Scheduled network maintenance and upgrades

Here's what the status lights mean on your VX220-G2V Modem.

 

VX220-G2V lights - from left to right: Power, DSL, Internet, 2.4GHz, 5GHz, WPS, WAN, LAN1, LAN2, LAN3, LAN4, Phone, USB.
Light States and meaning
Power Off = No power.
Blue = Your modem has power. 
DSL Off = Your modem doesn't have a DSL connection. There may be an outage if your internet uses DSL.
Blue = Your modem has a DSL connection. This light flashes during initial connection.
Internet Off = Your modem is offline. There may be a problem with the modem settings or its username and password.
Blue = Your modem is online.
2.4GHz & 5GHz Off = 2.4GHz/5GHz Wi-Fi is turned off.
Blue = 2.4GHz/5GHz Wi-Fi is turned on.
WAN Off = Nothing is plugged into the WAN port.
Blue = A device is plugged into the WAN port.
LAN 1-4 Off = Nothing is plugged into the LAN ports.
Blue = At least one device is plugged into the LAN ports.
Phone Off = You don't have a TPG Voice (VoIP) phone service.
Blue = Your TPG Voice (VoIP) phone is online.
WPS Off = Wi-Fi Protected Setup (WPS) isn't currently being used.
Blue = This light flashes when a Wi-Fi device is trying to connect via WPS, and will stay on for about 5 minutes after a successful connection.
USB Off = Nothing is plugged into the USB port.
Blue = A device is plugged into the USB port. This light flashes when a new USB device is connected, and when data is being transferred.

From time to time, TPG may contact you for marketing or servicing reasons. TPG will never call you and ask for your passcode or password.

As part of our security measures to help keep your data and account information safe, TPG uses Multi-Factor Authentication (MFA) such as one-time passcodes to confirm your proof of identity. It’s best to make sure that your mobile number and other contact information is up to date in My Account.

 

Unless you are communicating with an agent in one of our designated departments, we will only ever contact you via these methods:

  •  We will only call you from selected phone numbers.
  •  SMS from a designated TPG portal that will appear as TPG or one of our selected phone numbers.
  •  Email with offers, notifications or your bill from a TPG email.

 

If we send you an email, we will never ask you to click on a link to fill out your security information such as your passcode, password, date of birth or your personally identifiable information such as your address or payment details. Be mindful of scammers using clickbait or phishing emails to obtain this information.

 

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

 

What to do if you receive a suspicious call, text or email that appears to be from TPG

If you have received a call, text message or an email that claims to be from TPG but you suspect is not, or the caller is claiming to be from TPG but is asking you to provide security information or personally identifiable information, please report it to us.

Simply email customer-relations@tpg.com.au and include (where applicable):

  • a screenshot of the text message and the sender’s phone number;
  • the phone number that contacted you claiming to be from TPG and the date and time of the call;
  • a copy (or forward) of the alleged email.

 

Social Media

You can communicate with TPG through Social Media such as Twitter, Instagram and Facebook. To ensure you are protecting yourself, please stay vigilant when online and keep these tips in mind:

  • Never provide personal information in a public environment (including any Social Media platforms, or public review forums such as Apple Store, Google Play Store, Product Review or Trust Pilot).
  • TPG Social Media Teams will respond to customers who make contact with us via our social channels but will never proactively reach out to you. If you are contacted on Social Media by anyone claiming to be TPG, do not provide any information and contact our official Social Media messaging channels on Facebook or Twitter.
  • Don’t provide any personal information (including your passcode) in a message thread. We will only ever ask for this using our secure verification forms.

If you have suspicions about any communication via Social Media, please report it to us by emailing customer-relations@tpg.com.au.

 

Email & SMS

From time to time, you will receive SMS messages and emails from TPG.

Often these emails or SMS include links to support pages, payment tools or My Account.

  • Never open links in an SMS or email that isn’t from an official TPG number.
  • All links that assist customers in making payments will first require you to log into your official My Account portal.
  • If you receive an email or SMS with a one-time passcode that you did not request, ensure you do not provide the code to anyone.
  • We will only send a one-time passcode to validate your identity if you are contacting us. TPG will never contact customers and ask them to verify themselves by providing a one-time passcode.

 

Phone calls

You may receive a phone call from TPG, this may be for a promotion or in response to a call back request.

  • TPG will never call you from a private number.
  • TPG will never contact you and ask you to provide personal information unless you opt to complete a specific transaction with us that requires us to gather this information.
  • If you receive a call from someone from TPG and you are suspicious of the legitimacy, end the call and call us back on 13 14 23.

