• How to update your contact details in My Account
• How to add, edit or remove an additional contact in My Account

How to update your contact details in My Account

1. Log in to My Account and hit About Me, then Edit contact information. 
   
   Never used My Account before? Check out An Introduction to My Account.

   

2. Update your Address, Phone, or Email as needed and hit Update contact information to save.
   
   You won't be able to save if Phone number is left blank.

   

How to add, edit or remove an additional contact in My Account

1. Log in to My Account and hit About Me, then go to the ADDITIONAL CONTACTS tab.

2. To add a contact, hit Add Contact. 

   

3. Select the Contact Type:
   
   - Billing contact: An account holder with the authority to add/change/relocate/cancel/troubleshoot and lodge service faults for any non-telephony services on the account, add/remove contacts, access invoices and other billing information, change payment details, request to link accounts that have the same account holder (full name and date of birth must match).
   
   - Phone contact: Also known as a “legal lessee”, they have the authority to change/relocate/cancel/troubleshoot and lodge service faults for any telephony services on the account. If the Phone and Billing contacts are two different people, authorisation from both is required to add/change a telephony service in a way that will increase the plan fee or incur a one-off charge.
   
   - Technical contact: Has the authority to troubleshoot services on the account with our Support team. They can also lodge a service fault for a non-telephony service, provided the Billing contact has accepted responsibility for a possible Incorrect Callout Fee.
   
   - User contact: Only has the authority to troubleshoot services on the account with our Support team.

4. Fill out the rest of the form with the Date of Birth, First name, Last name, Address, Phone and Email, then hit Add additional contact to save.
   
   You won't be able to save if Address is left blank.

   

5. Once you have additional contacts, you can hit Edit to update their details at any time on the ADDITIONAL CONTACTS tab.

   

6. To delete an additional contact, just hit Remove, then Delete Contact to confirm your decision. A Delete Contact button is also available on the Edit page. 

   

• How to log in to My Account
• What you can do in My Account
• Get an overview of your account details
• Manage your TPG services
• Mobile services
• 5G Home Broadband or Home Wireless Broadband services
• Manage your TPG Account
• Log out

How to log in to My Account

1. Go to My Account at: https://www.tpg.com.au/myaccount - or just hit the My Account button on the TPG website.

2. Log in with the username and password for your TPG account. You'll find your username on emails from us about your TPG order, or your TPG invoice.
   
   Forgotten your TPG password? You can reset it at: https://tpg.com.au/password.

3. A one-time passcode will be sent to the mobile number listed in your account’s contact details - just enter this passcode to finish logging in.
   
   If you can't log in or get your one-time passcode, please contact us. We can help you access your TPG account after an ID check.

What you can do in My Account

Get an overview of your account details

The top section of My Account will show your:

• Account holder name - this is the person who gets your TPG invoice;
• Username - you use this to log in;
• Customer ID - also known as an account number, this will help us find your TPG account if you need to contact us;
• Amount Payable - this shows if any payment is due.

Manage your TPG services

Your main TPG service is shown by default. If you have multiple TPG services, you can click your service to choose which one you want to manage.

The account management options you see will depend on the type of service you're managing.

Mobile services

• Check your call usage
• Check your data usage
• Top up your Prepaid Balance
• Change your mobile plan
• Manage Voicemail, Call Barring and Call Forwarding settings
• Turn International Roaming on or off
• Request a PUK code for a locked SIM

5G Home Broadband or Home Wireless Broadband services

• Check your data usage
• Change your interent plan
• Request to move your service to a new address

Manage your TPG Account

My Account gives you the following options to keep your TPG account information up-to-date:

• About Me - Here you can update your contact details, add or remove additional contacts and change the password you use to log in to My Account.
• Invoices - Get your TPG invoice, including past invoices if you need them for tax purposes.
• Payment Details - Update your payment details or change the way you get your invoice.
• Notifications - Check out a history of notices we've sent you about your TPG account.
• Add New Service - Order a new service for your TPG account.
• Linked Accounts - Manage other TPG accounts that are linked to yours. Learn more.

Log out

The logout button is at the bottom of the menu, and the top right-hand corner of the screen. It's important that you log out once you're done if you're using a public computer, like the ones at libraries, or any device that you share with another person.

• How we advertise nbn® speeds
• TPG nbn® Fibre Typical Evening Speeds
• TPG nbn® Wireless Typical Evening Speeds
• How to choose the right nbn® plan for your needs
• Factors that may affect your nbn® speed and connection

How we advertise nbn® speeds

We advertise Typical Evening Speeds for our nbn plans. Typical Evening Speeds are subject to change and are measured 7PM-11PM local time. Speeds are not guaranteed and may vary.

Note: TPG Business nbn plans measure Typical speeds during weekday business hours (9AM – 5PM local time).

TPG nbn® Fibre Typical Evening Speeds

This includes nbn FTTB/FTTN, nbn FTTC, nbn FTTP & nbn HFC services.

*This speed option is available on nbn FTTP & nbn HFC only. A high speed modem is required.

