You can make a payment at any time in My Account. If you don't have an outstanding invoice, then any amount you pay will become a credit on your TPG account to be used on future invoices.
Never used My Account before? Check out An Introduction to My Account.
Please note: If you need to change your payment details first, check out Update payment details in My Account.
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Log in to My Account and hit Make a payment.
If there's any Amount Payable on your TPG account, you'll see it next to this button.
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Select Make a payment.
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If your TPG account has an Amount Payable, you'll be asked if you want to pay the full outstanding balance. Hit Yes to pay using the payment details save on your TPG account.
If you want to pay a different amount using a credit card, hit Not now.
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If you chose to pay a different amount, enter the amount in the Credit/Charge Amount box, then hit Proceed.
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Fill out the required credit card details, including your Name on Card, Card Number, Expiration Date and Security Code.
Any surcharges that apply will be shown on screen. -
Hit Make payment to finish.
You can get your invoices at any time from My Account. This includes all previous invoices if you need them for tax purposes.
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Log in to My Account and hit Invoices.
Never used My Account before? Check out An Introduction to My Account.
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You'll see a list of all your TPG invoices. To download any invoice as a PDF file, hit Download Invoice.
To view PDF files, install Adobe Reader on your device.
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If you want to see the phone calls included on any invoice, hit View Call History.
You can check the data usage for your TPG internet service at any time. If you have a monthly data plan instead of an unlimited data plan, we'll also let you know when you've hit 50%, 85% and 100% of your monthly data.
Data usage isn't available if you have an unlimited data plan.
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Log in to My Account and hit Volume Usage.
Never used My Account before? Check out An Introduction to My Account.
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You'll see the usage for your current billing period by default, including a graph to break down daily usage.
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To see older usage, choose from the Date range drop-down menu.
My Account lets you manage your TPG account and services online, so you can take care of a lot of stuff without needing to call us.
This guide will show you how to log in to My Account and what do can do in it.
Select one of the links below to jump to a query:
How to log in to My Account
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Go to My Account at: https://www.tpg.com.au/myaccount - or just hit the My Account button on the TPG website.
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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. -
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.
Here’s what you need to know about speeds on TPG nbn.
Select one of the links below to jump to a query:
- How we advertise nbn® 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.
| nbn Speed Tier | Typical Evening download Speed | Typical Evening upload Speed |
|---|---|---|
| NBN12 | 12Mbps | 0.8Mbps |
| NBN25 | 25Mbps | 4Mbps |
| NBN50 | 50Mbps | 17Mbps |
| NBN100 | 100Mbps | 17Mbps |
| NBN500* | 500Mbps^ | 42Mbps |
| NBN Home Superfast* | 640Mbps^ | 42Mbps |
| NBN Home Ultrafast* | 800Mbps | 85Mbps |
*This speed option is available on nbn FTTP & nbn HFC only. A high speed modem is required.
^ Estimated speeds for these plans will be revised once TPG has collected enough performance data.
TPG nbn® Wireless Typical Evening Speeds
| nbn Speed Tier | Typical Evening download Speed | Typical Evening upload Speed |
|---|---|---|
| NBN12 | 10Mbps | 0.9Mbps |
| NBN25 | 20Mbps | 3.8Mbps |
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.
| Speed | Available on these nbn types | Best for |
|---|---|---|
| NBN12 | nbn Fibre nbn Wireless |
For basic internet use like web browsing and email. |
| NBN25 | nbn Fibre nbn Wireless |
For small households and light entertainment needs. |
| NBN50 | nbn Fibre | For households with multiple devices and quality streaming. |
| NBN100 | nbn FTTB, nbn FTTC & nbn FTTN | For entertainment lovers and online gamers. |
| NBN500* | nbn FTTP & nbn HFC only | For ultra-connected households, digital creators, and remote workers. |
| NBN Home Superfast* | nbn FTTP & nbn HFC only | For large households with high-speed needs and simultaneous heavy usage. |
| NBN Home Ultrafast* | nbn FTTP & nbn HFC only | For heavy-duty internet users and small businesses. |
*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.
| Factor | Applies to: |
|---|---|
|
The quality of your modem, cables and devices |
All nbn services |
|
Network Congestion |
All nbn services |
|
Weather |
All nbn services |
|
Wi-Fi signal interference |
All nbn services |
|
How many devices you have connected |
All nbn services |
|
Which content is being accessed |
All nbn services |
|
nbn® Infrastructure
|
nbn FTTB/N, nbn FTTC and nbn Wireless |
|
nbn® Wireless Signal interference |
nbn Wireless |
|
nbn® Wireless Fair Use Policy Enforcement |
nbn Wireless |
|
Latency
|
nbn Wireless |
Checking the status lights on your indoor nbn Connection Box (NCB) for nbn FTTP can be useful for troubleshooting.