 

Live chat

While on our website, you may receive a pop up asking you to chat with us. Please be aware that:

  • When chatting, ensure you are using the official TPG website tpg.com.au
  • If you get a pop-up from someone claiming to be TPG inviting you to chat while you are not on the TPG website, please close the window and contact us on 13 14 23.

We know that sometimes, when you’re at home or work, walls or nearby buildings can interfere with your mobile coverage. If you have a mobile service with us - with Wi-Fi Calling (also known as Voice over Wi-Fi (VoWifi), you can make and receive calls, SMS, and MMS from an approved device, if it’s operating on the latest software, you’re connected to a Wi-Fi network and you have the Wi-Fi calling feature turned on.

 

Wi-Fi Calling feature changes

Important iPhone safety update: You must update your software to the latest version as soon as possible and by no later than 20 December 2026 to be able to access the TPG Wi-Fi Calling feature, which includes Emergency 000 Wi-Fi calls.

To update your software go to your device settings under General > Software Update or go to our update on calling emergency services page for more information.

Need help with the update or experiencing financial hardship? Call us on 13 14 23.

 

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

 

What you need for Wi-Fi Calling

To make calls over Wi-Fi, TPG Mobile customers need:

  • To make sure your phone is running the latest software;
  • 4G Voice & Data (VoLTE) turned on in your phone settings;
  • Wi-Fi Calling turned on in your phone settings;
  • Wi-Fi turned on in your phone settings; and
  • To be connected to a Wi-Fi network.
    Note: Public Wi-Fi networks may not work with Wi-Fi Calling as they may have firewalls that restrict access to Wi-Fi Calling.

When you’re on a Wi-Fi call, you'll see a Wi-Fi call icon next to the Wi-Fi signal bar on your phone screen.

Not sure how to update your phone settings? We've got guides for iPhones and Samsung phones below. If you use a different phone, please check the manufacturer's website for a guide.

 

How to enable Wi-Fi Calling on a Samsung phone

Note: You may need to update your Samsung device several times until it says 'Your software is up to date' to ensure you can call emergency services.

 

 

How to enable Wi-Fi Calling on an iPhone

 

Can I use Wi-Fi Calling to make Emergency calls?

Yes, you can use Wi-Fi Calling to make emergency calls if there's no mobile network coverage. Here’s what you need to know:

  • Mobile Network First: Your phone will try to use the TPG mobile network first. If that doesn’t work, it will look for other mobile carrier networks and are connected to a Wi-Fi network.
  • Wi-Fi Calling as Backup: If no mobile carrier networks are available, your phone will use Wi-Fi Calling, if you have an approved device with the latest software.
  • Check Compatibility: Make sure your device supports emergency calls over Wi-Fi and you have Wi-Fi Calling turned on in your settings. iiNet updates the list of approved devices from time to time.
  • Keep device software updated: If you have received an SMS and/or email from us to update your device’s software or replace it immediately in order to make emergency 000 calls, see this information.
  • Download Emergency+ App: This free app helps provide your location to emergency services using GPS.
  • Provide Your Location: When using Wi-Fi Calling, your location might not be automatically shared, so be ready to tell emergency services where you are.
  • Limitations: Wi-Fi Calling can’t receive National Emergency Warning System (NEWS) SMS warnings.

While you can make calls to emergency services (000 or 112) using Wi-Fi Calling if there is no mobile coverage available, we recommend using the mobile network if possible. This will provide a more accurate location to emergency services.

 

Can I make Wi-Fi Calls if my device isn't listed?

If your device isn't on our approved device list, you may not be able to make Wi-Fi calls. Check with your device manufacturer.

If Wi-Fi Calling is a feature you’d like to use, we recommend switching to an approved device and make sure it has the latest software.

 

How to use Wi-Fi Calling

Where can I make Wi-Fi Calls from?

As long as Wi-Fi Calling is turned on in your phone settings and your phone is connected to Wi-Fi, Wi-Fi Calling will be used automatically whenever your phone has limited TPG Mobile coverage.

 

I'm in an area with TPG Mobile coverage. Will I be able to make a Wi-Fi Call?

If you're in an area with TPG Mobile coverage and want to use Wi-Fi Calling, simply turn on Airplane Mode and connect to Wi-Fi. This will force Wi-Fi Calling to be used instead.

 

Is there any change to the way I make or receive calls on my phone using Wi-Fi Calling?

There's no change to the way you make calls over Wi-Fi Calling to another mobile phone. However, when calling a landline, you’ll need to enter the area code e.g. "02 9000 1234" instead of just "9000 1234"), even if you’re in the same state or territory.

