NBN Fibre to the Curb (FTTC) Setup Guide

[Manuel]

What is this guide all about?

This guide will help you set up your NBN Fibre to the Curb (FTTC) service from TPG.

Read on for our step-by-step instructions or check out our helpful youtube video:

Important Note: Once you receive confirmation from TPG that your NBN service  is active, turn on your router and leave it for up to 30 mins as your router is retrieving and saving the required settings from TPG to connect automatically. When this is completed, the internet light on the front of your router will become solid green.

Before you get started, you’ll need 3 things

1. A message from us advising you to plug in your NBN FTTC equipment:

2. Your TPG Modem:

Tip! Check your modem delivery status here 

3. An NBN Network Connection Device, or NCD for short:

You should also make sure there are 2 available electrical outlets near your telephone wall socket. If your home has been connected to the NBN before, there may already be an Network Connection Device plugged in at your premises. If not, a new Network Connection Device will be delivered to you along with your modem.

Connecting your equipment

First things first, make sure your Network Connection Device is plugged in correctly. 

1. Connect the supplied power cable from the Network Connection Device to your power point

2. Connect the supplied phone cable from the Network Connection Device straight into the phone socket on the wall.

Important! Do not use a line filter/splitter (from your old ADSL service) when plugging in the Network Connection Device. 

Now it’s time to plug in your TPG modem

1. First, use the supplied Ethernet cable to connect your modem’s WAN port to the Gateway port on your Network Connection Device. (This is the blue cable in the diagram below marked with a 2)

2. Next, use the power cable to connect the Power port to an electrical outlet (marked with a 1 in the diagram)

3. Finally, make sure the electrical outlets for both devices are switched on, then allow 15 minutes for your modem to boot up and configure automatically.

The initial setup is now complete!

Check the lights on your Network Connection Device

Once you’re done with the above steps, check the lights on your Network Connection Device. If any lights are off or red, make sure that your cables are plugged in securely. You may need to plug your NCD into a different telephone wall socket if your home has more than one.

Once all the lights are blue or amber, you can start connecting your devices and get online.

Note: An amber LAN light should not prevent a successful connection, but you’ll need to call us if the Connection light is red.

Connecting your devices 

You can use additional Ethernet cables to connect other devices such as laptops or gaming consoles to any of the 4 yellow LAN ports.

Or you can just connect devices via WiFi. You’ll find the WiFi name and password on your modem’s barcode sticker.

That’s all there is to it! If you have any trouble getting online, reach out on TPG Community or give us a call on 13 14 23 and we’ll be happy to help.

[solofe]

Hi I have followed all instructions and troubleshooting guides. I have a connection light but no dsl/internet. Have been waiting on the phone for support for an hour, thought I would try here for a better response

[BasilDV]

Hi @solofe

Welcome to TPG Community!

We were able to locate your account using your community details and learned that your NBN FTTC service is not yet installed, which explains the absence of DSL/Internet light after you set it up.

An NBN technician is booked to install the service on the 11th of February and further updates will be given by your case manager.

Should you require further assistance, please let us know.

BasilDV

[midcoast]

Hi I have followed all instructions and troubleshooting guides. I have a connection light but no dsl/internet. My NCD device flashes only on the first three blue lights. I have received many texts about ‘activating’ my NBN. Each time I attempt, I leave the NCD/router for 30+ mins. I’m still not connected.

[Riezl]

Hi @midcoast,

Welcome to TPG Community! We have located the account using your community details.

We have raised your concern to our Provisioning Team and a case manager will contact you to discuss the status of your NBN service installation/activation.

Let us know via PM should you have a preferred contact number and time. Thank you.

[Riezl]

Hi @midcoast, we can see that our Provisioning Team has been in touch and discussed the concerns raised.

As per checking, an additional testing is required, thus an NBN technician has been booked and the case manager discussed the schedule during the call.

Should you have further queries, feel free to drop us a message. Thank you.

[Karol]

Hi, all done as per instructions but still no connection. My account Is 594XXXX
Please help.
Thanks

[Ahra_G]

Hi @Karol, 

Welcome to Community! 

It is best to connect the equipment connected whilst one of our Case Manager is on the phone so they run remote tests. May I know your best call back time so we can organise a contact to be made? 

Note: I've modified your post for the privacy of the account as it contains your Customer ID

Thanks! 

[Ahra_G]

Hi @Karol, 

I have organised a contact to be made today to assist you with the installation. 

A Case Manager will be in touch at 6PM AEDT today. 

Feel free to let us know should you have further queries. 

Thanks! 

[Karol]

Hi

Thanks but I have not received any phone call yet.