If your 4G Home Wireless 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 modem and make sure that your SIM is inside the SIM slot. If the SIM is missing, please call us on 1300 994 533 to order a replacement.
   
   NetComm NL20 Modem - SIM slot on the bottom of the modem 
   
   
   Smart Modem Gateway - SIM slot on the side of the modem
   You don't need to check the SIM slot if it's still covered by a black sticker.
   
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 for your modem’s Internet light to come on, then see if you can visit a website.
   
   NetComm NL20 modem
   
   
   Smart Modem Gateway 
   
6. Check your modem's 4G light. If it's off or red, try moving your modem to a different spot.
   
   Can't get a good signal? Give us a call on 1300 994 533 and we'll help you out.
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 994 533 and we’ll help you.

 

If your TPG Home Wireless 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 modem and turn off its power outlet for at least 10 seconds.
3. Turn the outlet back on and wait 3-5 minutes for your modem to reboot.
4. Check the 4G light on your modem. If it's off or red, try moving your modem to a different spot.
   
   Can't get a good signal? Give us a call on 1300 994 533 and we'll help you out.
   
   NetComm NL20 modem
   
   
   Smart Modem Gateway 
   
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.
   
   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, a different type of internet may better suit your needs. Please 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 1300 994 533 and we’ll help you.

 

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 4G SIM is already inside your modem. Please don't remove it because the SIM won't work in other devices.

 

Choose your modem to get started:

Picture	Modem
	NetComm NL20 Modem
	VX420-G2H Modem
	TP-Link MR600 Modem

 

How to plug in your NetComm NL20 Modem for Home Wireless Broadband

1. Find a good spot for your 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 on the side of the modem.
   
3. Check the 4G light on the front your modem. If it's green or orange you’re online and you can start connecting your devices.
4. If the 4G light is off or red, try moving your modem to a different spot.
   
   No 4G light or can't get a good signal? Give us a call on 1300 997 271 and we'll help you out.
   
5. Connect your devices. If you have extra ethernet cables, you can connect 4 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 Network name and Password on your modem's barcode sticker.
   • Scan the QR code on your modem's barcode sticker (Smartphones only).
     
   • Enable Wi-Fi Protected Setup (WPS) in your modem dashboard, then press the WPS button on the side of your modem for 3 seconds.
6. Your devices will automatically connect to the best Wi-Fi possible. If your Wi-Fi’s running slow, check out Improving Wi-Fi Signal.
   
   Please note that Home Wireless Broadband is not suitable for 4K streaming or online gaming. Learn more.
7. Once your devices are connected, you're good to go.

 

How to plug in your VX420-G2H Modem for Home Wireless Broadband

 

1. Find a good spot for your 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.

   

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

4. Check the 4G light on your modem. If it's green or yellow, you’re online with a good signal and you can start connecting your devices.

5. If the 4G light is off or red, try moving your modem to a different spot.
   
   No 4G light or can't get a good signal? Give us a call on 1300 997 271 and we'll help you out.

   
6. You'll find the default Wi-Fi name (SSID) and Wireless Password/PIN on your modem's barcode sticker. If you want to change your Wi-Fi name and password, use this guide.
   
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 HD streaming, Ethernet is better than Wi-Fi. If you have extra Ethernet cables, you can connect up to 4 devices to your modem’s yellow LAN ports.
   
   Please note that Home Wireless Broadband is not suitable for 4K streaming or online gaming. Learn more.
9. Once your devices are connected, you're good to go.

 

How to plug in your TP-Link MR600 Modem for Home Wireless Broadband

1. Find a good spot for your 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. Attach the antennas and move them into an upright position, bunny-ears style.

3. Use the power cable to plug your modem's Power port into a power outlet and press the ON/OFF button.

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

5. 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.

6. If the 4G light is off or you only have 1 bar, try moving your modem to a different spot.
   
   No 4G light or can't get a good signal? Give us a call on 1300 997 271 and we'll help you out.

   
7. You'll find the default Wi-Fi name (SSID) and Wireless Password/PIN on your modem's barcode sticker. 
    
   We recommend connecting devices to both Wi-Fi SSIDs so 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 HD streaming, Ethernet is better than Wi-Fi. If you have extra Ethernet cables, you can connect up to 4 devices to your modem’s yellow LAN ports.
    
