TPG's underlying mobile network is the Vodafone mobile digital network (2G/3G/4G).
These troubleshooting steps should help you in solving most of the issues if you are getting poor coverage, no coverage, device is displaying emergency calls only, no service or SOS.
Basic Troubleshooting for No Network Coverage
- Restart your phone. Switch your device off and then back on to refresh your network connection.
- Check coverage. Use the Coverage Checker to make sure you are in a coverage area. The Coverage Checker will also indicate if the signal at your location is strong enough for indoor and outdoor usage, or outdoor usage only.
- Check for outages. Please visit our Service Status page to see if there are any known network issues that might be causing the problem.
- Phone is not locked. Make sure that your mobile handset is unlocked.
If you purchased your mobile handset from another provider, it may be network locked to that provider. You can contact the provider to unlock your phone. Please click here for more details.
- Airplane mode. Make sure your device is not in airplane/flight mode. Please consult your mobile handset's manual if you are not sure how to check your handset.
Check your SIM card. Make sure that your handset's SIM card is properly inserted.
- Network selection. Check that your phone is set to automatically select a network. If your phone is already set to automatically select a network, try to manually select your mobile Network Provider to Vodafone. You may need to turn the phone off and then back on again for the change to be in effect.
For iPhones:
- Go to Settings>Cellular / Mobile>Network Selection>Switch off Automatic Optiom.
- Wait for the list of Mobile Providers to appear, then choose TPG / Vodafone on the list and test the service
For Android Phones:
- Go to Settings, look for Mobile Network>Network Operators>Choose a network manually or go to Settings, look for Mobile Network>Carrier>Switch off Automatic Option.
- Wait for the list of Mobile Providers to appear, then choose TPG / Vodafone on the list and test the service
- Network mode. Check that your device's network mode is set to automatic. If you have a 4G device in a 4G coverage area but you are only able to connect to 3G, make sure that 4G is switched on. You may also trying switching from 4G to 3G if you’re having issues with 4G.
For iPhones
- Go to Settings>Cellular / Mobile>Cellular Data / Mobile Data Options>Voice & Data>
- Choose between 3G and 4G (LTE) and check which network would give you the best service
For Android Phones
- Go to Settings>Look for Mobile Network>Network Mode
Choose between 4G/3G/2G Automatic, 3G/2G Automatic and 3G only and check which network would give you the best service
- Do Not Disturb. If Do Not Disturb is active, incoming calls are silenced or may not push through.
To check if "Do Not Disturb" is active
- Try your SIM card in another phone. If you have another phone that is unlocked and equipped to take the same size SIM card you are using, try inserting your SIM card to that phone. This will tell you if the problem is with your phone or SIM card.
- If your SIM card does not get coverage in both phones, it might need replacing. But If it fixes the issue, your phone might not be compatible with our network in that area or it may be faulty.
- Try inserting a Vodafone SIM card into your phone. TPG and Vodafone use the same mobile network. If you can receive network coverage using a Vodafone SIM card, this means your TPG SIM card may be faulty.
- Try inserting a Vodafone SIM card into your phone. TPG and Vodafone use the same mobile network. If you can receive network coverage using a Vodafone SIM card, this means your TPG SIM card may be faulty.
- Device compatibility. Not all handsets are compatible with every part of our network, so the model you are using can limit the coverage available to you. To see where you should be able to get coverage with your handset, enter the model in the ‘What's your device’ box when using the Coverage Checker.
If you are still having network coverage issues, please contact our Mobile Support 1300 997 273
