You can check the call history for your TPG phone service at any time.
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Log in to My Account.
Never used My Account before? Check out An Introduction to My Account. -
Under TPG Home Phone Services, hit View TPG Home Phone Service Account or View NBN Home Phone Service Account.
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Hit Home Phone Usage.
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Choose the billing period you wan to check calls for.
The most recent billing period will be at the bottom of the list. -
Your call history will be listed with the call date and time, type of call, duration, number called, and cost.
If a call used your plan's included minutes, that will also be listed.
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. -
Under Account Management, hit Check Your Account Usage.
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You'll see the usage for your current billing period by default. You can select a previous billing period from the list to see older usage.
You can change your internet plan at any time in My Account.
Note: If you downgrade your plan while your data usage is greater than the total quota of your new plan, your internet speed will be shaped. It's best to wait until your next billing period when your quota has reset.
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Log in to My Account.
Never used My Account before? Check out An Introduction to My Account. -
Under NBN Account Management, hit Change your Plan.
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Enter your Username or Customer ID and Password, then hit Next.
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Tick the box for I want to change my NBN plan and hit Next.
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Choose your new internet plan.
You can select any available add-ons or bundling options here. - Hit Next and follow the prompts to complete your plan change request.
Any amount you've paid in advance for your current plan will be credited back to your TPG account, and you’ll be invoiced for that time at the rate for your new plan instead.
To cancel or close an account, please call us on 13 14 23.
If you're overseas, you can cancel or close your account by calling +61 2 9007 3023.
Select one of the links below to jump to a query:
- Cancelling your mobile or phone service
- More information
- How much will it cost to close my account?
- How will I be charged on my final invoice?
- Once my account is closed, how can I get my invoice?
- Once my account is closed, will I be able to access My Account?
- Once my account is closed, will I be able to access my TPG voice mail?
- Can I close an account if I’m not the account holder?
Cancelling your mobile or phone service
Before cancelling your mobile or phone service, please call us on 1300 993 019. We can help check if there's a better plan for your needs, resolve any service issues, and confirm if any costs or credits apply to a cancellation.
Important: If you want to move your phone number to another provider, you must contact your new provider and organise the transfer before you cancel because a cancelled number can't be transferred. You can only do this if the account holder of the phone service with TPG and your new provider are the same person.
Need your TPG account number? You'll find it on your TPG invoice or in My Account.
More information
How much will it cost to close my account?
If you cancel your service or change providers before your service contract is complete, you may incur a contract break fee. We can tell you if a contract break fee applies when you call us, or you can look up the fee in the Service Description and Terms for your service.
How will I be charged on my final invoice?
After your service is disconnected, your final invoice will be emailed to the account holder shortly before the end of your billing period, around the same time each month as all of your previous TPG invoices. If you don’t get your final invoice, give us a call on 13 14 23.
Please note that if you choose to cancel your service, the monthly charge for your current billing cycle will not be refunded.
If any charges are due on your final invoice, such as a contract break fee, they can be paid in the same way you usually pay your TPG invoices.
Once my account is closed, how can I get my invoice?
You won’t be able to get your invoices through My Account after your TPG account is cancelled. You can download your TPG invoice from the email sent to the account holder for up to 90 days after the email was sent.
Once my account is closed, will I be able to access My Account?
No, you won’t be able to access My Account.
Once my account is closed, will I be able to access my TPG voice mail?
No. You won’t be able to access the voice mail for any TPG phone or mobile services, including saved voice mail.
Can I close an account if I’m not the account holder?
Only the account holder may close an account, unless you have Power of Attorney and want to act on behalf of the account holder. Learn more.
Your feedback is important to us. We’d love to hear from you if you had an exemplary experience with us or if we didn’t quite live up to your expectations.
Select one of the links below to jump to a query:
- How can we help?
- What are your complaints handling processes?
- What do I do if my complaint is unresolved after going through the TPG process?
- Whistleblower Policy
How can we help?
