If your TPG nbn HFC service is having dropouts, it means your internet will go offline and come back online intermittently. These steps will help you identify the issue.

1. Your service may just be affected by an outage or planned maintenance. You can check your address on nbn®'s Network status and outages page and our Network Status page.
   
   If there is an outage or planned maintenance, the results will give you an estimated fix time.

2. Log into My Account and run an nbn service test.

   If the nbn service test identifies an issue, we’ll contact you.

3. Do you have any devices connected to your modem with an Ethernet cable? If these devices stay connected when devices on Wi-Fi drop out, switch to troubleshooting Wi-Fi Dropouts.

4. Find your nbn modem and make sure the cables are plugged in securely and not damaged. Our setup guide will show you how to plug in.

   You’ll need to replace any broken or chewed cables.

   

5. Still getting dropouts? Please call us on 1300 997 271 and we’ll help you. Take note of the Serial Number (S/N) and CMAC Number on your nbn Connection Device's barcode sticker because we'll need these details to investigate further.
   
   Arris CM8200 (supplied before 1 October 2024)

   

    
   Arris CM3500 (supplied after 1 October 2024)

   

If your TPG nbn HFC service is offline, you won’t be able to visit a website, browse, stream, or download. Email and any other services that use the internet will not work. These steps will help you identify the issue.

1. Your service may just be affected by an outage or planned maintenance. You can check your address on nbn®'s Network status and outages page and our Network Status page.
   
   If there is an outage or planned maintenance, the results will give you an estimated fix time.

2. If you have a phone with mobile data, use it to run an nbn service test in My Account.

   If the nbn service test identifies an issue, we’ll contact you.

3. Find your nbn modem and make sure the cables are plugged in securely and not damaged. Our setup guide will show you how to plug in.

   You’ll need to replace any broken or chewed cables. If you have an advanced setup with a network switch, it must be plugged into a router instead of directly into the nbn Connection Box (NCB).

   

4. Turn off the power outlets for your modem and NCB for at least 10 seconds.

5. Turn the outlets back on and wait for your modem’s Internet light to come on, then see if you can visit a website.

   
6. Do you have any devices connected to your modem with an Ethernet cable? If these devices can visit a website but devices on Wi-Fi can’t, switch to troubleshooting Wi-Fi No Connection.
7. If you can view websites on some devices but not others, even when they’re both connected the same way, you may need to fix some browser settings. Check out our guide on Browsing issues.

8. Still can't get online? Please call us on 1300 997 271 and we’ll help you. Take note of the Serial Number (S/N) and CMAC Number on your NCB's barcode sticker because we'll need these details to investigate further.
    
   Arris CM8200 (supplied before 1 October 2024)

   

    
   Arris CM3500 (supplied after 1 October 2024)

   

If your TPG nbn HFC service is running slowly, these steps will help you identify the issue.

1. Your service may just be affected by planned maintenance. You can check your address on nbn®'s Network status and outages page and our Network Status page.
   
   If there is planned maintenance, the results will give you an estimated fix time.

2. If you have a phone with mobile data, use it to run an nbn service test in My Account.

   If the nbn service test identifies an issue, we’ll contact you.

3. Find your nbn modem and turn off its power outlet for at least 10 seconds.

4. Turn the outlet back on and wait for your modem’s Internet light to come on, then run a speed test.

   

5. Do you have any devices connected to your modem with an Ethernet cable? If speeds on these devices are fine but devices on Wi-Fi are slow, switch to Troubleshooting Wi-Fi speed.

6. Make sure your modem’s Ethernet cables are in good condition, with “CAT6” or “CAT5e” printed on them.

   Older Cat5 Ethernet cables are not recommended for nbn services. You’ll need to replace any broken or chewed cables.

7. Your speed may temporarily slow down if you’re running more devices or apps than your connection can handle at the same time. For example, if a device is downloading a large file or running a 4K streaming app, your speed should improve when it’s finished.
   
   If you need to run more devices or apps at the same time, you can change your plan in My Account or call us on 13 14 23 for support.

8. Run a scan on your antivirus/anti-malware software. If any infections are detected, make sure they are quarantined and removed.
   
