A ping test checks how data packets are sent to a specific address using your internet connection, including how long it took and whether any packets were lost.

If you use PingPlotter, it will run a ping test and a traceroute at the same time.

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Common addresses to ping

Address to ping What is it? Why ping it?
tpg.com.au TPG's web address To check that DNS is working on your computer.
203.12.160.35 One of TPG’s DNS servers To check that TCP/IP settings are working on your computer.
127.0.0.1 A loopback test to your own computer To check that there’s no issue with your computer’s network adapter or connection settings.

 

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. 

    PingPlotter New Trace

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

    PingPlotter trace

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

    PingPlotter results

  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. 

    PingPlotter trace

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

    PingPlotter results

  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.

    PingPlotter on App Store

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

    PingPlotter app trace

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

    PingPlotter app results

  4. Hit the Share icon and select Screenshot. 

    PingPlotter app Share Screenshot

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

 

Ping test in Windows

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

  2. Open the Command Prompt app. 

    Command Prompt app

  3. Type “ping” then hit Space on your keyboard. 

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

    Command Prompt ping

  5. Wait for the ping results.

    Ping results

    If a ping test fails, you'll get a "Request timed out", "Destination host unreachable", or "Transmit failed, error code #" messge instead of ping results. You may need to troubleshoot your internet if a ping test fails.

    With some browsing issues, you may be able to ping a DNS server, but not a web address. If this is the case, you should try manually setting your DNS server.

  6. To copy-paste your ping results: Highlight the text results and simply press the Enter key.

    Note: For Windows 10, 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.  

 

Ping test in macOS

  1. Hit Search and type “network utility” in the search bar.

  2. Open the Network Utility app.
     
    You can also find this app at /System/Library/CoreServices/Applications.

    Mac Network Utility app

  3. Select the Ping tab and type the address you want to ping, e.g. "google.com", then hit Ping.

    Network Utility ping

  4. Wait for the ping results.

    If a ping test fails, you'll get a "Request timed out", "Destination host unreachable", or "Transmit failed, error code #" messge instead of ping results. You may need to troubleshoot your internet if a ping test fails.

    With some browsing issues, you may be able to ping a DNS server, but not a web address. If this is the case, you should try manually setting your DNS server.

  5. To copy-paste your ping 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.

 

Understanding ping test results

Ping test results are similar for both Windows and macOS.

 

  1. If a ping test is successful, it means that your computer was able to connect to that address.

  2. You’ll see a "reply" listed for each data packet sent in the ping test, and how long it took, e.g:

    "Pinging google.com.au [142.251.221.67] with 32 bytes of data:
    Reply from 142.251.221.67: bytes=32 time=53ms TTL=119
    Reply from 142.251.221.67: bytes=32 time=53ms TTL=119
    Reply from 142.251.221.67: bytes=32 time=56ms TTL=119
    Reply from 142.251.221.67: bytes=32 time=57ms TTL=119"
     
    A Windows ping test will typically send 4 packets; a macOS ping test may send more.  

    Successful ping results

  3. The statistics will show if any data packets were lost during the ping test , e.g:

    "Ping statistics for 142.251.221.67:
    Packets: Sent = 4, Received = 4, Lost = 0 (0% Loss)
    Approximate round trip times in milli-seconds:
    Minimum = 53ms, Maximum = 57ms, Average = 54ms".

    Ping statistics

 

 

"Connect Outstanding" means your TPG order is blocked because there's already an active phone or internet service at your address.

To get the service transferred from the previous owner, we'll need you to send us Proof of Occupancy.
 
Can't provide Proof of Occupancy? This could result in connection delays, or we may be unable to complete your order. Please call us on 1300 023 575 to discuss your options.

 

  1. Scan or take a photo of one the following Proof of Occupancy documents, which must include your name and the same address as your internet order:

    - A fixed utility bill (e.g. water, electricity, gas); or
    - An insurance document (e.g. Business or Home & Contents); or
    - A Certificate of Title of the land; or
    - A Council Rates notice; or
    - A signed lease/rental agreement (must include the lease start date).
     
  2. Open a new email and attach your Proof of Occupancy.
  3. Enter a subject line of "nbn Proof of Occupancy", followed by your TPG account number.
     