 

What happens to calls when I leave Wi-Fi coverage?

If you are on an TPG call and you are entering a known Wi-Fi coverage area (but there is no TPG mobile coverage), the call will automatically handover to Wi-Fi calling, if the Wi-Fi calling feature is enabled. Conversely, if you are on a Wi-Fi Call and you are leaving the Wi-Fi coverage, the call will automatically handover to 4G or 5G (if you are entering a TPG mobile coverage area).

 

Can I use Wi-Fi calling while International Roaming?

No, Wi-Fi Calling is not available outside Australia.

 

What internet speed is needed for Wi-Fi Calling to work?

Wi-Fi Calling only needs a speed of 100-120kbps. However, internet services with high latency (i.e. delays sending data from one point to another), such as Satellite broadband, may reduce your call quality.

 

Can I use Wi-Fi Calling on a VPN?

Yes. Virtual Private Networks (VPNs) will work as long as they don’t have a firewall that restricts access to Wi-Fi Calling.

 

Additional information

Are there extra charges for Wi-Fi Calling?

There are no additional fees for Wi-Fi Calling. All calls and SMS/MMS are charged at the standard rates for your TPG mobile plan.

 

Does Wi-Fi Calling use data?

Yes, Wi-Fi Calling uses data over the Wi-Fi connection, which will affect the data allowance for that internet service (if applicable) or be charged based on the agreement with the internet service provider for the Wi-Fi network.

Wi-Fi Calling does not affect your TPG mobile data allowance.

 

Is Wi-Fi Calling secure?

Yes. Wi-Fi Calling uses the same authentication as a call over our mobile network. Our current supported devices enable a secured connection that will ensure all calls and text messages are encrypted.

 

Can I differentiate between Wi-Fi calls and standard calls on my bill?

Yes. The call record on your bill will state ‘Over Wi-Fi’. Calls made over Wi-Fi may default to AEST/AEDT.

 

Troubleshooting

Why Wi-Fi Calling Might Not Work on Public Networks

Sometimes, Wi-Fi Calling may not work when you're connected to a public or business Wi-Fi network. This can happen for a few reasons:

  • The network’s Internet Service Provider (ISP) might not support Wi-Fi Calling.
  • There could be firewall settings or other network configurations that block the service.

If you're having trouble, we recommend reaching out to the network provider or ISP to check if Wi-Fi Calling is supported on their network.

 

Why Can't I see the Wi-Fi Calling icon at the top of my screen?

If the Wi-Fi Calling icon isn’t showing at the top of your screen, it usually means the feature isn’t currently active. 

Here are a few common reasons why:

  • Wi-Fi Calling is turned off in your phone’s settings.
  • Your Wi-Fi network doesn’t support Wi-Fi Calling, or it’s blocking the connection.
  • Your device software may need an update to support or improve Wi-Fi Calling.
  • Signal strength or network quality might be too low for the feature to activate.

 

Why Can’t I Use Wi-Fi Calling for All My Calls?

Wi-Fi Calling is designed to help you make and receive calls when mobile coverage is weak or unavailable—like when you're indoors or in areas with poor signal.

However, your phone will always try to use the strongest available connection. So, if there’s good 4G or 5G coverage, your calls will go through the mobile network instead of Wi-Fi.

 

You’ll only use Wi-Fi Calling when:

  • You’re connected to a Wi-Fi network, and
  • Your mobile signal is too weak to make a regular call.

This switch happens automatically, so you don’t need to do anything—your phone chooses the best option for a clear and reliable call.

 

Why Can’t I Change Some Call Settings While Using Wi-Fi Calling?

When you're using Wi-Fi Calling, certain call settings—like call forwarding—can’t be changed. This is because those settings are managed through the mobile network, not over Wi-Fi.

While you're connected to Wi-Fi Calling:

  • Your existing call forwarding settings will still work.
  • You won’t be able to update or change them until you're back on the TPG mobile network.

To make changes, simply turn off Wi-Fi Calling or move to an area with mobile coverage.

 

Why Doesn’t My Wi-Fi Call Connect Sometimes?

In most cases, Wi-Fi Calling works smoothly. However, there are times when certain calls, especially to special numbers like 000, 112, 1300, or 1800, might not connect. This is because these numbers often rely on your location to route the call correctly.
 
When using Wi-Fi Calling, TPG uses the best available information to help locate your device. But sometimes, your exact location can’t be determined over Wi-Fi, which may prevent the call from going through.


