage. Please call us on 1300 997 274 if the light stays off.
Green = Successful network connection.
Flashing green = Data transfer.

 

LEA Networks NTU Status lights

Note: This NTU plugs into your TPG modem's DSL port.

LEA Networks NTU lights, from top to bottom: Power, Out, Warning.
Light States and meaning
Power Off = No power.
Green = Your NTU has power.
Out Off = Your NTU isn't detecting the FTTB equipment in the Main Distribution Frame (MDF). Please call us on 1300 997 274.
Green = Your NTU is operating normally.
Flashing green = Line issue detected. Make sure the phone cable between your NTU and phone socket is plugged in securely. Please call us on 1300 997 274 if the issue persists.
Warning Off = Your NTU is operating normally.
Flashing green = Overload detected. Unplug the power cord from the NTU and then plug it back in. Please call us on 1300 997 274 if the issue persists.

 

Power/DIAG NTU Status lights

Note: This NTU plugs into your TPG modem's DSL port.

Power/DIAG NTU lights, from top to bottom: Power, DIAG.
Light States and meaning
Power Off = No power.
Green = Your NTU has power.
Flashing green = Your NTU may be malfunctioning. Please call us on 1300 997 274.
DIAG Off = Your NTU is operating normally.
Red = There may be a connection issue. Make sure cables are plugged in securely, and power cycle your NTU. Please call us on 1300 997 274 if the light stays red.
 
You must use the supplied 1-metre phone cable - longer cables can cause connections issues.

Here's what the status lights mean on your nbn Connection Box (NCB) for nbn FTTC.

You may need to slide back the panel to see the status lights.

 

nbn FTTC Connection Box lights - from left to right: LAN, DSL, Connection, Power.
Light States and meaning
LAN Off = No power.
Blue  = Successful connection between your NCB and modem. This light will flash during data transfer.
Amber  = Successful connection between your NCB and modem. This light will flash during data transfer.
DSL Off = No connection to the network.
Blue  = Successful connection to the network.
Connection Off = No power.
Blue  = Successful reverse power to outdoor nbn equipment.
Red  = There's an issue with the reverse power. Please call us on 1300 997 271 as we'll need to lodge a ticket with nbn®.
Power Off = No power.
Blue = Your NCB has power.

BizPhone orders cannot proceed unless these tests are completed, so it's important to get them done at your earliest convenience.

 

  1. Make sure that no other programs or downloads are running while the test is being performed as this may affect the results.

  2. Select one of the links below to load the test:

    - Recommended - Java version (requires Java to be installed and updated on your computer)

    - HTML5 version (requires VisualWare Browser Compatibility Service (BCS) for Windows or Mac to be installed on your computer)

  3. Once the test loads, click Start Test. The test will automatically run to test your broadband speed...  

    Start test

    Latency...  

    Latency test

    Port blocking...  

    Port blocking test

    And packet throughput capacity:

    Throughput capacity test

  4. Once the test has finished running, you'll see a Summary page like the example below.  

    Bizphone SQ Summary

  5. Select the Speed tab and write down the Test result number shown on this page.

    Test results example

  6. Select the VoIP tab and write down the Test result number shown on this page.

    VoIP test result number example

  7. You should now have two different reference numbers. Please reply to the email your received from our BizPhone Provisioning Team with these numbers so that we can check your test results.

  8. Once your BizPhone Connection test results have been checked, we'll contact you about the next steps for your BizPhone order.

 

The following issues must be addressed before your BizPhone order may proceed. If the BizPhone Connection Test identifies any of these issues, we'll contact you to discuss the matter and see if it can be rectified.

  • SIP ALG Enabled: SIP ALG is a protocol that attempts to make VoIP packets flow smoothly. Some modems have this setting on by default and it will need to be disabled, with the tests rerun.
  • Port Blocking: Port blocking will result in your BizPhone not operating, as it cannot communicate with the needed SIP servers. We will tell you which ports need to be open so you can make arrangements with your IT Support technician.
  • Insufficient Speed/Quality: Internet issues may be present on the line and you should contact your Internet Provider to troubleshoot or see if more suitable internet technologies are available in your area.