We do not offer priority assistance, nor support for medi-alert services and monitored alarm systems. Priority assistance is offered by Telstra for people who may be reliant on a telephone service because of a serious medical condition. If you have a medi-alert or priority assistance service or believe that you are eligible, please consider this before proceeding with your order.

Bandwidth control or Quality of Service (QoS) stops your modem trying to upload faster than the speed of your nbn plan, which can cause data packets to be lost.

TPG modems handle bandwidth control automatically, but some third-party modems may need changes in their setting to turn on bandwidth control.

Having trouble following this guide for your modem? Please check the manufacturer's website or run a Google search for a more specifc guide.

  1. On a device that's connected to your modem, open your web browser and go to your modem's default gateway address, which can be found on its barcode sticker (e.g. http://192.168.1.1).

    Using a PC or Mac? You can also follow this guide to find your modem's default gateway address.

  2. Log in with the default username and password found on your modem's barcode sticker. If you have custom login details, use those instead.

    Some modems don't have a username and just use a password.

  3. If you see any option for Advanced settings, hit it.

  4. Find the bandwidth control setting. This is most likely called QoS or Bandwidth/Traffic control.

  5. Ensure that upstream bandwidth/QoS is enabled and set the bandwidth maximum according to your nbn plan:

    - NBN12 plan: Enter a maximum of 950kbps
    - NBN25 plan: Enter a maximum of 4950kbps
    - NBN50 plan: Enter a maximum of 19500kbps
    - NBN100 plan: Enter a maximum of 19500kbps*
    - NBN Superfast plan: Enter a maximum of 24500kbps
    - NBN Ultrafast plan: Enter a maximum of 49500kbps

    *Note:     Business NBN100 plans and some legacy residential NBN100 plans may need a maximum of 39500kbps instead.

  6. Save your changes to finish. Here's an example for a Netgear modem:

    Netgear bandwidth control example

 

Here's everything you need to know about the different features available for TPG Voice, a VoIP phone service that works over the internet.

Note: TPG Voice doesn't have a voicemail feature.

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

CLID Blocking (Silent Number)

Calling Line ID (CLID) Blocking may also be known as Silent Number to former landline users. It blocks your phone number from being shown to the person you’re calling. 

CLID Blocking is turned off by default.

  1. Log in to My Account and choose your VoIP service under Select service to manage. 

    Never logged into My Account before? Check out An Introduction to My Account.

  2. Hit Settings.

  3. Use the switch to turn CLID Blocking on or off. Changes are saved automatically. 

    Tip: While CLID Blocking is turned on, you can turn it off for a single call by dialing *65 before the phone number.

Call Barring

Call Barring stops your TPG Voice service from making specific types of calls.

All Call Barring types are turned off by default, but you have these options:

  • Bar outgoing long distance (STD) calls
  • Bar outgoing calls to Australian mobile phones
  • Bar outgoing International calls

  1. Log in to My Account and choose your VoIP service under Select service to manage. 

    Never logged into My Account before? Check out An Introduction to My Account.

  2. Hit Settings.

  3. Use the switches to turn each type of Call Barring on or off. Changes are saved automatically. 

Call Forwarding/Diverting

Call Forwarding lets you divert calls to TPG Voice number to a different phone number. Standard rates apply for all forwarded calls.

All Call Forwarding/Diverting types are turned off by default, but you have these options:

  • Forward calls always
  • Forward calls when your number is busy
  • Forward calls when calls to your number aren't answered

  1. Log in to My Account and choose your VoIP service under Select service to manage. 

    Never logged into My Account before? Check out An Introduction to My Account.

  2. Hit Settings.

  3. Use the switches to turn each type of Call Forwarding on or off.

  4. If you're turning any type of Call Forwarding on, enter the destination phone number and hit Update to save.

Call Waiting

If someone calls you while you’re already on a call, Call Waiting lets you to put them on hold.

Call Waiting is turned on by default and currently, it can't be turned off in My Account. If you’d like to turn off Call Waiting, please call us on 13 14 23.

  1. While on a call, you’ll hear a tone when there is another call waiting. To switch back and forth between the two calls, press the CALL button on your phone and then dial 2.
  2. To hang up on the person you’re currently speaking to and switch to the other caller, press the CALL button on your handset and then dial 1.

Call Return

Please note that dialling *69 won't work on TPG Voice services.

However, phones with a built-in Call Return function will work. Standard rates apply for all calls.

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

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

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

The Billing Period is listed at the top of each TPG invoice:

TPG invoice billing period

 

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 the Billing Policy in our Service Description and Terms.

 

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.

If you can't make your nbn appointment, you can reschedule for a later date online.

 

  1. Go to https://www.tpg.com.au/install and enter your TPG Username to check your current appointment.

    You'll find your username on emails from us about your nbn order.

    Enter your username
  2. Hit Reschedule Appointment, then enter the Postcode of your billing address and hit Submit.
    Reschedule appointment and enter postcode

  3. Choose your new appointment time and hit Reschedule Appointment.

    We'll also send you an SMS and email with your new appointment time.

    Select available appointment time

 

Checking the status lights on your Network Termination Units (NTU) for TPG FTTB can be useful for troubleshooting.

Not every TPG Fibre service has an NTU.

Choose your NTU model:

Adtran G.Fast NTU
 Adtran® 422G F.Fast NTU
LEA Networks NTU (LED zoom in)

LEA Networks NTU
Power/DIAG NTU

Power/DIAG NTU

Adtran® 422G Gfast NTU Status lights

G.Fast NTU Status Lights

Light State Meaning
POWER Off No power. 
Green Your NTU has power.
GFAST Flashing green Make sure the phone cable between your NTU and phone socket is plugged in securely, and restart your NTU. Please call us on 1300 997 274 if the light stays flashing.