 
What to do:

If you're having trouble calling one of these numbers, try the following:

  • Turn off Wi-Fi Calling in your phone’s settings.
  • Reconnect to the TPG mobile network.
  • Dial the number again.

This ensures your call is routed correctly based on your mobile network location.

 

Terms and Conditions

Requirements

To use Wi-Fi Calling, you need;

  • An active TPG prepaid mobile plan
  • A compatible mobile phone
  • 4G voice calls (VoLTE) enabled
  • Wi-Fi Calling settings turned on
  • Access to a Wi-Fi connection

You can turn off Wi-Fi Calling through your mobile phone settings.

There are no additional fees to use Wi-Fi Calling. However, you will be charged your normal plan rates for calls and messages (SMS or MMS) made using Wi-Fi Calling, just as you would on the mobile network. Your use of Wi-Fi will count towards your internet usage, so you may incur charges from your internet service provider. Calls or TXTs using Wi-Fi Calling will appear on your usage history as “Over Wi-Fi” and the time may default to AEST/AEDT.

 

Limitations:

  • Wi-Fi Calling can’t be used while roaming overseas.
  • It may not work on some public or corporate Wi-Fi networks.
  • You may not receive National Emergency Warning System (NEWS) TXT warnings when you are using Wi-Fi Calling.

Here's what the status lights mean on your VX420-G2V modem.

 

VX420-G2V lights - from left to right: Power, DSL, Internet, 2.4GHz, 5GHz, WAN, LAN1, LAN2, LAN3, LAN4, Phone, WPS, USB.
Light States and meaning
Power Off = No power.
Green = Your modem has power. 
DSL Off = Your modem doesn't have a DSL connection. 
Green = Your modem has a DSL connection. This light flashes during initial connection.
Internet Off = Your modem is offline. There may be a problem with the modem settings or its username and password.
Green = Your modem is online.
2.4GHz & 5GHz Off = 2.4GHz/5GHz Wi-Fi is turned off.
Green = 2.4GHz/5GHz Wi-Fi is turned on.
WAN Off = Nothing is plugged into the WAN port.
Green = A device is plugged into the WAN port.
LAN 1-4 Off = Nothing is plugged into the LAN ports.
Green = At least one device is plugged into the LAN ports.
Phone Off = You don't have a TPG Voice (VoIP) phone service.
Green = Your TPG Voice (VoIP) phone is online.
WPS Off = Wi-Fi Protected Setup (WPS) isn't currently being used.
Green = This light flashes when a Wi-Fi device is trying to connect via WPS, and will stay on for about 5 minutes after a successful connection.
USB Off = Nothing is plugged into the USB port.
Green = A device is plugged into the USB port. This light flashes when a new USB device is connected, and when data is being transferred.

Choose your device's operating system to connect to Wi-Fi.

 

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

 

Connect to Wi-Fi on Windows 11

  1. On your desktop or laptop, click the Network icon in bottom right-hand corner of your screen to bring up the menu.
    Windows 11 network icon
  2. Click the arrow next to the Network icon to bring up the list of available Wi-Fi networks.
    Windows 11 network icon arrow
  3. Find and click your Wi-Fi network name. If you're using the default Wi-Fi settings on your modem's barcode sticker, please note that the Wi-Fi network name may also be called a "SSID".

    Not seeing your Wi-Fi network? Follow our basic Wi-Fi settings guide for TPG modems. If your modem isn't from TPG, you should be able to find help on the manufacturer's website.
  4. If you want to stay connected to the Wi-Fi whenever you're in range, tick the Connect Automatically box. Otherwise, just click Connect.
    Windows 11 WiFi Connect
  5. Enter your Wi-Fi password and click Next to connect to the Wi-Fi. Your computer will remember your password for next time.

 

Connect to Wi-Fi on Windows 10

  1. On your desktop, click the Network icon in bottom right-hand corner of your screen to bring up a list of available connections. 
     
    Windows 10 WiFi icon

  2. Find and click your Wi-Fi network name. If you're using the default Wi-Fi settings on your modem's barcode sticker, please note that the Wi-Fi network name may also be called a "SSID".

    Not seeing your Wi-Fi network? Follow our basic Wi-Fi settings guide for TPG modems. If your modem isn't from TPG, you should be able to find help on the manufacturer's website.

  3. If you want to stay connected to the Wi-Fi whenever you're in range, tick the Connect Automatically box. Otherwise, just click Connect.

  4. Enter your Wi-Fi password and click OK to connect to the Wi-Fi. Your computer will remember your password for next time.