   Contact your software’s Customer Support if you need help.

9. Still getting slow speeds? Please call us on 1300 997 271 or lodge a fault with the My TPG App (iOS or Android) and we’ll help you.

   Log in to the My TPG app and hit Your Internet Speed, then Test Your Speed. If your speed is below the acceptable range, you can hit Lodge Fault and submit the form.

Your modem will take care of the hard stuff like internet settings, but we’ll need your help to plug it in. The main cables you need will come in the box, and you can grab extra Ethernet cables from the shops if you need them. 

Choose your modem to get started:

Picture	Modem
	Wi-Fi Max Modem
	VX420-G2V Modem
	VX420-G2H Modem
	VX220-G2V Modem
	TP-Link VR1600v
	TPG modem not listed here? See Guides for older modems.
	Don't have a TPG modem? See our BYO modem guide.

How to plug in your Wi-Fi Max Modem for nbn HFC

1. Plug in your Wi-Fi Max Modem
   • Find your nbn® Connection Box (NCB) and unplug any old modem
   • Leave the NCB plugged into the coaxial wall outlet.
   • Use the red Ethernet cable to connect your modem’s red 2.5G WAN port to the yellow 2.5G or UNI-D1 port. 
      
     
2. Power on your Wi-Fi Max modem.
   • Use the power cable to connect your Wi-Fi modem to a power outlet, then press the ON/OFF button.
   • Wait 20 minutes for the automatic setup to complete. 
   • You should have a green light on the front of your Wi-Fi modem. If it’s red, call 1300 997 271 for help.
      
     
3. Connect devices via Ethernet.
   • For online gaming and HD/4K streaming, Ethernet is better than Wi-Fi. Use Ethernet for desktop PCs, gaming consoles or TVs if you can.
   • You can use additional Ethernet cables to connect up to 2 devices to the yellow LAN ports.
   • You can connect more devices over Wi-Fi.
     
4. Connect your Wi-Fi devices.
   • Find the default name of your Wi-Fi network printed next to “Wi-Fi Name” on your modem’s barcode sticker.
   • Select your Wi-Fi Name on your device, then enter the password printed next to “Wi-Fi Password” on your modem’s barcode sticker.
   • If you’re using a smartphone, you can just scan the QR code on your modem’s barcode sticker.
      
     
     
      Want to customise your Wi-Fi name and password? You can use the My Internet Connect app.
5. Plug in your phone.
   • Got a TPG Voice service? Use a phone cable to plug your VoIP-ready phone into the grey Phone port.
   • Make sure your phone is plugged into a power outlet.
   • You should have a green Phone light on the back of your modem. If it’s off or flashing blue, call us for help.
      
     
6. Download the My Internet Connect app.
   It’s easy to manage your home network with the My Internet Connect app. 
   • Make sure your device is connected to your modem’s Wi-Fi network.
   • Enter the Login Password on your modem’s barcode sticker.
      
     
7. Need help? Call our team using these numbers:
   • 13 14 23 in Australia.
   • +61 2 9007 3023 from overseas.
   • National Relay Service for hearing impaired customers. 

How to plug in your VX420-G2V Modem for nbn HFC

1. First, make sure you’ve got a message from us asking you to plug in your nbn modem. We need to get your connection ready on our side before you plug in.
2. Find your nbn Connection Box (NCB) – this will be connected to a cable wall socket, which may be near another cable wall socket for any cable TV service. You probably already have a modem plugged in from your last internet service. Unplug any old modem from the NCB and power outlet.
   
   If your NCB is missing, please call us on 1300 023 575.
3. Use the power cable to connect your modem's Power port to a power outlet and press your modem’s ON/OFF button.
    
   Your NCB should already be connected to a power outlet - if not, plug it in.
4. Use the Ethernet cable to connect your modem's blue WAN port to your NCB's UNI-D1 port or 2.5G port.
    
   NCBs with 2.5G ports were supplied from 1 October 2024.
5. Leave your modem alone for 20 minutes while it runs through its automatic setup.
6. Check the Internet light on your modem. If it’s green, you’re online and you can start connecting your devices.
    
   No green light? Call us on 1300 997 271 and we can help you out.
   