    You can find your TPG account number on emails from us about your TPG order.
  4. In the body of the email, include your name and the address for your internet order, including the suburb and postcode.
  5. Send the email to: nbnpod@tpg.com.au

    Once your Proof of Occupancy is accepted, we'll proceed with your TPG order. Most services can be activated within 48 hours.

You can get your invoices at any time from My Account. This includes all previous invoices if you need them for tax purposes.

 

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

    TPG My Account - Account Management menu

  2. You'll see a list of all your TPG invoices. To download any invoice as a PDF file, hit the Invoice Number.

    To view PDF files, install Adobe Reader on your device.

    My Account Invoice list

Here's what you need to know about the different types of SIMs available for TPG Mobile, and how to order a replacement SIM.

 

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

 

Lost or stolen phones

If your phone, tablet or other mobile device has been lost or stolen, please call us on 1300 993 019 and we can help you with IMEI Blocking and a replacement SIM.

 

How to order a replacement SIM

If you have locked or lost your SIM, or you have a new phone that needs a new SIM, you have the following options:

  • Physical SIM - Call us on 1300 993 019 to order a new physical SIM for $10 (price includes delivery).
     
  • eSIM - If you have an eSIM compatible device, you can log in to My Account and select eSIM Swap to order a new eSIM. No fees apply. Learn more.

 

When a physical SIM is ordered, we supply a triple-cut Standard/Micro/Nano SIM so you can pop out the size you need.

Not sure which SIM size you need? Check the manufacturer's website for your phone's tech specs.

Triple Cut SIM Card

 

 

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

 

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

 

What is a TPG username?

Your TPG username helps us identify your TPG service. You also use it to log into My Account.

Usernames are 8-15 characters long, lower case and must contain at least one letter.

If your TPG service was created before 28 June 2011, your username will be 6-8 characters long.

TPG usernames can't be changed.

 

Your TPG username will be included in any emails and/or SMS we send you about your TPG service, and on your TPG invoices.

 

If you can't access your account due to a forgotten username or password, or you need to take over an account via Power of Attorney, please call us on 13 14 23.

Our X account is @TPG_Telecom.

If you ask us about your TPG account or services on X (formerly Twitter), we may ask you for more details so we can help you. These requests will only come from our verified @TPG_Telecom account.

Accounts other than the @TPG_Telecom account are entirely the opinion of the author and not representative of TPG's position or beliefs. You should only ask the verified @TPG_Telecom account about your TPG account or services.

For urgent queries, it's best to call us on the relevant number from our website. If you need to make a complaint, check out our Complaint Handling Policy.

We keep a copy of your interactions with us on social media, as explained in our Privacy Policy.

A VoIP service is compromised when a third party obtains your VoIP phone number and password. Compromised VoIP services are commonly used for phone fraud, where the VoIP service is used to make calls to expensive international destinations. The calls may be made using a machine to make as many calls as possible.

 

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

 

What happens if a VoIP service is compromised

  • Your VoIP call history is monitored, but it can take up to 48 hours for call records to reach us.
  • If we detect any suspicious call activity then your VoIP service will be suspended to stop the calls.
  • An email and SMS about the suspension will be sent to the contact details listed on your account.
  • We'll try to contact you within 48 hours to help secure your account again, or you can call us on 13 14 23.

 

What to do if your VoIP service is compromised

  • Run an antivirus and anti-malware scan on your computer and remove any infections found.
    If your computer is severely infected and you have trouble using it, you may need to hire a computer technician to help.
     
  • Make sure any Remote Management/Remote Connect feature is turned off in your modem settings.
     
  • Change your modem password and Wi-Fi password.
     
    Check out TPG Modem Guides for guides on how to change the modem password or Wi-Fi password on your TPG modem. If you don't have a TPG modem, check the manufacturer's website for a guide.
     
  • Change the password for your email address(es).
     
  • Once you're done, you can call us on 13 14 23 to ask for your VoIP service to be unsuspended. Unsuspension may take up to 2 business days.
     
    As always, you are accepting the risk that failure to keep your home network secure may lead to further exploitation of your services and you are liable for any charges resulting from a security breach outside of the TPG network.