 

Connect to Wi-Fi on Windows 7

  1. On your desktop or laptop, click the Network icon in bottom right-hand corner of your screen.

    Windows 7 WiFi icon

  2. Find and click your Wi-Fi network name. If you're using the default Wi-Fi settings on your modem's barcode sticker, please note that the Wi-Fi network name may also be called a "SSID".
     
    Not seeing your Wi-Fi network? Follow our basic Wi-Fi settings guide for TPG modems. If your modem isn't from TPG, you should be able to find help on the manufacturer's website.

  3. If you want to stay connected to the Wi-Fi whenever you're in range, tick the Connect Automatically box. Otherwise, just click Connect.

    Windows 7 WiFi network list

  4. Enter your Wi-Fi password in the Security key box and click OK to connect to the Wi-Fi. Your computer will remember your password for next time.

    Windows 7 Security key entry

 

Connect to Wi-Fi on macOS

  1. Click the Wi-Fi icon in the top right-hand corner of your screen and hit Turn Wi-Fi On. 

    Mac OS WiFi icon

  2. Click the Wi-Fi icon again, then find and click your Wi-Fi network name. If you're using the default Wi-Fi settings on your modem's barcode sticker, please note that the Wi-Fi network name may also be called a "SSID".
     
    Not seeing your Wi-Fi network? Follow our basic Wi-Fi settings guide for TPG modems. If your modem isn't from TPG, you should be able to find help on the manufacturer's website.

    Mac OS WiFi network list

  3. Enter your Wi-Fi password and tick Remember this network, then click Join to connect to the Wi-Fi. Your Mac will remember your password for next time.

    Mac OS WiFi password entry

 

Connect to Wi-Fi on iPhone or iPad

  1. Open the Settings app and tap Wi-Fi.

    iOS WiFi settings

  2. Find and tap your Wi-Fi network name. If you're using the default Wi-Fi settings on your modem's barcode sticker, please note that the Wi-Fi network name may also be called a "SSID".

    Not seeing your Wi-Fi network? Follow our basic Wi-Fi settings guide for TPG modems. If your modem isn't from TPG, you should be able to find help on the manufacturer's website.

    iOS WiFi network list

  3. Enter your Wi-Fi password and tap Join to connect to the Wi-Fi. Your phone or tablet will remember your password for next time.

    iOS WiFi Password entry

 

Connect to Wi-Fi on Android OS

Android OS looks different depending on your software version. If this guide doesn't work for you, please check your phone manufacturer's website for help.

  1. Open the Settings app.

    Android Settings

  2. Tap Wi-Fi or Wireless & Networks and make sure Wi-Fi is turned on.

    Android WiFi settings

  3. Find and tap your Wi-Fi network name. If you're using the default Wi-Fi settings on your modem's barcode sticker, please note that the Wi-Fi network name may also be called a "SSID".

    Not seeing your Wi-Fi network? Follow our basic Wi-Fi settings guide for TPG modems. If your modem isn't from TPG, you should be able to find help on the manufacturer's website.

    Android WiFi networks list

  4. Enter your Wi-Fi password and tap the tick icon to connect to the Wi-Fi. Your phone will remember your password for next time.

If your 5G Home Broadband 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 our Network Status page.

    If there is planned maintenance, the results will give you an estimated fix time.
  2. Find your 5G modem and turn off its power outlet for at least 10 seconds.
  3. Turn the outlet back on and wait 5 minutes for your modem to reboot.
  4. Check the Signal lights on your modem. If the lights indicate no signal or a weak signal, try moving your modem to a different spot.
     
    Can't get a good signal? Give us a call on 13 14 23 and we'll help you out.

    Wi-Fi Max 5G Modem - Front light off or solid orange
    Supplied from July 2025
    Wi-Fi Max 5G Front Light

     
    Nokia FastMile 3.2 5G Modem - 5G light off or 1 bar Signal
     
    Nokia FastMile 3.2 lights - on the top panel, there is a centre light, a 5G light and 3 Signal lights. 3 lights means a strong signal, 2 lights means a good signal and 1 light means a weak signal.

     
    Sagemcom 5866 5G Modem - Signal lights 1 bar
    Sagemcom modem lights - From base to top, Power, WiFi, and a column of 4 Signal lights

    Nokia FastMile R1 5G Modem - 5G light red or orange
     
    The lights on the the outer ring will show the direction the signal is coming from.

    Nokia FastMile modem lights - on the top panel, there is a centre light and a 5G light surrounded by a ring of 5 signal lights.
  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 5G 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 13 14 23 and we’ll help you.

 

If your 5G Home Broadband 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. Have you moved house recently? You'll need to relocate your service online.
     