Note: You must use the supplied 1-metre phone cable. Longer phone cables can cause connection issues.
Green Your NTU is operating normally.
LAN Off Make sure the Ethernet cable between your NTU and modem is plugged in securely, and restart your NTU. If the light stays off, try a new Ethernet cable. Please call us on 1300 997 274 if the issue persists.
Green Successful network connection. This light flashes during data transfer.

LEA Networks NTU Status lights

LEANetworks NTU
Light State Meaning
POWER Off No power.
Green Your NTU has power.
OUT Off Your NTU isn't detecting the FTTB equipment in the MDF. Please call us on 1300 997 274.
Green Your NTU is operating normally.
Flashing green Line issue detected. Make sure the phone cable between your NTU and phone socket is plugged in securely. Please call us on 1300 997 274 if the issue persists.
WARNING Off Your NTU is operating normally.
Flashing green Overload detected. Unplug the power cord from the NTU and then plug it back in. Please call us on 1300 997 274 if the issue persists.

 

Power/DIAG NTU Status lights

iiNet FTTB NTU
Light State Meaning
POWER Off No power.
Green Your NTU has power.
Flashing Your NTU may be malfunctioning. Please call us on 1300 997 274.
DIAG Off Your NTU is operating normally.
Red Make sure the phone cable between your NTU and phone socket is plugged in securely. If possible, try another 1-metre phone cable. Please call us on 1300 997 274 if this light stays red.

Checking the status lights on your nbn Connection Box (NCB) for nbn FTTC can be useful for troubleshooting.

Note: You may need to slide back the panel to see the status lights.

NBN FTTC NCD lights
Light State Meaning
LAN Off No power.
Blue Successful connection between your NCB and modem. This light will flash during data transfer.
Amber Successful connection between your NCB and modem. This light will flash during data transfer.
DSL Off No connection to the network.
Blue Successful connection to the network.
Connection Off No power.
Blue Successful reverse power to outdoor nbn equipment.
Red There's an issue with the reverse power. Please call us on 1300 997 271 as we'll need to lodge a ticket with nbn®.
Power Off No power.
Blue Your NCB has power.

BizPhone orders cannot proceed unless these tests are completed, so it's important to get them done at your earliest convenience.

 

  1. Make sure that no other programs or downloads are running while the test is being performed as this may affect the results.

  2. Select one of the links below to load the test:

    - Recommended - Java version (requires Java to be installed and updated on your computer)

    - HTML5 version (requires VisualWare Browser Compatibility Service (BCS) for Windows or Mac to be installed on your computer)

  3. Once the test loads, click Start Test. The test will automatically run to test your broadband speed...  

    Start test

    Latency...  

    Latency test

    Port blocking...  

    Port blocking test

    And packet throughput capacity:

    Throughput capacity test

  4. Once the test has finished running, you'll see a Summary page like the example below.  

    Bizphone SQ Summary

  5. Select the Speed tab and write down the Test result number shown on this page.

    Test results example

  6. Select the VoIP tab and write down the Test result number shown on this page.

    VoIP test result number example

  7. You should now have two different reference numbers. Please reply to the email your received from our BizPhone Provisioning Team with these numbers so that we can check your test results.

  8. Once your BizPhone Connection test results have been checked, we'll contact you about the next steps for your BizPhone order.

 

The following issues must be addressed before your BizPhone order may proceed. If the BizPhone Connection Test identifies any of these issues, we'll contact you to discuss the matter and see if it can be rectified.

  • SIP ALG Enabled: SIP ALG is a protocol that attempts to make VoIP packets flow smoothly. Some modems have this setting on by default and it will need to be disabled, with the tests rerun.
  • Port Blocking: Port blocking will result in your BizPhone not operating, as it cannot communicate with the needed SIP servers. We will tell you which ports need to be open so you can make arrangements with your IT Support technician.
  • Insufficient Speed/Quality: Internet issues may be present on the line and you should contact your Internet Provider to troubleshoot or see if more suitable internet technologies are available in your area.

You can change your internet plan at any time in My Account.

  1. Log in to My Account and hit Change Plan.

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

    My Account - Change Plan

  2. Under "Want to try a new plan?", hit Change Plan. 

    My Account - Confirm Change Plan

  3. Choose your new plan from the list of available options and then hit Next.

  4. You'll see a summary of your plan change. Tick the box to agree to the terms and conditions and then hit Submit.

    TPG My Account - Submit plan change

  5. We'll send you an email and SMS to confirm when your plan change is done.

    If your plan will renew in less than 7 days, your plan change may be delayed until the following month.

You can update your contact details, add new contacts or remove existing contacts 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.

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

  1. Log in to My Account and hit About Me, then Edit contact information. 
    Never used My Account before? Check out An Introduction to My Account.

    My Account - Update Contact

  2. Update your Address, Phone, or Email as needed and hit Update contact information to save.

    You won't be able to save if Phone number is left blank.

    My Account - Add Contact

 

  1. Log in to My Account and hit About Me, then go to the ADDITIONAL CONTACTS tab.

  2. To add a contact, hit Add Contact. 

    My Account - Add Additional Contact

  3. Fill out the form with the Contact Type, Date of Birth, First name, Last name, Address, Phone and Email, then hit Add additional contact to save.

    You won't be able to save if Address is left blank.

    My Account - Add Additional Contact Details

  4. Once you have additional contacts, you can hit Edit to update their details at any time on the ADDITIONAL CONTACTS tab.

    My Account - Edit Additional Contact

  5. To delete an additional contact, just hit Remove, then Delete Contact to confirm your decision. A Delete Contact button is also available on the Edit page. 

    My Account - Delete Additional Contact