Important information about emergency calls to Triple Zero (000)

To keep you safe phones must support Triple Zero (000) calling over 4G (using VoLTE) in the event of an emergency. This is a legal requirement for all phones sold in Australia. Older 3G handsets, as well as some newer 4G/5G handsets (including those purchased overseas or from a retailer selling imported phones), do not meet these standards.

From 28 October 2024, if you have a device that is not able to make Triple Zero (000) calls, TPG is legally required to stop these mobile phones from accessing the TPG mobile network. This means you will not be able to make or receive calls/texts or use data on the TPG mobile network from this date.

We are here to help you change to a compatible device to stay connected. Call us on 13 14 23 to discuss your options.

 

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

 

We have switched off our 3G network

TPG switched off its 3G network on 15 December 2023 to focus on our 4G network that now covers more than 24 million Australians and our state-of-the-art 5G network that is stronger than ever.

Starting end of October 2024, 3G network users may not be able to make an emergency call to Triple Zero (000). You may opt for an upgrade to a 4G and 5G compatible device or check if your current device will be affected by this change.

 

Try our new SMS device checker tool

Some devices may not be able to make emergency calls to Triple Zero (000) once all 3G networks in Australia close (expected to be October 2024). Depending on the device, you may need to upgrade your device to a compatible 4G or 5G approved device or update your device software.

To find out if your device is impacted by the 3G shutdown, use our SMS device checker tool. Just text the number 3 to 3498.

For more information about this industry-wide change, The Australian Mobile Telecommunications Association (AMTA) has launched www.3Gclosure.com.au to provide Australians with the key facts and information they need to prepare for the upcoming 3G network closures.

 

Frequently asked questions

What do I need to do?

The vast majority of our customers do not have to do anything at all and will continue accessing our 4G and 5G networks as they do today.

A very small number of our customers have 3G-only handsets, tablets and connected devices and they will need to upgrade those devices before December 2023.

Some 4G handsets may also need settings changes to be able to continue to make and receive voice calls using our 4G network.

 

Why did the 3G network close?

Mobile carriers around the world are closing down their 3G networks as more advanced 4G and 5G network services become widespread. Our 4G and 5G networks are more efficient at delivering greater speed and capacity, which means better service and experience for customers.

Similar shutdowns have happened before. All Australian mobile networks switched off their 2G networks a few years ago when they upgraded to 4G. 

TPG's licence to access the 3G spectrum (the invisible electromagnetic frequencies that transmit mobile data) is set to expire in mid-2024.  Although most customers rarely need to access 3G, we want to make sure customers have the appropriate notice and offer support to those who need assistance.

 

What devices are affected by the 3G closure?

To check if your phone will be affected, you can text “3” to 3498 for free and an automatic reply will tell you if your device is 4G/5G compatible.

Can’t send a text on your device? Please check the manufacturer’s website for info about your device’s capabilities.

All phones, tablets and mobile broadband devices must be 4G/5G compatible and have VoLTE turned on in the settings to continue using our service after the 3G shutdown.

Some older 4G phones that don’t have a feature called “VoLTE” won’t be able to make and receive voice calls after the 3G shutdown.

 

I have a 3G phone, how does this affect me?

If you have a 3G-only phone then you will no longer be able to make calls, send texts or access the internet on your phone when the 3G network switches off. 

You will still be able to make emergency 000 calls on other 3G networks when in coverage.

WiFi internet access is still possible.  

We recommend you upgrade your phone to a 4G or 5G compatible device to continue having mobile service. 

 

Will 4G/5G network coverage differ from 3G coverage?

Our 4G coverage is similar in size and reach to our 3G coverage and our 5G coverage is growing every day. Check our 4G and 5G coverage maps.

 

Does this only affect phones? 

No. Other devices like tablets, mobile broadband modems, smart watches, some home security systems, and other connected devices might also be using 3G services.

Please contact your device manufacturer if you are unsure of your device’s specific capabilities.

 

What is VoLTE and how do I switch it on?

Voice over LTE (VoLTE) is a feature that allows you to make voice calls using our 4G network. 

You might need to turn the VoLTE setting ON. Please check your device manufacturer’s support website if you are unsure of your device’s specific capabilities.

 

Android devices

If you have a Samsung device, Voice over LTE should automatically be enabled. If you’ve previously disabled VoLTE and want to re-enable it, or would like to check if it’s enabled on your Android device, please go to your Settings > Mobile Networks.

 

Apple devices

If you have an Apple device iPhone 6 or later, Voice over LTE should be automatically enabled. To check this or manually enable it, please go to the settings in your iPhone – Settings > Mobile > Mobile Data options > Voice and Data.

 

What should I do with my old 3G device?

The best way to recycle your old device is with Mobile Muster, the Australian mobile industry's official recycling scheme. Alternatively, please consider eWaste recycling facilities which may be offered by your local council.

