Here's what you need to know about your TPG invoice.

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

Where can I get my TPG invoice?

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

Never used My Account before? Check out An Introduction to My Account.

What reference numbers are on my TPG invoice?

Your TPG invoice has your Invoice Number and Account Details at the top. If you need to call us, your username or Account number will help us quickly find your TPG account in our systems.

TPg invoice account number

How are charges listed on my TPG invoice?

Your charges are listed below your account details. Each charge will include your plan name and service username.

TPG invoice example charge


More information

If you have a question about your invoice, call us on 13 14 23 and we'll help you.

Here's what you need to know about your TPG invoice.

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

Where can I get my TPG invoice?

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

Never used My Account before? Check out An Introduction to My Account.

 

What reference numbers are on my TPG invoice?

Your TPG invoice has your Account Number and Invoice Number at the top. If you need to call us, your Account number will help us quickly find your TPG account in our systems.

Invoice account details


 

How is the Amount Due for my TPG invoice calculated?

Your Amount Due is shown just under the reference numbers on your TPG invoice. The Amount Due is calculated by adding the Opening Balance and the charges on this invoice.

"Opening Balance" means any charges or credits that were already outstanding on your TPG account, such as previous unpaid invoices, or a credit you got after a service fault.

Invoice Balance

 

When do I need to pay my TPG invoice by?

Your Due Date is shown next to the Amount Due on your TPG invoice. If you have payment details saved on your TPG account you don't need to do anything - your payment will be taken automatically by the Due Date.

Note: If your payment details are for a bank account, payment will be taken up to 3 days before the Due Date to make sure the payment has enough time to clear. Credit card payments clear on the same day.

If you've chosen to remove the payment details from your TPG account, then you need to arrange payment before this due date, including enough time for the payment to clear.

Invoice due date

 

How are charges listed on my TPG invoice?

The first page of your TPG Invoice shows an Account Summary that lists the charges for each type of service you have, such as "Mobile".

Invoice account summary

The following pages of your invoice will break down the charges in full detail, including the service's username or phone number, the plan name, and any applicable discounts.

The dates listed will tell you which billing period the charges apply to. TPG prepaid services are paid one month in advance - for example, your January invoice will cover your TPG plan fees for February.

Invoice example new charges

You can check the status of your TPG order in My Account.

  1. Log in to My Account.
    Never used My Account before? Check out An Introduction to My Account.

  2. If you have a TPG order in progress, you'll see the Installation Tracker on the dashboard.

    My Account - Install Tracker

  3. The Installation Tracker will show a tick beside completed steps of your order.

    My Account Install Tracker - Complete Steps

  4. The current step of your order is highlighted in purple.

    My Account Install Tracker - current status

  5. For internet orders, more steps will appear as they become relevabt. In the example above, "Waiting for Hardware Delivery" will appear after hardware is dispatched.

    Note: Mobile orders will show all steps for your order, with future steps greyed out.

    My Account Sim Activation Tracker

Please click the links below for handy information relating to orders & installations.

When we dispatch your parcel from our warehouse, you’ll get an email and/or SMS with a tracking number.

Just go to the StarTrack website, enter your tracking number and hit Track.

The results will give you an estimated delivery time, but most deliveries take 2-5 business days.

StarTrack website screenshot

 

Delivery notifications you'll get from StarTrack

You'll get updates directly from StarTrack when:

  • your parcel has been dispatched;
  • your parcel is on board for delivery;
  • your delivery is attempted;
  • your parcel is awaiting collection; and
  • your parcel has been delivered.

 

Missed deliveries

If you miss a delivery, StarTrack will leave a card in your mailbox so you can collect your parcel from your Local Post Office or another collection point.
 
Note: Missed deliveries will still show as “Delivered” in the tracker.
 
If your parcel isn't collected after 7 days, it will be returned to us. You'll need to call us on 13 14 23 for a new delivery.

 

A technician will need to visit your place if they need to install equipment, connect wiring, or investigate a fault for your internet service. Here's everything you need to know about installation appointments.

All appointments have a 4-hour window, e.g. 8AM to 12PM.