7. You'll find the default Wi-Fi name and password on your modem's barcode sticker. If you want to change your Wi-Fi name or password, use this guide.
   
8. Your devices will automatically connect to the best Wi-Fi possible. If your Wi-Fi’s running slow, check out Improving Wi-Fi Signal.
9. For online gaming or HD/4K streaming, Ethernet is better than Wi-Fi. If you have extra Ethernet cables, you can connect up to 4 devices to your modem’s yellow LAN ports.
10. To use your TPG Voice phone service, just plug a handset into your modem’s green Phone port.
    
11. You’re now good to go.
     
    If you don’t want to keep your old modem, see if your local council has any eWaste recycling facilities.

How to plug in your VX420-G2H Modem for nbn HFC

1. First, make sure you’ve got a message from us asking you to plug in your nbn modem. We need to get your connection ready on our side before you plug in.
2. Find your nbn Connection Box (NCB) – this will be connected to a cable wall socket, which may be near another cable wall socket for any cable TV service. You probably already have a modem plugged in from your last internet service. Unplug any old modem from the NCB and power outlet.
   
   If your NCB is missing, please call us on 1300 023 575.
3. Use the power cable to connect your modem's Power port to a power outlet and press your modem’s ON/OFF button.
    
   Your NCB should already be connected to a power outlet - if not, plug it in.
4. Use the Ethernet cable to connect your modem's blue WAN port to your NCB's UNI-D1 port or 2.5G port.
    
   NCBs with 2.5G ports were supplied from 1 October 2024.
5. Leave your modem alone for 20 minutes while it runs through its automatic setup.
6. Check the Internet light on your modem. If it’s green, you’re online and you can start connecting your devices.
    
   No green light? Call us on 1300 997 271 and we can help you out.
   
7. You'll find the default Wi-Fi name (SSID) and password on your modem's barcode sticker. If you want to change your Wi-Fi name or password, use this guide.
   
8. Your devices will automatically connect to the best Wi-Fi possible. If your Wi-Fi’s running slow, check out Improving Wi-Fi Signal.
9. For online gaming or HD/4K streaming, Ethernet is better than Wi-Fi. If you have extra Ethernet cables, you can connect up to 4 devices to your modem’s yellow LAN ports.
10. To use your TPG Voice phone service, just plug a handset into your modem’s green Phone port.
    

11. You’re now good to go.
     
    If you don’t want to keep your old modem, see if your local council has any eWaste recycling facilities.

How to plug in your VX220-G2V Modem for nbn HFC

1. First, make sure you’ve got a message from us asking you to plug in your nbn modem. We need to get your connection ready on our side before you plug in.
2. Find your nbn Connection Box (NCB) – this will be connected to a cable wall socket, which may be near another cable wall socket for any cable TV service. You probably already have a modem plugged in from your last internet service. Unplug any old modem from the NCB and power outlet.
   
   If your NCB is missing, please call us on 1300 023 575.
3. Use the power cable to connect your modem's Power port to a power outlet and press your modem’s ON/OFF button.
    
   Your NCB should already be connected to a power outlet - if not, plug it in.
4. Use the Ethernet cable to connect your modem's blue WAN port to your NCB's UNI-D1 port or 2.5G port.
    
   NCBs with 2.5G ports were supplied from 1 October 2024.
5. Leave your modem alone for 20 minutes while it runs through its automatic setup.
6. Check the Internet light on your modem. If it’s blue, you’re online and you can start connecting your devices.
    
   No blue light? Call us on 1300 997 271 and we can help you out.
   

7. You'll find the default Wi-Fi name and password on your modem's barcode sticker. If you want to change your Wi-Fi name or password, use this guide.

   
8. Your devices will automatically connect to the best Wi-Fi possible. If your Wi-Fi’s running slow, check out Improving Wi-Fi Signal.
9. For online gaming or HD/4K streaming, Ethernet is better than Wi-Fi. If you have extra Ethernet cables, you can connect up to 4 devices to your modem’s yellow LAN ports.
10. To use your TPG Voice phone service, just plug a handset into your modem’s green Phone port.
    

11. You’re now good to go.
     
    If you don’t want to keep your old modem, see if your local council has any eWaste recycling facilities.