 

I have a TPG mobile plan that uses the Optus network – what do I need to do?

If you got your TPG mobile plan before 12 July 2021, see our Optus 3G Network Closure FAQ for TPG customers.

 

You may have been contacted recently about changes to your TPG nbn® plan.

Due to a number of factors, including recent changes in wholesale pricing from nbn®, our lower-speed plans have become more expensive while our higher-speed plans have reduced in price.

 

What does this mean for nbn® customers?

  • From 02/10/2024, you may see an increase to the monthly price of your nbn plan.
  • If your nbn® plan is affected by a price change, we’ve written to you via email and/or SMS to let you know what’s happening.
  • Your new monthly nbn® fees will automatically apply on your next regular payment date to occur on or after 02/10/2024. You can check your regular payment date My Account.
  • Any applicable monthly fees for add-on services will not change.
  • Any existing promotional discounts that you currently enjoy will not change.

 

What happens if I cancel or change my plan?

Your nbn® service will continue to be a month-to-month plan. If you wish to cancel your nbn® service, you won’t be charged a cancellation fee.

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

If you’d like to cancel, please refer to our contact details below.

 

More information

Your nbn® plan inclusions will not change

All existing inclusions and/or selected add-ons will remain the same and your internet speeds will not be affected.

 

Contact us

If you have any questions about this change, please call us on 1300 070 903 and we’ll be happy to help.

You'll need to plug in your Netgear Nighthawk RAX50 and change some settings to get it working with TPG nbn FTTC.

  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 phone wall socket and nbn Connection Box (NCB) – 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. Attach the antennas to your modem and put them in an upright position.
    Each antenna has a label that must match the label on the antenna socket.

  4. Use the Ethernet cable to connect your modem’s yellow Internet port to your NCB's yellow Gateway port.

    Netgear Nighthawk AX5 Internet Port

  5. Use the power cable to connect the Power port on your modem to a power outlet. Press your modem's Power button to turn it on.

    Netgear Nighthawk AX5 Power Port & Button
  6. To connect devices to the WiFi, you'll find the default WiFi name and password on your modem's barcode sticker.
  7. If you have extra Ethernet cables, you can connect up to 3 devices to your modem’s Ethernet ports.
    Netgear Nighthawk AX5 LAN Ports

  8. Open your web browser and go to: https://192.168.1.1 or https://www.routerlogin.com

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

  10. Select BASIC > Internet.

  11. For Does your Internet connection require a login?, hit Yes.

  12. Set Internet Service Provider to PPPoE.

  13. Enter your TPG username and password.
    Your TPG username can be found in emails from us about your TPG order. If you've forgotten your password, reset your password.

  14. Set Connection Mode to Always On.

  15. Set Idle Timeout (In minutes) to 0. This will stop your internet connection logging out after a period of inactivity.

  16. Set Internet IP Address to Get Dynamically from ISP.

  17. Set Domain Name Server (DNS) Address to Get Automatically from ISP.
    Prefer to select Use These DNS Servers? TPG's primary DNS is 203.12.160.35 and the secondary DNS is 203.12.160.36.

  18. Set Router MAC Address to Use Default Address.

  19. Hit Apply.

  20. If you have a bundled nbn & phone plan: Select ADVANCED > Advanced Setup > VLAN/Bridge Settings and tick the box for Enable VLAN/Bridge Setup. Select By VLAN tag group and then hit Add. Enter a Name, e.g. "TPG", set VLAN ID to 2 and set Priority to 0.

  21. Hit Apply and you're good to go.
    Can't get online? Call us on 1300 997 271 and we'll help you.

You'll need to plug in your modem and change some settings to get it working with TPG nbn FTTB/N.

  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 phone wall socket – you probably 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 phone cable to connect your modem’s grey DSL port to your phone wall socket.
    NetComm NF18MESH DSL Port

  4. Use the power cable to connect your modem's Power port to a power outlet. Press the Power button on the side of your modem to turn it on.

    NetComm NF18MESH Power Port
  5. To connect devices to the WiFi, you'll find the default WiFi name and password on your modem's barcode sticker.
  6. If you have extra Ethernet cables, you can connect up to 4 devices to your modem’s yellow Ethernet ports.
    NetComm NF18MESH LAN Ports

  7. Open your web browser and go to: https://192.168.20.1 or https://cloudmesh.net

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

  9. First time setting up? Hit Set up Wizard. Otherwise, hit Internet.

  10. Set Internet Service to VDSL.

  11. Set Connection Type to PPPoE.

  12. Enter your TPG username and password.
    Your TPG username can be found in emails from us about your TPG order. If you've forgotten your password, reset your password.