 

Tips for better account security

  • Regularly scan your computer for viruses and malware.
  • Make sure your modem and Wi-Fi has a secure password, and don’t share the passwords with anyone you don’t want to have access to your network.
  • Never share your passwords over email, instant messengers or social media. If you need to record any password, write it down on a piece of paper and keep it somewhere safe.
  • Never enable remote management on your modem without setting it to a static IP address of a secure computer that is also owned by you. If you don’t set a static IP address for remote management, then any computer can access your modem remotely and potentially compromise your services.
  • Make sure your modem is running the latest version of firmware.

Here's what you need to know about White Pages listings for TPG phone services.

Note: White Pages listings may not be available for TPG Voice VoIP services.

 

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

 

If you've transferred a phone service to TPG from another provider, your directory listing may not be carried across to TPG.

By default, we won't list your number. You can choose to list your number in My Account once your TPG phone service is active.

 

  1. Log into My Account and hit View TPG Home Phone Service Account.
     
    Never used My Account before? Check out An Introduction to My Account.

  2. Hit Home Phone Service Control Panel.

  3. Under Directory Listing, select listed to turn on the listing, or silenced to turn off the listing.

    My Account - Directory Listing

  4. Hit Update at the bottom of the page to finish.
     
    Changes will take approximately 5 working days to show on whitepages.com.au. Closing dates for printed White Pages can be found in the White Pages Print Listing FAQ.

 

A Full listing will show the customers name, phone number and full address like the following example:

02 1234 1234
F Fakename
123 Fake Street Sydney NSW 2000

 

A Suppressed listing will show only the suburb and not the full street address, such as the example below:

02 1234 1234
F Fakename
Sydney 2000

 

Suppressed or customised listings may attract fees directly from Sensis. For more information, contact White Pages.

 

If you relocate your TPG phone service to a new address, your listing should update automatically about 5 working days after your phone service is active at your new address.

Here's what you need to know about TPG SIM-Only Mobile plans.

 

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

 

Getting TPG Mobile

Can I sign up to TPG Mobile without having any other TPG services?

Yes, you can.

 

What do I need for TPG Mobile?

We'll bring a TPG Mobile SIM, you bring the phone. Use an unlocked phone from our list of Approved Devices for the best experience.

Note: We can't unlock phones for you.

To use mobile data, your phone must support these frequencies:

  • 4G: 850MHz, 1800MHz and 2100MHz
  • 5G: 700MHz and 3600MHz

 

Which SIM types are available?

You can choose a triple-cut Standard/Micro/Nano physical SIM, or en eSIM. eSIMs can be downloaded and installed on eSIM-compatible phones.

Learn more about SIM types and how to order a replacement SIM here.

 

How do I check mobile coverage in my area?

You can check your location on our coverage map.

 

Can I keep my existing mobile number?

Yes, you can port your mobile number to TPG. To help things go smoothly, you'll need to give us these details about your current mobile service:

  • Post-paid mobile services: we need the account number for your current mobile service, which can typically be found on an invoice from your current mobile provider.
  • Prepaid mobile services: we need date of birth of the account holder for your current mobile service.

Important: Don't cancel your current mobile service - it needs to be active to port your number to us. You can cancel your old mobile service after your number has moved to TPG.

 

TPG Mobile billing

Is TPG Mobile a prepaid service or a post-paid service?

TPG Mobile is a prepaid service. Your monthly mobile plan fee is renewed automatically using your nominated payment details.

 

What is a Prepaid Balance?

You can choose to top up your Prepaid Balance to pay for any calls/texts or data that isn't part of your plan's included value.

The Prepaid Balance helps protect you from bill shock. You choose if and when to top up your Prepaid Balance, so you're in complete control of your spending and there's no nasty surprises for excess usage on your invoice.

To top up your Prepaid Balance, log into My Account and hit Add Prepaid Balance.

 

When do I get charged for my mobile plan fee?

TPG Mobile is a prepaid month-to-month subscription that's automatically renewed each month. Each month is billed in advance. You'll be charged for your next monthly plan fee 7 days before your next billing period begins. For example, if your billing period usually starts on the 10th of each month, you'll be charged on the 3rd.

 

What happens if I don't pay to renew my TPG mobile plan?

If your payment fails, we'll send you an email and SMS to let you know so you can arrange payment. If your mobile plan renewal fee isn't paid, your mobile plan will be suspended on the date advised in our email/SMS.

If you pay the monthly plan renewal fee, your mobile service will be suspended within 1 business day after payment has cleared. We recommend credit card payment for the fastest resolution as Direct Debit payments can take up to 3 business days to clear.