   Please note that Home Wireless Broadband is not suitable for 4K streaming or online gaming. Learn more.
9. Once your devices are connected, you're good to go.

 

Once Speed Dial 8 has been configured, BizPhone customers can pick up their phone and press a single number of the speed dial (2-9) and then press “Send” to connect a call.

 

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

It's important to tell us when you're moving so we can move your TPG services with you. Some internet services take time to connect, especially if equipment needs to be installed at your new address, so let us know as soon as possible.

A different type of internet may be available at your new address.

Do you only have TPG Mobile? You don't need to relocate a mobile service, but it's good idea to check your new address on our coverage map.

 

1. You can relocate your 5G Home Broadband or Home Wireless Broadband service in My Account.
   
   Have a different type of TPG internet? Call us on 1300 865 124 and we'll help you out.

2. Log in and hit Moving Home.
   
   Never used My Account before? Check out An Introduction to My Account.

3. Tick the "I confirm that permission is granted" box to confirm that you're the account holder or have the account holder's permission for the move.

   

4. Enter your New Service Address.
   
   If you don't choose from the list of auto-completed addresses, you'll be asked to confirm your address details.

   

5. If the same type of internet is available at your new address, you can choose the date you'd like to move from the Schedule a Date drop-down, then hit Get Started.
   
   If a different type of internet is needed at your new address, you'll be redirected to our website. Give us a call on 1300 865 124 if you need help picking a new plan.

   

6. You'll see a summary of your order. Tick the box to agree to the terms and hit Confirm to submit your order.
   
   We'll keep you updated about your order over email and SMS.

   

You can transfer ownership of your TPG account to another person if they agree to become the account holder and be responsbile for paying for the TPG account, including any outstanding charges from the before the date they took ownership.

You and the new account owner are are responsible for settling any amounts you owe each other between yourselves. We won't mediate in any way; we will only send invoices to the new account holder. If you're not comfortable with this, then we recommend that you do not transfer ownership and the other person can order a new service.

 

1. Download, complete and return the following forms.
   • Change of Ownership form.
   • Direct Debit Authorisation form.
   • Customer Service Guarantee (CSG) Waiver.
     
     Note: If you have TPG Mobile, please write your TPG mobile number in the space below the "Change of Ownership Form" title.
      
2. Attach one form of valid ID for the current account holder and the new account holder, such as a photo of an Australian driver's license or passport.

3. Email the completed form and attachments to adsl_admin@tpg.com.au.

4. We'll let you and the new account holder know when the change of ownership is complete. Once it is, you will no longer have access to your old TPG account, including any call records or previous invoice.
   
   If you need previous TPG invoices for tax purposes, please let us know so we can provide them before the change of ownership is complete.

Please note: If you have customised your BizPhone handset in any way, such as adding contacts to the directory or changing ringtone settings, these will be removed after a factory reset. However, the Global Address Book will not be affected.

Select your handset:

• BizPhone Cordless Handset
• BizPhone Standard Handset
• BizPhone Premium Handset

 

BizPhone Cordless (W60P or W56P)

1. Press the OK button on your handset to go to the main menu.

   

2. Select Settings.

   

3. Scroll down the list and select System Settings.

   

4. Select Base Reset.

   

5. Enter the PIN "0000".

   

6. The base station for the handset will factory reset and download the required configuration from the server.

 

BizPhone Standard (T42G or T42S)

1. Press and hold the OK button on your handset for 10 seconds.

2. Confirm the reset by pressing OK again.

3. The reset will take approximately 2-5 minutes to complete.

   

 

BizPhone Premium (T48G or T48S)

1. Press and hold the OK button on your handset for 10 seconds.

2. Confirm the reset by pressing OK again.

3. The reset will take approximately 2-5 minutes to complete.

   

If you want to use any calls, text or data that isn't included in your TPG mobile plan, you'll need to top up your Prepaid Balance in My Account.

 

1. Log in to My Account and hit Top up Prepaid Balance.
    
   Never used My Account before? Check out An Introduction to My Account.

2. Choose the amount to top up ($10, $20, $50, $100 or $200) and hit Review order. 

   

3. You'll see a summary of your purchase. Use the checkbox to agree to the terms and conditions, then hit Proceed. Your Prepaid Balance will be applied after your payment clears.
   
   Note: Direct Debit payments may take up to 3 business days to clear. Credit card payments are recommended for the fastest top up.