  13. If you have a bundled nbn & phone plan: Set 802.1P (0-7) to 0 and set VLAN Tag to 2.

  14. Hit Apply or if you're in the Setup Wizard, hit Next and run through the prompts to customise your WiFi network and set your time zone. At the end, hit Finish.
    You'll need to reconnect your WiFi devices if you change the WiFi name or password.

  15. You're now good to go.
    Can't get online? Call us on 1300 997 271 and we'll help you.

You'll need to plug in your modem and change some settings to get it working with TPG 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 phone wall socket and nbn Connection Box (NCB) – 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 Ethernet cable to connect your modem’s blue WAN port to your NCB's UNI-D1 port.

    NetComm NF18MESH WAN Port

  4. Use the power cable to connect your modem's Power port to a power outlet. Press the Power button on the side of your modem to turn it on.

    NetComm NF18MESH Power Port
  5. To connect devices to the WiFi, you'll find the default WiFi name and password on your modem's barcode sticker.
  6. If you have extra Ethernet cables, you can connect up to 4 devices to your modem’s yellow Ethernet ports.
    NetComm NF18MESH LAN Ports

  7. Open your web browser and go to: https://192.168.20.1 or https://cloudmesh.net

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

  9. First time setting up? Hit Set up Wizard. Otherwise, hit Internet.

  10. Set Internet Service to Ethernet WAN.

  11. Set Connection Type to PPPoE.

  12. Enter your TPG username and password.
    Your TPG username can be found in emails from us about your TPG order. If you've forgotten your password, reset your password.

  13. If you have a bundled nbn & phone plan: Set 802.1P (0-7) to 0 and set VLAN Tag to 2.

  14. Hit Apply or if you're in the Setup Wizard, hit Next and run through the prompts to customise your WiFi network and set your time zone. At the end, hit Finish.
    You'll need to reconnect your WiFi devices if you change the WiFi name or password.

  15. You're now good to go.
    Can't get online? Call us on 1300 997 271 and we'll help you.

You'll need to plug in your modem and change some settings to get it working with TPG nbn FTTC.

  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 phone wall socket and nbn Connection Box (NCB) – 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 Ethernet cable to connect your modem’s blue WAN port to your NCB's yellow Gateway port.

    NetComm NF18MESH WAN Port

  4. Use the power cable to connect the Power port on your modem to a power outlet. Press the Power button on the side of your modem to turn it on.

    NetComm NF18MESH Power Port
  5. To connect devices to the WiFi, you'll find the default WiFi name and password on your modem's barcode sticker.
  6. If you have extra Ethernet cables, you can connect up to 4 devices to your modem’s yellow Ethernet ports.
    NetComm NF18MESH LAN Ports

  7. Open your web browser and go to: https://192.168.20.1 or https://cloudmesh.net

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

  9. First time setting up? Hit Set up Wizard. Otherwise, hit Internet.

  10. Set Internet Service to Ethernet WAN.

  11. Set Connection Type to PPPoE.

  12. Enter your TPG username and password.
    Your TPG username can be found in emails from us about your TPG order. If you've forgotten your password, reset your password.

  13. If you have a bundled nbn & phone plan: Set 802.1P (0-7) to 0 and set VLAN Tag to 2.

  14. Hit Apply or if you're in the Setup Wizard, hit Next and run through the prompts to customise your WiFi network and set your time zone. At the end, hit Finish.
    You'll need to reconnect your WiFi devices if you change the WiFi name or password.

  15. You're now good to go.
    Can't get online? Call us on 1300 997 271 and we'll help you.

You'll need to plug in your modem and change some settings to get it working with TPG nbn FTTP.

  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 is usually installed on the inside of an exterior wall in your home, sometimes in the garage. Unplug any old modem from the nbn Connection Box and power outlet.

  3. Use the Ethernet cable to connect your modem's blue WAN port to your NCB's UNI-D1 port.
    The message from us will tell you if you need to use a different UNI-D port.

    NetComm NF18MESH WAN Port

  4. Use the power cable to connect the Power port on your modem to a power outlet. Press the Power button on the side of your modem to turn it on.

    NetComm NF18MESH Power Port
  5. To connect devices to the WiFi, you'll find the default WiFi name and password on your modem's barcode sticker.
  6. If you have extra Ethernet cables, you can connect up to 4 devices to your modem’s yellow Ethernet ports.
    NetComm NF18MESH LAN Ports

  7. Open your web browser and go to: https://192.168.20.1 or https://cloudmesh.net

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

  9. First time setting up? Hit Set up Wizard. Otherwise, hit Internet.

  10. Set Internet Service to Ethernet WAN.

  11. Set Connection Type to PPPoE.

  12. Enter your TPG username and password.
    Your TPG username can be found in emails from us about your TPG order. If you've forgotten your password,  reset your password.