How to plug in your TP-Link VR1600v for nbn HFC

1. First, make sure you’ve got a message from us asking you to plug in your nbn modem. We need to get your connection ready on our side before you plug in.
2. Find your nbn Connection Box (NCB) – this will be connected to a cable wall socket, which may be near another cable wall socket for any cable TV service. You probably already have a modem plugged in from your last internet service. Unplug any old modem from the NCB and power outlet.
   
   If your NCB is missing, please call us on 1300 023 575.
3. Use the power cable to connect your modem's Power port to a power outle and press your modem’s Power button.
    
   Your NCB should already be connected to a power outlet - if not, plug it in.
4. Use the Ethernet cable to connect your modem's blue WAN port to your NCB's UNI-D1 port or 2.5G port.
    
   NCBs with 2.5G ports were supplied from 1 October 2024.
5. Leave your modem alone for 20 minutes while it runs through its automatic setup.
6. Check the Internet light on your modem. If it’s green, you’re online and you can start connecting your devices.
    
   No green light? Call us on 1300 997 271 and we can help you out.
   

7. You'll find the default Wi-Fi name (SSID) and password on your modem's barcode sticker. If you want to change your Wi-Fi name or password, use this guide.

   
8. Your devices will automatically connect to the best Wi-Fi possible. If your Wi-Fi’s running slow, check out Improving Wi-Fi Signal.
9. For online gaming or HD/4K streaming, Ethernet is better than Wi-Fi. If you have extra Ethernet cables, you can connect up to 4 devices to your modem’s yellow LAN ports.
10. To use your TPG Voice phone service, just plug a handset into your modem’s grey Phone 1 port.
    
11. You’re now good to go.
     
    If you don’t want to keep your old modem, see if your local council has any eWaste recycling facilities.

If your TPG nbn FTTB/N service is having dropouts, it means your internet will go offline and come back online intermittently. These steps will help you identify the issue.

1. Your service may just be affected by an outage or planned maintenance. You can check your address on nbn®'s Network status and outages page and our Network Status page.
   
   If there is an outage or planned maintenance, the results will give you an estimated fix time.

2. Log into My Account and run an nbn service test.

   If the nbn service test identifies an issue, we’ll contact you.

3. Do you have any devices connected to your modem with an Ethernet cable? If these devices stay connected when devices on Wi-Fi drop out, switch to troubleshooting Wi-Fi Dropouts.

4. Find your nbn modem and make sure the cables are plugged in securely and not damaged. Our setup guide will show you how to plug in.

   You’ll need to replace any broken or chewed cables. Line filters that were used for ADSL broadband must not be used for nbn.

   

5. Still getting dropouts? Please call us on 1300 997 271 and we’ll help you.

If your TPG nbn FTTB/N service is offline, you won’t be able to visit a website, browse, stream, or download. Email and any other services that use the internet will not work. These steps will help you identify the issue.

1. Your service may just be affected by an outage or planned maintenance. You can check your address on nbn®'s Network status and outages page and our Network Status page.
   
   If there is an outage or planned maintenance, the results will give you an estimated fix time.

2. If you have a phone with mobile data, use it to run an nbn service test in My Account.

   If the nbn service test identifies an issue, we’ll contact you.

3. If you think an incompatible modem has been plugged in at your place, please call us on 1300 997 271 so we can get your connection unblocked. If an incompatible modem is detected, nbn® will block a connection to stop wider network issues.

   All TPG modems are white-listed with nbn®.

4. Find your nbn modem and make sure the cables are plugged in securely and not damaged. Our setup guide will show you how to plug in.

   You’ll need to replace any broken or chewed cables.

   

5. Turn off your modem’s power outlet for at least 10 seconds.

6. Turn the outlet back on and wait for your modem’s Internet light to come on, then see if you can visit a website.

   

7. Do you have any devices connected to your modem with an Ethernet cable? If these devices can visit a website but devices on Wi-Fi can’t, switch to troubleshooting Wi-Fi No Connection.

8. If you can view websites on some devices but not others, even when they’re both connected the same way, you may need to fix some browser settings. Check out our guide on Browsing issues.