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

What kind of work may be done during an installation

  • Installing new equipment inside or outside your home, such as a nbn connection box or phone sockets.
  • Installing of new wiring to connect your home to the network.
  • Testing equipment to make sure it works.
  • Plugging in your modem (in some cases, you may need to do this yourself).

What kind of work may be done during a fault investigation

  • Testing equipment inside or outside your home to make sure it works.
  • Testing wiring that connects your home to the network.
  • Testing or adjusting your modem settings.
  • Replacing any faulty equipment or wiring.

What happens during a typical appointment

  • When the technician arrives, they'll ask where your modem is and where any phone or cable sockets are in your property.
  • After work is complete, they'll let you know and tell you if there were any issues or if there are any next steps.
  • Most technician visits don't have a fee. In rare cases, you may be quoted extra charges to repair a faulty cable socket or replace a modem. If you accept any extra charges, they'll be billed to your TPG account. Technicians will never accept cash.

How you can help your appointment go smoothly

  • When we confirm your appointment, we'll let you know if someone aged 18+ needs to be home. If someone else will be home in your place, let us know their name and phone number so we can contact them.

  • Before your appointment, make sure your modem and any phone sockets or HFC cable sockets can be reached.

  • If you live in an apartment or block of units, contact strata to make sure the Main Distribution Frame (MDF) will be unlocked during your appointment.

  • Keep your modem plugged in and turned on duirng your appointment.

  • Let the technician know if you have a back-to-base alarm system, Medical Alert equipment or another internet connection on the property.

  • Make sure the technician knows about any safety hazards on your property like asbestos, trip hazards, or recent pest treatments. Keep any animals away from the space where the technician will be working.

How to reschedule an nbn® appointment

If you can't be home for your appointment, you can reschedule for a later date.

  1. Visit https://tpg.com.au/install and enter your TPG username.

    Don't know your username? Check the email/SMS from us about your TPG order.

  2. Hit Reschedule Appointment.

  3. Enter the postcode for your billing address.

  4. Choose your new appointment, then hit Reschedule Appointment to confirm.

    We'll also send you an email/SMS with your new appointment details.

How to reschedule a TPG Fibre appointment

If you can't be home for your appointment, you can reschedule for a later date with at least 4 working days' notice.

  1. Visit https://tpg.com.au/install and enter your TPG username.

    Don't know your username? Check the email/SMS from us about your TPG order.

  2. Hit Reschedule Appointment.

  3. Fill out the form and choose your new appointment, then hit Submit.

  4. We'll contact you to reschedule your appointment within 24 hours.

    Note: Appointments are subject to availability from our wholesaler.

What should I do if the technician is a no show?

If your appointment window has passed and no one's showed up, please call us on 13 14 23 and we can help find out what's happened.

In some cases, the technician may have been able to do all the work outside your property. We'll send you an email/SMS when your internet service is ready to use.

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Please try searching from our TPG Support home page to find what you need.

 

Different types of nbn are available in different areas. Here's what you need to know about each one.

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

 

nbn® FTTP (Fibre to the Premises)

How nbn FTTP is connected

NBN FTTP diagram

Fibre optic cable will run all the way to your premises, connected to an nbn Premises Connection Device installed on the outer wall of your home. This will be wired to an indoor nbn Connection Box.

Older nbn FTTP installations may also have a Power Supply Unit connected to the nbn Connection Box.

NBN FTTP equipment

Installation requirements for nbn FTTP

If your home hasn't been connected to the nbn before, an nbn installer will need to come install the equipment. Someone over the age of 18 must be home during the installation.