Please note: If your mobile plan renewal fee remains unpaid for 30 days, your mobile plan will be disconnected. It may not be possible to recover your mobile number if you leave your service disconnected for a long time.

 

Can you suspend my mobile service while I'm on holiday?

Sorry, we can't do this. If you're going on an extended holiday and you don't want to lose your mobile number by cancelling your mobile service, we recommend changing to our cheapest mobile plan while you're not using it.

 

Managing and using your TPG Mobile service

How can I track my call and data usage?

You can check your usage in My Account.

 

What happens if I use all my monthly data?

If you have $10 in your Prepaid Balance, a 2GB data block will be automatically purchased for $10.

If you don't have enough Prepaid Balance for a data block, mobile data will be unavailable until your next billing period unless you top up your Prepaid Balance in My Account.

Note: Data blocks don't roll over to the next billing period.

 

How do I change my mobile plan?

You can change your TPG Mobile plan at any time in My Account for no additional fee.

If you requested a plan change at least 7 days before your next billing period, your plan change will happen at the start of your next billing period.

If less than 7 days' notice was given for the plan change, then the plan change will happen at the start of the following billing period. For example, if your next billing period starts on 1 January and you submit a plan change request on 29 December, your new plan will start on 1 February.

 

How do I manage my mobile service?

You can check your usage, change your plan, top up your prepaid balance, adjust your mobile settings, request your PUK code and more in My Account.

 

How do I enable international roaming?

  1. Log in to My Account.

  2. Under the Mobile Service, select Settings

  3. Set the International Roaming ON/OFF switch to ON.

 

Can I use premium services on TPG Mobile?

No. Premium call/SMS services like 19/1900 numbers can't be used on TPG Mobile.

 

Can I tether my phone?

Tethering lets your phone act as a Wi-Fi hotspot to let other devices use your mobile data. You can choose to tether your TPG Mobile, but keep in mind that all data usage comes out of your monthly mobile data.

 

At TPG, we understand that life can take unexpected turns. If you're facing financial hardship, we're here to help.

It is free to make an application or enter any financial hardship arrangement. Our customers have the right apply for short term or long-term assistance whenever they need.  

Our priority is to keep you connected, with disconnection being a measure of last resort.

 

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

 

What is financial hardship?

Financial hardship can happen for many reasons including loss of income, personal or household illness, change in family circumstances, or because of natural disasters.

TPG considers financial hardship to be a situation where a customer, not-for-profit organisation, or business* is, or may be, unable to discharge their financial obligations owed to us or is experiencing other financial difficulties, and that customer or organisation considers they can discharge their financial obligation to us if an agreed arrangement for financial hardship assistance is implemented by us.

*a business that spends less than $40,000 annually with TPG Telecom and doesn’t have a genuine and reasonable opportunity to negotiate the terms of the contract and acquires telecommunication product(s) which are not for resale.

 

What are my options?

Some solutions we offer customers to stay connected include:

  • Payment arrangements
  • Applying restrictions on your services
  • Moving you to a lower cost contract or plan (subject to your contract)
  • Spend controls
  • Payment moratorium
  • Waiving late payment fees
  • Manual payment

 

How can I get help?

To make an application or for any assistance, please contact us on 1300 056 356 (8AM-8PM AET Mon-Fri) or via web form.

We’ll complete our assessment within 5 business days of receiving your application. You can call us to monitor your application on 1300 056 356.

 

Communication of financial hardship arrangements

If we agree to a financial hardship arrangement, we’ll contact you within 2 business days of completing our assessment. However, if we determine you are not eligible, we’ll inform you immediately.

You must contact us within 14 days if your circumstances change.

 

Where can I get further help?

The National Debt Helpline offers professional counsellors who can offer free and independent advice.

At TPG, we are committed to providing accessibility for all customers whether that be the way you contact us or the products we develop.

We’ll also work with a family member, friend, power of attorney or legal guardian if nominated.  

 

If we cannot reach an agreed outcome, you can lodge a complaint.

If you’d like to seek a review or lodge a complaint, you can contact us here.    

Alternatively, you can make a complaint or contact the TIO for support and advice.

 

More information

For more information, please download our Financial Hardship Policy PDF.

To view PDF files, install Adobe Reader on your computer, tablet or smartphone.