9. Still can't get online? Please call us on 1300 997 271 and we’ll help you.

If your TPG nbn FTTB/N service is running slowly, these steps will help you identify the issue.

1. Your service may just be affected by planned maintenance. You can check your address on nbn®'s Network status and outages page and our Network Status page.
   
   If there is planned maintenance, the results will give you an estimated fix time.

2. If you have a phone with mobile data, use it to run an nbn service test in My Account.

   If the nbn service test identifies an issue, we’ll contact you.

3. Find your nbn modem and turn off its power outlet for at least 10 seconds.

4. Turn the outlet back on and wait for your modem’s Internet light to come on, then run a speed test.

   

5. Do you have any devices connected to your modem with an Ethernet cable? If speeds on these devices are fine but devices on WiFi are slow, switch to Troubleshooting WiFi speed.

6. Make sure your modem’s Ethernet cables are in good condition, with “CAT6” or “CAT5e” printed on them.

   Older Cat5 Ethernet cables are not recommended for nbn services. You’ll need to replace any broken or chewed cables.

7. Your speed may temporarily slow down if you’re running more devices or apps than your connection can handle at the same time. For example, if a device is downloading a large file or running a 4K streaming app, your speed should improve when it’s finished.
   
   If you need to run more devices or apps at the same time, you can change your plan in My Account or call us on 13 14 23 for support.

8. Run a scan on your antivirus/anti-malware software. If any infections are detected, make sure they are quarantined and removed.
   
   Contact your software’s Customer Support if you need help.

9. Still getting slow speeds? Please call us on 1300 997 271 or lodge a fault with the My TPG App (iOS or Android) and we’ll help you.

   Log in to the My TPG app and hit Your Internet Speed, then Test Your Speed. If your speed is below the acceptable range, you can hit Lodge Fault and submit the form.

Your modem will take care of the hard stuff like internet settings, but we’ll need your help to plug it in. The main cables you need will come in the box, and you can grab extra Ethernet cables from the shops if you need them. 

Choose your modem to get started:

Picture	Modem
	Wi-Fi Max Modem
	VX420-G2V Modem
	VX420-G2H Modem
	VX220-G2V Modem
	TP-Link VR1600v
	TPG modem not listed here? See Guides for older modems.
	Don't have a TPG modem? See our BYO modem guide.

How to plug in your Wi-Fi Max Modem for nbn FTTB/N

1. Plug in your Wi-Fi Max Modem
   • Find your phone wall socket and unplug any old modem.
   • Use the grey phone cable to connect it to your modem’s grey DSL port.
      
     
2. Power on your Wi-Fi Max modem.
   • Use the power cable to connect your Wi-Fi modem to a power outlet, then press the ON/OFF button.
   • Wait 20 minutes for the automatic setup to complete. 
   • You should have a green light on the front of your Wi-Fi modem. If it’s red, call 1300 997 271 for help.
      
     
3. Connect devices via Ethernet.
   • For online gaming and HD/4K streaming, Ethernet is better than Wi-Fi. Use Ethernet for desktop PCs, gaming consoles or TVs if you can.
   • You can use additional Ethernet cables to connect up to 2 devices to the yellow LAN ports.
   • You can connect more devices over Wi-Fi.
      
     
4. Connect your Wi-Fi devices.
   • Find the default name of your Wi-Fi network printed next to “Wi-Fi Name” on your modem’s barcode sticker.
   • Select your Wi-Fi Name on your device, then enter the password printed next to “Wi-Fi Password” on your modem’s barcode sticker.
   • If you’re using a smartphone, you can just scan the QR code on your modem’s barcode sticker.
      
     
     
      Want to customise your Wi-Fi name and password? You can use the My Internet Connect app.
5. Plug in your phone.
   • Got a TPG Voice service? Use a phone cable to plug your VoIP-ready phone into the grey Phone port.
   • Make sure your phone is plugged into a power outlet.
   • You should have a green Phone light on the back of your modem. If it’s off or flashing blue, call us for help.
      
     
6. Download the My Internet Connect app.
   It’s easy to manage your home network with the My Internet Connect app. 
   • Make sure your device is connected to your modem’s Wi-Fi network.
   • Enter the Login Password on your modem’s barcode sticker.
      