    You may need to switch to a different type of internet depending on what's available at your new address.

  2. Find your 5G Modem and make sure that your SIM is inside the SIM slot. If the SIM is missing, please call us on 13 14 23 to order a replacement.

    Wi-Fi Max 5G Modem
     
    Supplied from July 2025

    Wi-Fi Max 5G SIM slot


    Nokia FastMile 3.2 5G Modem
    Nokia Fastmile 3.2 SIM Slot

     
    Sagemcom 5866 5G Modem
    Sagemcom Modem SIM Slot
     

    Nokia FastMile R1 5G Modem
    Nokia 5G Modem SIM Slot

  3. Make sure that your modem's cables are plugged in securely and not damaged.
     
    You’ll need to replace any broken or chewed cables.

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

  5. Turn the outlet back on and wait 5 minutes for your modem to reboot, then see if you can visit a website.

  6. Check the Signal lights on your modem. If the lights indicate no signal or a weak signal, try moving your modem to a different spot.

    Can't get a good signal? Give us a call on 13 14 23 and we'll help you out.

    Wi-Fi Max 5G Modem - Front light off or solid orange

    Wi-Fi Max 5G Front Light



    Nokia FastMile 3.2 5G Modem - 5G light off or Signal lights 1 bar

    Nokia FastMile 3.2 lights - on the top panel, there is a centre light, a 5G light and 3 Signal lights. 3 lights means a strong signal, 2 lights means a good signal and 1 light means a weak signal.


    Sagemcom 5866 5G Modem - Signal lights 1 bar
    Sagemcom modem lights - From base to top, Power, WiFi, and a column of 4 Signal lights
     

    Nokia FastMile 5G Modem - Centre light red and/or 5G light off

    The lights on the the outer ring will show the direction the signal is coming from.
    Nokia FastMile modem lights - on the top panel, there is a centre light and a 5G light surrounded by a ring of 5 signal lights.

  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.

Here's what the status lights mean on your Sagemcom 5866 modem.

 

Sagemcom modem lights - From base to top, Power, WiFi, and a column of 4 Signal lights
Light States and meaning
Signal Off = No power or no 4G signal.
Green = Your modem is connected to 5G network. 4 lights means a strong signal, 2-3 lights means a medium signal, and 1 light means a weak signal.
Yellow = Your modem is connected to 4G network. 4 lights means a strong signal, 2-3 lights means a medium signal, and 1 light means a weak signal.
WiFi Off = No power.
Green = Wi-Fi is turned on.
Orange = Wi-Fi is turned off. This light flashes when a device is connecting to the Wi-Fi by Wi-Fi Protected Setup (WPS).
Red = Your modem has a software issue or is overheating. Move your modem away from heat sources and and call us on 1300 997 271 if the issue persists.
Power Off = No power.
Green = Your modem has power. This light flashes during a firmware upgrade.
Red = Your modem failed to start up properly. Restart your modem and call us on 1300 997 271 if the issue persists.

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. 

Note: Your TPG 5G SIM is already inside your 5G Modem. Please don't remove it because the SIM won't work in other devices.

Please note that 5G Home Broadband is only suitable for casual online gaming. Learn more.

 

Choose your modem to get started:

Picture Modem
Wi-Fi Max 5G Modem
Wi-Fi Max 5G Modem
Nokia Fastmile 3.2 Modem
Nokia FastMile 3.2 5G Modem
Sagemcom 5866 5G Modem
Sagemcom 5866 5G Modem

 

How to plug in your Wi-Fi Max 5G Modem for 5G Home Broadband

Set up with the My Internet Connect app

We recommend using the My Internet Connect app (Android / iOS) to achieve the best results.

Don't want to use the app? You can set up without the app instead.

 

  1. Find a good spot for your 5G Modem. It's best to choose a clear, open location on a shelf or table - ideally near a window.
     
    You can try different spots if your first spot isn’t giving you a strong signal. Don't put your modem on the floor or inside a cupboard because this will cause a weak signal.
  2. Open the App and follow the prompts until you get to Check your modem status.
  3. Use the power cable to plug your modem's Power port into a power outlet and press the ON/OFF button.
  4. Wait for the light on the front of your modem to turn solid blue. 
  5. Your devices will automatically connect to the best network possible. If your Wi-Fi’s running slow, check out Improving Wi-Fi Signal.
     