   

You can customise your Wi-Fi name and password in your TPG modem settings.

Don't have a TPG modem? Check the manufacturer's website for a guide.

 

Choose your modem:

Picture	Modem
	Wi-Fi Max Modem
	NetComm NL20 Modem
	Wi-Fi Max 5G Modem
	VX220-G2V Modem
	VX420-G2V Modem
	VX420-G2H Modem
	Nokia FastMile 3.2 5G Modem
	Sagemcom 5866 5G Modem
	TP-Link VR1600v Modem
	Nokia FastMile R1 5G Modem
	Cube 3

 

Change your Wi-Fi password on a Wi-Fi Max Modem

 

From the My Internet Connect App

Don't want to use the app? You can change the Wi-Fi password in your web browser.

1. Open the My Internet Connect App and tap Settings.
2. Under Network Management, select Wi-Fi Settings.
3. Enter your desired  Wi-Fi name and Wi-Fi password then click the Save at the top right of the screen.
   
   Note: If Band Steering is toggled OFF, you will need to update the password for both 2.4GHz and 5GHz Wi-Fi. We recommend you use the 5GHz Wi-Fi unless your devices are too old to connect to the 5GHz network.
4. The app will start to update the network details. This may take 2-3 minutes to complete.
5. Select Change, then reconnect your Wi-Fi devices using your new password.
   

 

Using your web browser

1. Open your web browser and go to: https://192.168.1.1
2. Log in with the Login Password found on the modem's barcode sticker or use your custom password.
   
3. From the left pane, click Wi-Fi.
4. Under Basic, enter your desired new password in the Wi-Fi Password field.
    
   Note: If Band Steering is toggled OFF, you will need to update the password for both 2.4GHz and 5GHz Wi-Fi. We recommend you use the 5GHz Wi-Fi unless your devices are too old to connect to the 5GHz network.
5. Enter your Wi-Fi name and Password as desired.
6. Hit Save Settings, then reconnect your Wi-Fi devices using your new password.
   

 

Change your Wi-Fi password on a NetComm NL20 Modem

1. Open your web browser and go to: http://192.168.1.1.
2. Log in with the Username and Password found on the modem's barcode sticker or use your custom password.
   
3. In the left pane, click Wireless.
4. Select the 2.4GHz or 5GHz radio button, depending on which Wi-Fi password you'd like to change.
   
   Important: Make sure the names and passwords match for both 2.4GHz and 5GHz – this lets devices automatically switch between networks for the best Wi-Fi signal. We recommend you use the 5GHz Wi-Fi instead of the slower 2.4GHz Wi-Fi unless your devices are too old to connect with the 5GHz Wi-Fi.
5. If you want to change your Wi-Fi name, type it in the Name box.
6. Type your new Wi-Fi password in the Password box.
7. Hit Save to finish.
   

 

Change your Wi-Fi password on a Wi-Fi Max 5G Modem

From the My Internet Connect App

Don't want to use the app? You can change the Wi-Fi password in your web browser.

 

1. Open the My Internet Connect App and tap Settings.
2. Under Network Management, select Wi-Fi settings.
3. Enter your Wi-Fi name and Wi-Fi password as desired then click Save at the top right of the screen.
   
   Note: If Band Steering is toggled OFF, you will need to update the password for both 2.4GHz and 5GHz Wi-Fi. We recommend you use the 5GHz Wi-Fi unless your devices are too old to connect to the 5GHz network.
4. The app will start to update the network details. This may take 2-3 minutes to complete.
5. Select Change, then reconnect your Wi-Fi devices using your new password.
   

 

Using your web browser 

1. Open your web browser and go to: https://192.168.1.1
2. Log in with the Login Password found on the modem's barcode sticker, or use your custom password.
   
3. From the left pane, click Wi-Fi.
4. Under Basic, enter your desired new password in the Wi-Fi Password field.
    
   Note: If Band Steering is toggled OFF, you will need to update the password for both 2.4GHz and 5GHz Wi-Fi. We recommend you use the 5GHz Wi-Fi unless your devices are too old to connect to the 5GHz network.
5. Enter your Wi-Fi name and Password as desired.
6. Hit Save Settings, then reconnect your Wi-Fi devices using your new password.
   