Choose your NCB
| Picture | nbn® Connection Box |
|---|---|
 |
Current models Supplied from 14 September 2025 |
 |
Original model Supplied before 14 September 2025 |
Are the lights behaving strangely?
If you're seeing some really unusual behaviour such as the lights for empty ports flashing, have there been recent lightning storms in your area?
If you think your NCB, cables or other nbn equipment have been affected by a lightning strike, please call us on 1300 997 271.
Current nbn® FTTP Connection Box models
Most premises will get a one-port NCB, and select premises will get a 4-port NCB.
There are 2 different models of each, and they both have the same status lights – the only difference between them is the location of the power port.
Opening the cover
- If your NCB has the current wall bracket (shown below) then you can always see the lights. To access the ports, you can open the cover from the left side.
- If your NCB has been fitted into an original wall bracket, the cover opens from the base.
nbn® FTTP Connection Box Status Lights
Are all the lights off? Press the LIGHTS ON/OFF button to turn the NCB lights back on. When this button is used to turn lights off, they’ll stay off even if the NCB is restarted.
| Light | States and meaning | |
|---|---|---|
| Power | Off = No power, or NCB lights are turned off. Press the LIGHTS ON/OFF button to turn the NCB lights back on. Green = Your NCB has power. This light flashes when your NCB is starting up or downloading software. |
|
| Optical* | Off = Your NCB is disabled. Please call us on 1300 997 271 as we'll need to lodge a ticket with nbn®. Green = Successful network connection. This light flashes during connection activity. Red = No connection to the network. Try troubleshooting. |
|
| Alarm | Off = No issues detected. Red = Issue detected. Try troubleshooting. |
|
| Port | Off = Nothing is plugged into this port. Green = A device is plugged in. This light will flash during data transfer. |
|
*If you have a 4-port NCB:
- Your Optical light may be green (GPON mode) or blue (XGS-PON mode). If the light is alternating red/green/blue, please call us on 1300 997 271 as we’ll need to get your NCB activated.
- You’ll have 4 numbered Port lights to show connections to each port.
Original nbn® FTTP Connection Box model
Lifting the cover
If your NCB has a cover, it opens by lifting the cover upwards from the base.
Once the cover is lifted, you'll see the status lights at the top of the NCB and the ports are on the bottom.
nbn® FTTP Connection Box Status Lights
| Light | States and meaning | |
|---|---|---|
| Power | Off = No power. Green = Your NCB has power. It's normal if this light looks more orange/yellow than green. Red = Using backup battery power from the Power Supply unit (if you have one). |
|
| Optical | Off = Your NCB is disabled. Please call us on 1300 997 271 as we'll need to lodge a ticket with nbn®. Green = Successful network connection. This light flashes during connection activity. Red = No connection to the network. Try troubleshooting. |
|
| Alarm | Off = No devices connected. Green = No issues detected. Red = Issue detected. Try troubleshooting. |
|
| UNI-D 1/2/3/4 | Off = Nothing is plugged into this port. Only one UNI-D port is active for each nbn service - usually UNI-D 1. If you don't know which UNI-D port to use, call us on 1300 997 271 and we'll help you. Orange = A device capable of up to 1000Mbps is plugged in. This light will flash during data transfer. Green = A device capable of up to 10/100Mbps is plugged in. This light will flash during data transfer. |
|
| UNI-V 1/2 | Off = There is no nbn Fibre Phone service, or it's not currently being used. Note: Fibre Phone is no longer sold as of 23 May 2024. Green = One or more nbn Fibre phones are off the hook (typically because they are being used). This light flashes if the phone has been off the hook for more than an hour. |
|
| Update | Off = It's normla for this light to be off. Green = Your NCB is currently downloading an update with no issues. Red = Your NCB has failed to download an update. Please call us on 1300 997 271 as we'll need to lodge a ticket with nbn®. |
|
Where to find your nbn FTTP Connection box Serial Number
The Serial Number for your NCB is listed next to S/N on its barcode sticker.
A traceroute checks how data packets are sent to a specific address using your internet connection, taking note of each stop along the way. It's a good way to see the latency (delay) between different servers that make up the internet.
If you use PingPlotter, it will run a ping test and a traceroute at the same time.