The best spot for your indoor nbn Connection Box equipment is:

  • Within 3 metres of an electrical outlet
  • In an office or study, or near any existing phone sockets
  • A cool, dry, and ventilated area with no sinks or water outlets
  • Away from busy areas where it may be knocked or damaged
  • A place where the equipment can be easily reached
  • A place where you’re not planning any major renovations

 

nbn® FTTB/FTTN (Fibre to the Building/Fibre to the Node)

How nbn FTTB/FTTN is connected

NBN FTTB diagram
NBN FTTN diagram

nbn FTTB: Fibre optic cable will run to your building's Main Distribution Frame (MDF), which is typically in the basement or a locked telecommunications cabinet. From there, copper wiring will run to a wall socket in each unit within the building.

nbn FTTN: Fibre optic cable will run to an underground or above-ground Node in your street or a street nearby. From there, copper wiring will run to a wall socket in each property.

nbn wall sockets are typically the same ones you used previously for ADSL internet or landline phones.

NBN FTTB/N wall socket

Installation requirements for nbn FTTB/FTTN

In most cases, an nbn installer won’t need to come to your house – any installation work will be done in the street. We'll let you know if an installer needs to come install a new copper line or wall socket.

 

nbn® FTTC (Fibre to the Curb)

How nbn FTTC is connected

NBN FTTC diagram

Fibre optic cable will run to a reverse-powered Distribution Point, typically underground or mounted on a pole in your street. From there, copper wiring will run to a wall socket in your home. An nbn Connection Device will be plugged into the wall socket.

In apartment complexes, this copper wiring may run to the building's Main Distribution Frame (MDF) before going to each unit.

nbn wall sockets are typically the same ones you used previously for ADSL internet or landline phones.

NBN FTTC equipment

Installation requirements for nbn FTTC

If your home hasn't been connected to the nbn before, an nbn Connection Device will be delivered to you.

In most cases, an nbn installer won’t need to come to your house – any installation work will be done in the street. We'll let you know if an installer needs to come install a new copper line or wall socket.

 

    nbn® HFC (Hybrid Fibre Coaxial)

    How nbn HFC is connected

    NBN HFC diagram

    Fibre optic cable will run an underground or above-ground Node in your street or a street nearby. From there, HFC wiring will run to a wall socket in your home. An nbn Connection Device will be plugged into the wall socket. An nbn Connection Box will be connected to the wall socket.

    nbn wall sockets are typically the same ones you used previously for cable internet or cable TV services. If an nbn wall socket needs to be shared with a cable TV service, it may be fitted with a splitter so two cables can plug into one wall socket.

    NBN HFC Cable socket
    Cable splitter

    Installation requirements for nbn HFC

    If your home hasn't been connected to the nbn before, an nbn Connection Box will be delivered to you.

    In most cases, an nbn installer won’t need to come to your house – any installation work will be done in the street. We'll let you know if an installer needs to come install a new HFC line or wall socket.

     

    nbn® Wireless

    How nbn Wireless is connected

    NBN Wireless diagram

    An outdoor antenna will be installed on your roof, gutter or a nearby free-standing pole mount so it can get a wireless signal from your local nbn Wireless tower. The outdoor antenna will be wired to an indoor nbn Connection Box.

    NBN Wireless equipment

    Installation requirements for nbn Wireless

    If your home hasn't been connected to the nbn before, an nbn installer will need to come install the equipment. Someone over the age of 18 must be home during the installation.

    The nbn installer will recommend the best location for the outdoor antenna to ensure Line of Sight with your local nbn Wireless tower.

    The best spot for your indoor nbn Connection Box equipment is:

    • Within 3 metres of an electrical outlet
    • In an office or study, or near any existing phone sockets
    • A cool, dry, and ventilated area with no sinks or water outlets
    • Away from busy areas where it may be knocked or damaged
    • A place where the equipment can be easily reached
    • A place where you’re not planning any major renovations

     

    Phone services on the nbn®

    All nbn FTTB/FTTN, nbn FTTC, nbn FTTP, nbn HFC & nbn Wireless services include a TPG Voice service if you choose a TPG modem. TPG Voice is not available if you choose to BYO modem.

    TPG Voice is a VoIP (Voice over Internet Protocol) phone service that uses your internet connection to make phone calls.

    nbn FTTP services connected before 23 May 2024 may have nbn Fibre Phone instead.

    Note: Home Phone landline services are no longer sold by TPG. If you have an existing landline number, we can check if it's possible to transfer this number to a TPG Voice service.