TPG nbn® Wireless Typical Evening Speeds

How to choose the right nbn® plan for your needs

If you already have TPG nbn, you can change your nbn plan in My Account.

nbn Fibre includes nbn FTTB/FTTN, nbn FTTC, nbn FTTP & nbn HFC services.

*A high speed modem is required.

Factors that may affect your nbn® speed and connection

Some factors only apply to specific types of nbn connections.

• PingPlotter on Windows
• PingPlotter on macOS
• PingPlotter on iOS (iPhone/iPad)
• Traceroute in Windows
• Traceroute in macOS

PingPlotter on Windows

1. Download PingPlotter at: http://pingplotter.com/download
   
   You don't need to buy a subscription, you can use the Free version.

2. Open PingPlotter and hit the + (plus) icon to open a New Trace tab. 

   

3. Type tpg.com.au or another address you want to to ping or traceroute, then hit Start. 

   

4. Let the test run for at least 60 seconds, then hit Pause. 

   

5. Hit the Print Screen (PrntScr) key on your keyboard to screenshot your test results. You can use CTRL+V to paste your screenshot into any text editor, image editor or email app.

PingPlotter on macOS

1. Download PingPlotter at: http://pingplotter.com/download
   
   You don't need to buy a subscription, you can use the Free version.

2. Open PingPlotter and type tpg.com.au or another address you want to ping or traceroute, then hit the Start. 

   

3. Let the test run for at least 60 seconds, then hit Pause. 

   

4. Use the Command ⌘+Shift+3 keys on your keyboard to screenshot your test results. You can use Command ⌘+V to paste your screenshot into any text editor, image editor or email app.

PingPlotter on iOS (iPhone/iPad)

1. Open the App Store and search for 'PingPlotter" to install PingPlotter. 
   
   You don't need to buy a subscription, you can use the Free version.

   

2. Open PingPlotter and type tpg.com.au or another address you want to ping or traceroute, then hit Start. 

   

3. Let the test run for at least 60 seconds, then hit Pause. 

   

4. Hit the Share icon and select Screenshot. 

   

5. You can choose to save your screenshot to Pictures, or share it by Mail.

Traceroute in Windows

1. Hit Search and type "cmd" into the search bar.

2. Open the Command Prompt app. 

   

3. Type “tracert” and then hit Space on your keyboard.

4. Type the address you want to traceroute, e.g. "tracert tpg.com.au" then hit Enter on your keyboard.

   

5. Wait for the test to finish. A traceroute will test a maximum of 30 "hops". Each hop is a new server that the data passes through on its way to its destination. The first hop is your modem, and the last hop is the server for the address you've tracerouted.
    
   Don't worry if some hops come up as "* * * Request timed out". Some servers deliberately ignore the data packets used for traceroute tests.

6. Three latency times (in milliseconds) will be shown before the domain or IP address for each hop. The mean average of these times is considered to be the latency for that server, e.g:
   
   "Tracing route to ftp.iinet.net.au [203.0.178.32] over a maximum of 30 hops:
   1 2ms 2ms 2ms NETCOMM [10.1.1.1]
   2 32ms 30ms 30ms Hop 2 [IP address]"
   
   In this example, 32ms + 30ms + 30ms / 3 = a latency of 30.66 milliseconds for the server on Hop 2.
   
   You can search online for a specific IP address to get a better idea of where it is.

   

7. To copy-paste your traceroute results: Right-click in the Command Prompt window and select Mark to turn on the cursor. You can use the up/down arrow keys on your keyboard to move the cursor to the start of the text you want to copy.
   
   Hold the Shift key and use the down/right arrow keys to highlight the text you want to copy, then hit the Enter key to copy the text.
   
   Open Word, Notepad or any other text editor or email app and use CTRL+V to paste the copied text.  

   

Traceroute in macOS

1. Open Finder and select Applications > Utilities, then open the Terminal app.

2. Type “traceroute” and then hit Space on your keyboard.

3. Type the address you want to traceroute, e.g. "tracert tpg.com.au", then hit Enter on your keyboard.

   

4. Wait for the test to finish. A traceroute will test a maximum of 30 "hops". Each hop is a new server that the data passes through on its way to its destination. The first hop is your modem, and the last hop is the server for the address you've tracerouted.
    
   Don't worry if some hops come up as "* * * Request timed out". Some servers deliberately ignore the data packets used for traceroute tests.

5. Three latency times (in milliseconds) will be shown before the domain or IP address for each hop. The mean average of these times is considered to be the latency for that server, e.g:
   
   "Tracing route to ftp.iinet.net.au [203.0.178.32] over a maximum of 30 hops:
   1 2ms 2ms 2ms NETCOMM [10.1.1.1]
   2 32ms 30ms 30ms Hop 2 [IP address]"
   
   In this example, 32ms + 30ms + 30ms / 3 = a latency of 30.66 milliseconds for the server on Hop 2.
   
   You can search online for a specific IP address to get a better idea of where it is.

6. To copy-paste your traceroute results: Click and drag the cursor to select the text you want to copy, then right-click and select Copy, or hit Command ⌘+C on your keyboard.
   
   Open TextEdit or any other text editor or email app and use Command ⌘+V to paste the copied text.