Select one of the links below to jump to a query:
- PingPlotter on Windows
- PingPlotter on macOS
- PingPlotter on iOS (iPhone/iPad)
- Traceroute in Windows
- Traceroute in macOS
PingPlotter on Windows
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Download PingPlotter at: http://pingplotter.com/download
You don't need to buy a subscription, you can use the Free version. -
Open PingPlotter and hit the + (plus) icon to open a New Trace tab.
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Type tpg.com.au or another address you want to to ping or traceroute, then hit Start.
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Let the test run for at least 60 seconds, then hit Pause.
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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
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Download PingPlotter at: http://pingplotter.com/download
You don't need to buy a subscription, you can use the Free version. -
Open PingPlotter and type tpg.com.au or another address you want to ping or traceroute, then hit the Start.
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Let the test run for at least 60 seconds, then hit Pause.
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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)
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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.
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Open PingPlotter and type tpg.com.au or another address you want to ping or traceroute, then hit Start.
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Let the test run for at least 60 seconds, then hit Pause.
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Hit the Share icon and select Screenshot.
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You can choose to save your screenshot to Pictures, or share it by Mail.
Traceroute in Windows
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Hit Search and type "cmd" into the search bar.
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Open the Command Prompt app.
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Type “tracert” and then hit Space on your keyboard.
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Type the address you want to traceroute, e.g. "tracert tpg.com.au" then hit Enter on your keyboard.
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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. -
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.
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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
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Open Finder and select Applications > Utilities, then open the Terminal app.
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Type “traceroute” and then hit Space on your keyboard.
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Type the address you want to traceroute, e.g. "tracert tpg.com.au", then hit Enter on your keyboard.
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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. -
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. -
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.
You may need to lodge a Statutory Declaration form in these situations:
- Someone else’s services are already connected at a property you own or rent.
- You need to take ownership of an account because the owner can no longer be contacted for any reason.
- Any other situation that requires a legal statement from you.
If you don't know what to do with your Statutory Declaration, please contact us.
How to lodge a Statutory Declaration
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Download and/or print a copy of the form here. Single or double-sided printing is fine. If you don't have access to a printer, you can get a Statutory Declaration form from your local Post Office. Alternatively, your local library may be able to help you print the form.
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Using a black or blue pen, fill out your Name, Address and Occupation, and then write your declaration in the space provided. If you're making a declaration as an authorised representative for a business, please state this clearly.
Example 1: Making a declaration as an individual
Example 2: Making a declaration as an authorised representative of a business -
Get your Statutory Declaration signed by a witness. A list of acceptable witnesses can be found on the Statutory Declaration form.
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Sign and date your form in front of your witness and then have them sign their name and title.
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Scan or take a photo of your Statutory Declaration form and email it to customer_service@tpg.com.au. Please include your Customer ID or TPG username in your email subject.
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We'll contact you about the next steps once we get your Statutory Declaration.
If your phone isn't automatically detecting TPG or Vodafone as the network carrier, you can select the network carrier manually.
Don't see a guide for your phone? Please check the manufacturer's website for a guide.
Select one of the links below to jump to a query:
How to set the network carrier on an iPhone
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Open the Settings app.
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Select Carrier.
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Turn off the Automatic switch, then wait while your iPhone searches for available networks in the area.
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Tap Vodafone AU, then exit the Settings app to finish.
How to set the network carrier on Android OS
Android OS looks different depending on your phone and software version. If these steps don't work for you, please check the manufacturer's website for a guide.
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Open the Settings app.
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Tap Network and Internet.
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Tap SIMs, then select your TPG SIM.
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Scroll down and turn off the Automatically select network switch, then wait while your phone searches for available networks in the area.
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Tap Vodafone AU, then exit the Settings app to finish.
If there's no communication betwen your modem and your device, then you won't be able to view websites or browse to your modem's default gateway. These steps will help identify the issue.
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Make sure your computer is connected to your modem by Ethernet cable or Wi-Fi.
Wi-Fi connections can't be over Guest Wi-Fi or Wi-Fi Protected Setup (WPS). -
Turn off your modem and your device and leave them off for at least 60 seconds.
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Turn them back on and wait for them to reboot. When you modem's Internet light is back on, try to browse to your modem’s default gateway.
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Do you have any devices connected to your modem with an Ethernet cable? If these devices can visit your modem's default gateway but devices on Wi-Fi can’t, switch to troubleshooting Wi-Fi No Connection.
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Do you have multiple devices to test? If some devices can get to your modem's default gateway but others can't, the devices that can't may be faulty.
Faulty devices with a faulty wireless adapter may need to be repaired or replaced. If the device is a computer running Windows, a winsock reset may help. -
Still can't get to your modem's default gateway? Call us on 13 14 23 and we'll help you.