    No blue light? If the light on the front of your modem is solid orange you're connected to 4G. Your modem may connect to 4G if it provides a better signal than 5G. Try moving your modem or give us a call on 13 14 23 and we'll help you out.
  6. Click Next to Connect to your modem’s Wi-Fi.
    • Click Open Camera to scan the QR code on your modem's barcode sticker. Once connected, you’ll automatically go to the next step.
    • Click Enter Your Details Manually to follow the instructions to connect the Wi-Fi, then press Next to continue.
  7. If your signal strength is poor, you'll be prompted to press Start to Check your signal.
    • You'll need to follow the promps to move your modem to another location, ideally near a window and away from direct sunlight and Check Again.
    • Once you’ve found the perfect location, click Continue.
  8. You’ll be prompted to enter the Login Password found on on your modem's barcode sticker. Once entered, click Remember Password, then Login. You’ll be prompted to Change the Login Password, or Skip to continue.

    If you change the Login Password, make sure you save it somewhere secure so you can easily access it later.
     
    Wi-Fi Max barcode sticker - Login password

     
  9. Allocate a name for your modem and click Save, or click Skip to finish the setup.
    My Internet Connect app - 5G Setup
  10. Connect your devices. If you have extra Ethernet cables, you can connect 2 devices to your modem’s yellow LAN ports. 
     
    If you want to connect your devices via Wi-Fi, you have 3 options:
    • Use the 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.
    • Scan the QR code on your modem's barcode sticker (Smartphones only).
      Wi-Fi Max 5G barcode sticker
    • Enable Wi-Fi Protected Setup (WPS) on your device then press the Pair button on the back of your modem for 3 seconds.
  11. Your devices will automatically connect to the best Wi-Fi possible. If your Wi-Fi’s running slow, check out Improving Wi-Fi Signal.
  12. Once your devices are connected, you're good to go.

 

Set up your Wi-Fi Max 5G Modem without the app

  1. Find a good spot for your 5G Modem. It's best to choose a clear, open location on a shelf or table - ideally near a window.
     
    You can try different spots if your first spot isn’t giving you a strong signal. Don't put your modem on the floor or inside a cupboard because this will cause a weak signal.
  2. Use the power cable to plug your modem's Power port into a power outlet.
  3. Press the ON/OFF button on the back of the modem.
    Wi-Fi Max 5G plugin - from top to bottom, modem ports are WPS Pair button, Reset button, 2.5G WAN, LAN 1, LAN 2, ON/OFF button, Power.
  4. Leave your modem alone for 2 minutes while it runs through the automatic setup.
  5. Check the light on the front your modem. If it’s solid blue, you’re connected to 5G, and you can start connecting your devices.
     
    No blue light? If the light on the front of your modem is solid orange you're connected to 4G. Your modem may connect to 4G if it provides a better signal than 5G. Try moving your modem or give us a call on 13 14 23 and we'll help you out.
  6. Connect your devices. If you have extra Ethernet cables, you can connect 2 devices to your modem’s yellow LAN ports. 
     
    If you want to connect your devices via Wi-Fi, you have 3 options:
    • Use the 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.
    • Scan the QR code on your modem's barcode sticker (Smartphones only).
      Wi-Fi Max 5G barcode sticker
    • Enable Wi-Fi Protected Setup (WPS) on your device then press the Pair button on the back of your modem for 3 seconds.
  7. Your devices will automatically connect to the best Wi-Fi possible. If your Wi-Fi’s running slow, check out Improving Wi-Fi Signal.
  8. Once your devices are connected, you're good to go.

 

How to plug in your Nokia FastMile 3.2 5G Modem for 5G Home Broadband

We recommend using the Nokia Wi-Fi app

Don't want to use the app? You can set up without the app instead.

 

  1. Download the Nokia Wi-Fi app (Android or iOS) on your phone and accept permission for “Nokia Wi-Fi” to find and connect to devices on your local network.
     
    Your phone needs to have Wi-Fi turned on to use the app to find your 5G Modem.
  2. In the Nokia Wi-Fi app, tap Get Started.
    Nokia WiFi App - Get Started
  3. Tap Scan code and use your phone's camera to scan the QR code on your 5G Modem's barcode sticker.
    Nokia WiFi App - Scan QR
  4. Follow the advice on how to find a good spot for your 5G Modem. It's best to choose a clear, open location on a shelf or table - ideally near a window.
     
    You can try different spots if your first spot isn’t giving you a strong signal. Don't put your modem on the floor or inside a cupboard because this will cause a weak signal.
    Nokia WiFi App - Position the modem
  5. You can skip the Insert SIM card screen - we've already done this for you.
  6. Use the power cable to plug your modem's Power port into a power outlet and press the ON/OFF button. Once your 5G Modem is turned on, tap Next in the Nokia Wi-Fi app.
  7. You'll find the default Wi-Fi name (SSID) and password (Wi-Fi Key) on your modem's barcode sticker. You can also connect phones by scanning the Wi-Fi QR code.