     
7. Need help? Call our team using these numbers:
   • 13 14 23 in Australia.
   • +61 2 9007 3023 from overseas.
   • National Relay Service for hearing impaired customers. 

How to plug in your VX420-G2V Modem for nbn FTTB/N

1. Wait for a message from us asking you to plug in your nbn modem. We need to get your connection ready on our side first.
2. Find your phone wall socket – you may already have a modem plugged in from your last internet service. Unplug any old modem from the phone wall socket and power outlet.
3. Use the power cable to connect your modem's Power port to a power outlet, turn it on, then press your modem’s ON/OFF button.
4. Use the phone cable to connect your modem’s grey DSL port to your phone wall socket.
5. Leave your modem alone for 30 minutes while it runs through its automatic setup.
6. Check the Internet light on your modem. If it’s green, you’re online and you can start connecting your devices.
    
   No green light? Call us on 1300 997 271 and we can help you out.
   
7. You'll find the default Wi-Fi name (SSID) and Wireless Password/PIN on your modem's barcode sticker. If you want to change your Wi-Fi name or password, use this guide.
   
8. Your devices will automatically connect to the best Wi-Fi possible. If your Wi-Fi’s running slow, check out Improving Wi-Fi Signal.
9. For online gaming or HD/4K streaming, Ethernet is better than Wi-Fi. If you have extra Ethernet cables, you can connect up to 4 devices to your modem’s yellow LAN ports.
10. To use your TPG Voice phone service, just plug a handset into your modem’s green Phone port.
    
11. You’re now good to go.
     
    If you don’t want to keep your old modem, see if your local council has any eWaste recycling facilities.

How to plug in your VX420-G2H Modem for nbn FTTB/N

1. Wait for a message from us asking you to plug in your nbn modem. We need to get your connection ready on our side first.
2. Find your phone wall socket – you may already have a modem plugged in from your last internet service. Unplug any old modem from the phone wall socket and power outlet.
3. Use the power cable to connect your modem's Power port to a power outlet, turn it on, then press your modem’s ON/OFF button.
4. Use the phone cable to connect your modem’s grey DSL port to your phone wall socket.
5. Leave your modem alone for 30 minutes while it runs through its automatic setup.
6. Check the Internet light on your modem. If it’s green, you’re online and you can start connecting your devices.
    
   No green light? Call us on 1300 997 271 and we can help you out.
   

7. You'll find the default Wi-Fi name (SSID) and Wireless Password/PIN on your modem's barcode sticker. If you want to change your Wi-Fi name or password, use this guide.

   
8. Your devices will automatically connect to the best Wi-Fi possible. If your Wi-Fi’s running slow, check out Improving Wi-Fi Signal.
9. For online gaming or HD/4K streaming, Ethernet is better than Wi-Fi. If you have extra Ethernet cables, you can connect up to 4 devices to your modem’s yellow LAN ports.
10. To use your TPG Voice phone service, just plug a handset into your modem’s green Phone port.
    

11. You’re now good to go.
     
    If you don’t want to keep your old modem, see if your local council has any eWaste recycling facilities.

How to plug in your VX220-G2V Modem for nbn FTTB/N

1. Wait for a message from us asking you to plug in your nbn modem. We need to get your connection ready on our side first.
2. Find your phone wall socket – you may already have a modem plugged in from your last internet service. Unplug any old modem from the phone wall socket and power outlet.
3. Use the power cable to connect your modem's Power port to a power outlet, turn it on, then press your modem’s ON/OFF button.
4. Use the phone cable to connect your modem’s grey DSL port to your phone wall socket.
5. Leave your modem alone for 30 minutes while it runs through its automatic setup.
6. Check the Internet light on your modem. If it’s blue, you’re online and you can start connecting your devices.
    
   No blue light? Call us on 1300 997 271 and we can help you out.
   
7. You'll find the default Wi-Fi name (SSID) and Password on your modem's barcode sticker. If you want to change your Wi-Fi name or password, use this guide.
   
