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:

   - NBN12 plan: Enter a maximum of 950kbps
   - NBN25 plan: Enter a maximum of 4950kbps
   - NBN50 plan: Enter a maximum of 19500kbps
   - NBN100 plan: Enter a maximum of 19500kbps*
   - NBN Superfast plan: Enter a maximum of 24500kbps
   - NBN Ultrafast plan: Enter a maximum of 49500kbps
   
   *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:

   

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
• How to check your billing period date
• All TPG services are prepaid
• What happens if you change your TPG plan
• What happens if you cancel your TPG service
• How to update your payment details
• Credits
• Refunds

 

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:

 

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.

   
2. Hit Reschedule Appointment, then enter the Postcode of your billing address and hit Submit.
    
   

3. Choose your new appointment time and hit Reschedule Appointment.
   
   We'll also send you an SMS and email with your new appointment time.

   

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
	Adtran® 422G G.Fast NTU
	LEA Networks NTU
	Power/DIAG NTU

ZyXel G.Fast NTU Status lights

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

Adtran® 422G G.Fast NTU Status lights

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

LEA Networks NTU Status lights

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

Power/DIAG NTU Status lights

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

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.

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

Running the BizPhone Test

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...  

   

   Latency...  

   

   Port blocking...  

   

   And packet throughput capacity:

   

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

   

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

   

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

   

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.

Common issues that may delay 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.

You can change your internet plan at any time in My Account.

1. Log in to My Account and hit Change Plan.
   
   Never used My Account before? Check out An Introduction to My Account.

   

2. Under "Want to try a new plan?", hit Change Plan. 

   

3. Choose your new plan from the list of available options and then hit Next.

4. You'll see a summary of your plan change. Tick the box to agree to the terms and conditions and then hit Submit.

   

5. We'll send you an email and SMS to confirm when your plan change is done.

   If your plan will renew in less than 7 days, your plan change may be delayed until the following month.

You can update your contact details, add new contacts or remove existing contacts at any time in My Account.

Important: If you're updating your address because you're moving home, please contact us ASAP so we can help you move your TPG services. Check out our Moving Home page for everything you need to know.

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

It’s easy to update your payment details in My Account. Your payment details will be used to auto-pay your TPG invoice each month.

Important: If you have an overdue invoice, saving new payment details will trigger an automatic payment, so make sure you’re ready to pay before you save.

1. Log in to My Account and hit Payment Details.
    
   Never used My Account before? Check out An Introduction to My Account.

2. You’ll see your current Payment Method. Hit Edit Payment Method.

   

3. Choose Credit Card or Direct Debit, then fill out the required details:

   - For Credit Card (which includes debit cards) you’ll need your Name on Card, Card Number, Expiration Date and Security Code. Any surcharges that apply will be shown on screen.

   

   - For Direct Debit, you’ll need your BSB, Account number, and Account name. You’ll also need to agree to the Direct Debit Authority Agreement.

   

    

4. Hit Add Card or Submit to finish. 

Can I use a gift card as my payment details?

Sorry, but your payment details must use an Authorised Deposit-taking Institution (ADI). Gift cards such as Visa Debit gift cards aren’t considered ADIs, so they can’t be used as your TPG payment details.