  13. Hit Apply or if you're in the Setup Wizard, hit Next and run through the prompts to customise your WiFi network and set your time zone. At the end, hit Finish.
    You'll need to reconnect your WiFi devices if you change the WiFi name or password.

  14. You're now good to go.
    Can't get online? Call us on 1300 997 271 and we'll help you.

You'll need to plug in your modem and change some settings to get it working with TPG 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 phone wall socket and nbn Connection Box (NCB) – 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 Ethernet cable to connect your modem’s blue WAN port to your NCB's UNI-D1 port or 2.5G port.

    Netcomm NF18ACV WAN Port

  4. Use the power cable to connect your modem's Power port to a power outlet and turn it on.

    NetComm NF18ACV Power Port
  5. To connect devices to the WiFi, you'll find the default WiFi name and password on your modem's barcode sticker.
  6. If you have extra Ethernet cables, you can connect up to 4 devices to your modem’s yellow Ethernet ports.
    Netcomm NF18ACV Ethernet Ports

  7. Open your web browser and go to: https://192.168.20.1

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

  9. First time setting up? Hit Set up Wizard. Otherwise, hit Internet.

  10. Set Internet Service to Ethernet WAN.

  11. Set Connection Type to PPPoE.

  12. Enter your TPG username and password.
    Your TPG username can be found in emails from us about your TPG order. If you've forgotten your password, reset your password.

  13. If you have a bundled nbn & phone plan: Under Internet Settings, set 802.1P (0-7) to 0 and set VLAN ID to 2.

  14. Hit Apply or if you're in the Setup Wizard, hit Next and run through the prompts to customise your WiFi network and set your time zone. At the end, hit Finish.
    You'll need to reconnect your WiFi devices if you change the WiFi name or password.

  15. You're now good to go.
    Can't get online? Call us on 1300 997 271 and we'll help you.

You'll need to plug in your modem and change some settings to get it working with TPG nbn FTTC.

  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 phone wall socket and nbn Connection Box (NCB) – 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 Ethernet cable to connect your modem’s blue WAN port to your NCB's yellow Gateway port.

    Netcomm NF18ACV WAN Port

  4. Use the power cable to connect the Power port on your modem to a power outlet and turn it on.

    NetComm NF18ACV Power Port
  5. To connect devices to the WiFi, you'll find the default WiFi name and password on your modem's barcode sticker.
  6. If you have extra Ethernet cables, you can connect up to 4 devices to your modem’s yellow Ethernet ports.
    Netcomm NF18ACV Ethernet Ports

  7. Open your web browser and go to: https://192.168.20.1

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

  9. First time setting up? Hit Set up Wizard. Otherwise, hit Internet.

  10. Set Internet Service to Ethernet WAN.

  11. Set Connection Type to PPPoE.

  12. Enter your TPG username and password.
    Your TPG username can be found in emails from us about your TPG order. If you've forgotten your password, reset your password.

  13. If you have a bundled nbn & phone plan: Under Internet Settings, set 802.1P (0-7) to 0 and set VLAN ID to 2.

  14. Hit Apply or if you're in the Setup Wizard, hit Next and run through the prompts to customise your WiFi network and set your time zone. At the end, hit Finish.
    You'll need to reconnect your WiFi devices if you change the WiFi name or password.

  15. You're now good to go.
    Can't get online? Call us on 1300 997 271 and we'll help you.

You'll need to plug in your modem and change some settings to get it working with TPG nbn FTTP.

  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 is usually installed on the inside of an exterior wall in your home, sometimes in the garage. Unplug any old modem from the nbn Connection Box and power outlet.

  3. Use the Ethernet cable to connect your modem's blue WAN port to your NCB's UNI-D1 port.
    The message from us will tell you if you need to use a different UNI-D port.

    Netcomm NF18ACV WAN Port

  4. Use the power cable to connect the Power port on your modem to a power outlet and turn it on.

    NetComm NF18ACV Power Port
  5. To connect devices to the WiFi, you'll find the default WiFi name and password on your modem's barcode sticker.
  6. If you have extra Ethernet cables, you can connect up to 4 devices to your modem’s Ethernet ports.
    Netcomm NF18ACV Ethernet Ports

  7. Open your web browser and go to: https://192.168.20.1

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

  9. First time setting up? Hit Set up Wizard. Otherwise, hit Internet.

  10. Set Internet Service to Ethernet WAN.

  11. Set Connection Type to PPPoE.

  12. Enter your TPG username and password.
    Your TPG username can be found in emails from us about your TPG order. If you've forgotten your password, reset your password.

  13. Hit Apply or if you're in the Setup Wizard, hit Next and run through the prompts to customise your WiFi network and set your time zone. At the end, hit Finish.
    You'll need to reconnect your WiFi devices if you change the WiFi name or password.

  14. You're now good to go.
    Can't get online? Call us on 1300 997 271 and we'll help you.