8. Your devices will automatically connect to the best Wi-Fi possible. If your Wi-Fi’s running slow, check out Improving Wi-Fi Signal.
9. For online gaming or HD/4K streaming, Ethernet is better than Wi-Fi. If you have extra Ethernet cables, you can connect up to 4 devices to your modem’s yellow LAN ports.
10. To use your TPG Voice phone service, just plug a handset into your modem’s green Phone port.
    
11. You’re now good to go.
     
    If you don’t want to keep your old modem, see if your local council has any eWaste recycling facilities.

How to plug in your TP-Link VR1600v for nbn FTTB/N

1. Wait for a message from us asking you to plug in your nbn modem. We need to get your connection ready on our side first.
2. Find your phone wall socket – you may already have a modem plugged in from your last internet service. Unplug any old modem from the phone wall socket and power outlet.
3. Use the power cable to connect your modem's Power port to a power outlet, turn it on, then press your modem’s Power button.
4. Use the phone cable to connect your modem’s grey DSL port to your phone wall socket.
5. Leave your modem alone for 30 minutes while it runs through its automatic setup.
6. Check the Internet light on your modem. If it’s green, you’re online and you can start connecting your devices.
    
   No green light? Call us on 1300 997 271 and we can help you out.
   

7. You'll find the default Wi-Fi name (SSID) and Wireless Password/PIN on your modem's barcode sticker. If you want to change your Wi-Fi name or password, use this guide.

   
8. Your devices will automatically connect to the best Wi-Fi possible. If your Wi-Fi’s running slow, check out Improving Wi-Fi Signal.
9. For online gaming or HD/4K streaming, Ethernet is better than Wi-Fi. If you have extra Ethernet cables, you can connect up to 4 devices to your modem’s yellow LAN ports.
10. To use your TPG Voice phone service, just plug a handset into your modem’s grey Phone 1 port.
    

11. You’re now good to go.
     
    If you don’t want to keep your old modem, see if your local council has any eWaste recycling facilities.

If your TPG nbn FTTC service is having dropouts, it means your internet will go offline and come back online intermittently. These steps will help you identify the issue.

1. Your service may just be affected by an outage or planned maintenance. You can check your address on nbn®'s Network status and outages page and our Network Status page.
   
   If there is an outage or planned maintenance, the results will give you an estimated fix time.

2. Log into My Account and run an nbn service test.

   If the nbn service test identifies an issue, we’ll contact you.

3. Do you have any devices connected to your modem with an Ethernet cable? If these devices stay connected when devices on Wi-Fi drop out, switch to troubleshooting Wi-Fi Dropouts.

4. Find your nbn modem and make sure the cables are plugged in securely and not damaged. Our setup guide will show you how to plug in.

   You’ll need to replace any broken or chewed cables.

   

5. Still getting dropouts? Please call us on 1300 997 271 and we’ll help you.

If your TPG nbn FTTC service is offline, you won’t be able to visit a website, browse, stream, or download. Email and any other services that use the internet will not work. These steps will help you identify the issue.

1. Your service may just be affected by an outage or planned maintenance. You can check your address on nbn®'s Network status and outages page and our Network Status page.
   
   If there is an outage or planned maintenance, the results will give you an estimated fix time.

2. If you have a phone with mobile data, use it to run an nbn service test in My Account.

   If the nbn service test identifies an issue, we’ll contact you.

3. Find your nbn modem and make sure the cables are plugged in securely and not damaged. Our setup guide will show you how to plug in.

   You’ll need to replace any broken or chewed cables.

   

4. Turn off the power outlets for your modem and nbn Connection Box (NCB) for at least 10 seconds.

5. Turn the outlets back on and wait for your modem’s Internet light to come on, then see if you can visit a website.

   

6. Check your NCB's status lights. If any lights are off or red, please call us on 1300 997 271 and we’ll help you.

   
7. Do you have any devices connected to your modem with an Ethernet cable? If these devices can visit a website but devices on Wi-Fi can’t, switch to troubleshooting Wi-Fi No Connection.
8. If you can view websites on some devices but not others, even when they’re both connected the same way, you may need to fix some browser settings. Check out our guide on Browsing issues.

9. Still can't get online? Please call us on 1300 997 271 and we’ll help you.