 

Change your Wi-Fi password on a VX220-G2V Modem

 

1. Open your web browser and go to: https://192.168.1.1
2. Log in with the default password found on your modem's barcode sticker. If you have a custom password, use that instead.
   
3. Select Wireless.
4. Type your new password in the Password box.
    
   Note: If Band Steering is turned off, you can set different passwords for the 2.4GHz and 5GHz Wi-Fi networks.
5. Hit Save, then reconnect your Wi-Fi devices using your new password.
   

 

Change your Wi-Fi password on a VX420-G2V Modem

1. Open your web browser and go to: https://192.168.1.1
2. Log in with the default password “admin”. If you have a custom password, use that instead.
3. Select Wireless.
4. Type your new password in the Password box.
    
   Note: If Band Steering is turned off, you can set different passwords for the 2.4GHz and 5GHz Wi-Fi networks.
5. Hit Save, then reconnect your Wi-Fi devices using your new password.
   

 

Change your Wi-Fi password on a Smart Modem Gateway (VX420-G2H)

1. Open your web browser and go to: https://192.168.1.1
2. Log in with the default password “admin”. If you have a custom password, use that instead.
3. Select Wireless.
4. Type your new password in the Password box.
    
   Note: If Band Steering is turned off, you can set different passwords for the 2.4GHz and 5GHz Wi-Fi networks.
5. Hit Save, then reconnect your Wi-Fi devices using your new password.
   

 

Change your Wi-Fi password on a Nokia FastMile 3.2 5G Modem

Using the Nokia Wi-Fi App

Don't want to use the app? You can change the Wi-Fi password in your web browser.

 

1. Open the Nokia Wi-Fi app and tap Settings.
2. Under Wi-Fi Networks, tap your Wi-Fi name.
    
   You'll find your modem's default Wi-Fi name (SSID) on its barcode sticker, e.g. "NOKIA-XXXX".
   
3. Tap the Pencil icon in the top right-hand corner.
   
4. Enter your new Wi-Fi Name and Password, then tap the Tick icon in the top right-hand corner.
   
5. A pop-up will remind you that you need to reconnect your devices to the Wi-Fi using the new name/password. Tap Ok, got it to finish.
6. Wait 2-3 minutes, then reconnect your Wi-Fi devices using your new password.

 

Using your web browser

1. Open your web browser and go to: https://192.168.1.1
2. Log in with your default username "admin" and the default password is on your modem's barcode sticker. If you have custom login details, use those instead.
   
3. Hit Network.
4. Select Wi-Fi Networks, then 2.4GHz.
5. If you want to change your Wi-Fi name, type it in the SSID Name box.
6. Type your new Wi-Fi password in the Wi-Fi Key box, then hit Save Changes.
7. Select 5GHz and enter your new SSID Name and/or Wi-Fi Key, then hit Save Changes.
    
   Important: If Enable Single SSID is ON, make sure the names and passwords match for both 2.4GHz and 5GHz – this lets devices automatically switch between networks for the best Wi-Fi signal.
8. Reconnect your Wi-Fi devices using your new password.
   

 

Change your Wi-Fi password on a Sagemcom 5866

 

1. Open your web browser and go to: https://192.168.1.1
2. Log in with the default username “admin” and the default password on your modem's barcode sticker. If you have custom login details, use those instead.
   
3. Select the cog icon on the Wi-Fi 2.4GHz or 5GHz panel.
   
4. If you want to change your Wi-Fi name, type it in both SSID boxes.
5. Type your new Wi-Fi password in both Password boxes.
    
   Important: Make sure the SSIDs and passwords match for both 2.4GHz and 5GHz – this lets devices automatically switch between networks for the best Wi-Fi signal.
6. Hit Apply, then reconnect your Wi-Fi devices using your new password.
   

 

Change your Wi-Fi password on a TP-Link VR1600v

1. Open your web browser and go to: https://192.168.1.1
2. Log in with the default username "admin" and default password “admin”. If you have custom login details, use those instead.
3. Select Wireless.
4. Type your new password in the Password boxes for "2.4GHz Wiress Network" and "5GHz Wireless Network".
    
   We recommend using the 5GHz Wi-Fi instead of the slower 2.4GHz Wi-Fi unless your devices are too old to connect to 5GHz Wi-Fi.
5. Hit Save, then reconnect your Wi-Fi devices using your new password.