    If you want to change your Wi-Fi name or password, use this guide.
    Nokia FastMile 3.2 Barcode sticker
  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 2 devices to your modem’s LAN ports
  10. Once your devices are connected, tap I'm Connected in the Nokia Wi-Fi app.
    Nokia WiFi App - Connected
  11. The app will check your connection. If you'd like to try a different spot for your 5G Modem, tap Reposition gateway. Otherwise, tap Next.
    Nokia WiFi App - Connection Status
  12. Once you’re happy with the connection, tap Finish and you're good to go.

 

Set up your Nokia FastMile 3.2 5G Modem without the app

  1. Find a good spot for your 5G Modem. It's best to choose a clear, open location on a shelf or table - ideally near a window.
     
    You can try different spots if your first spot isn’t giving you a strong signal. Don't put your modem on the floor or inside a cupboard because this will cause a weak signal.
  2. Use the power cable to plug your modem's Power port into a power outlet and press the ON/OFF button.
    Nokia FastMile 3.2 5G plugin - from top to bottom, modem ports are: Signal test button, WPS Pair button, USB, LAN, LAN/WAN, On/Off button, Power.
  3. Leave your modem alone for 2-3 minutes while it runs through its automatic setup.

  4. Check the Signal lights on your modem. If you have 2-3 bars, you’re online with a good signal and you can start connecting your devices.

  5. If the 5G light is off or you have low bars, try moving your modem to a different spot and press the TEST button on the back of your modem to run another signal test.

    No 5G light or can't get a good signal? Give us a call on 13 14 23 and we'll help you out.

    Nokia FastMile 3.2 lights - on the top panel, there is a centre light, a 5G light and 3 Signal lights. 3 lights means a strong signal, 2 lights means a good signal and 1 light means a weak signal.
  6. You'll find the default Wi-Fi name (SSID) and password (Wi-Fi Key) on your modem's barcode sticker. You can also connect phones by scanning the Wi-Fi QR code.
     
    If you want to change your Wi-Fi name or password, use this guide.
    Nokia FastMile 3.2 Barcode sticker
  7. Your devices will automatically connect to the best Wi-Fi possible. If your Wi-Fi’s running slow, check out Improving Wi-Fi Signal.
  8. For online gaming or HD/4K streaming, Ethernet is better than Wi-Fi. If you have extra Ethernet cables, you can connect up to 2 devices to your modem’s LAN ports.
  9. Once your devices are connected, you're good to go.

 

How to plug in your Sagemcomm 5866 5G Modem for 5G Home Broadband

 

  1. Find a good spot for your 5G Modem. It's best to choose a clear, open location on a shelf or table - ideally near a window.
     
    You can try different spots if your first spot isn’t giving you a strong signal. Don't put your modem on the floor or inside a cupboard because this will cause a weak signal.
  2. Use the power cable to plug your modem's Power port into a power outlet and press the Power button on the base.
    Sagemcom 5G plugin - from left to right, modem ports are: 2.5G WAN, LAN/WAN, LAN. Then in the recess on the base of the modem: Reset button, Power button, DC port, SIM slot.

  3. Leave your modem alone for 3-5 minutes while it runs through its automatic setup.

  4. Check the Signal lights on your modem. If you have 3-4 bars, you’re online with a good signal and you can start connecting your devices.

  5. If the Signal lights are off or have low bars, try moving your modem to a different spot.

    Can't get a signal? Give us a call on 13 14 23 and we'll help you out.

    Sagemcom modem lights - From base to top, Power, WiFi, and a column of 4 Signal lights

  6. There are 3 ways to connect your devices to the Wi-Fi:

    - A) Use the Wi-Fi Network name and Password on your modem's barcode sticker.
    - B) You can also connect phones by scanning the Wi-Fi QR code on your modem's barcode sticker.
    - C) Turn on Wi-Fi Protected Setup (WPS) on your device then press your modem's WPS button.

    If you want to change your Wi-Fi name or password, use this guide.

    Sagemcom Barcode sticker with WPS Pair button above
  7. Your devices will automatically connect to the best Wi-Fi possible. If your Wi-Fi’s running slow, check out Improving Wi-Fi Signal.
  8. For online gaming or HD/4K streaming, Ethernet is better than Wi-Fi. If you have extra Ethernet cables, you can connect up to 3 devices to your modem’s LAN ports.
  9. Once your devices are connected, you're good to go.