You can contact us using the following contact methods to make a complaint, lodge a service outage report and enquire about a network outage.
| Contact | Tech Support for help with your TPG services | Customer Service for help with your TPG account and billing | If you have a hearing or speech impairment |
|---|---|---|---|
| Phone: | 13 14 23 (24/7) | 13 14 23 (8am - 10pm AET) | You can contact us by using the National Relay Service: https://www.accesshub.gov.au |
If your complaint isn’t resolved by Tech Support or Customer Service, you can ask to be referred to Customer Relations or email them directly.
| Customer Relations |
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Email: customer_relations@tpg.com.au |
What are your complaints handling processes?
You can download our Complaint Handling Process.
For Network Outage Complaints, please download our Network Outage Complaints Handling Process.
To view PDF files, install Adobe Reader on your computer, tablet or phone.
What do I do if my complaint is unresolved after going through the TPG process?
If you’re unhappy with the management of your concerns, you can request that we escalate your complaint.
If we’re unable to agree on a resolution, you can contact an external organisation for support and advice, including the:
- Telecommunications Industry Ombudsman (TIO): General complaints
- Office of the Australian Information Commissioner (OAIC): Privacy complaints
- Australian Competition and Consumer Commission (ScamWatch): Scam complaints
- Australian Financial Complaints Authority (AFCA): Sold debt payment and insurance disputes
- Australian Communications and Media Authority (ACMA): Broadcast complaints
Whistleblower Policy
At TPG, we’re strongly committed to fostering a culture where you feel safe to speak up about matters that concern you or if you suspect something is not right. Our whistleblowing program encourages and provides an avenue for all employees, suppliers and business partners to act if you have concerns about illegal, unethical or improper conduct.
Read through our Whistleblower Policy for more information.
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
Manage your TPG account
My Account gives you the following options to keep your TPG account information up-to-date:
- Update Contact & Payment Details - Update your contact details or payment details.
- Plan & Contract Details - Check you TPG plan and contract.
- Check your Current Balance - See if there's an amount owing on your TPG account or make a payment.
- Check your Account Usage - Check your internet usage (not available for unlimited data plans).
- Change Your Password - Change the password you use to log into your TPG account.
- Your Invoices - Get a copy of any of your TPG invoices.
- Your Account Statement - Check your TPG account statement for the last 3 months.
- Your Account Statement Current Financial Year - Check your TPG account statement for the current financial year.
- Your Account Statement Last Financial Year - Check your TPG account statement for the last financial year.
- Cancel your service - Request to cancel your TPG service.
Manage your TPG Phone service
If you have a TPG Phone service, you can use My Account to:
- Check your call history
- Change your home phone number
- Top up your phone prepayment
- Turn phone features such as Call Waiting on or off
Manage your TPG internet services
If you have a TPG internet service, you can use My Account to:
- Change your internet plan
- Move your internet service to a new address
- Check the status of your internet order
- Switch to Home Wireless Broadband (if available)
Log out
The logout button is in 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.
You can update your existing contact details 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.
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Log in to My Account and hit Update Contact & Payment Details.
Never used My Account before? Check out An Introduction to My Account.
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Update your details as needed and hit Update Details Now to save.
If you already know the password for your TPG account, you can change it at any time in My Account.
Forgotten your password? Please see How to reset a forgotten password instead.
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Log in to My Account and hit Change Your Password.
Never used My Account before? Check out An Introduction to My Account.
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Enter your new password in the New Password and Retype New Password boxes, then hit Change Password.
If you've forgotten your password or your TPG login doesn't work for you, here's how to reset your TPG password.
- Go to: https://tpg.com.au/password
- Enter your TPG Username, Customer ID or TPG Mobile Number and the Postcode linked to your TPG account.
- Hit Reset Password. An SMS with a link to reset your password will be sent to the mobile number listed on your TPG account.
Can't reset you password or need to take over an account via Power of Attorney? Call us on 13 14 23 and we'll help you.
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
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Log into My Account and hit Check Your Account Usage.
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Under Current Billing Period Ends, you'll see the date your current billing period ends.
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 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.