TPG case: 10353099

Level 2

Hi, I'm contacting you in regards to TPG case: 10353099. I have previously sent an information that our network has been "activated". But this is not the case, as currently the home phone service doesn't even have a dial tone. Could you please update me regarding the installation progress? Thank you.


Hi @babihutan1,


For new services, we recommend customers to check first if their service has been installed and activated.


We have created this community article, which contains a video on How to track your TPG service installation


We also send an email notification once the service is activated.


If you have received this email and the service is still not working, we recommend to check if the equipment is properly set up and we have created setup guides for all technologies that TPG use : New Connection Setup Help


In your case, the service has been installed, but we have identified a fault on the line causing the issue, thus this has been escalated to our Engineering Team. This has been lodged to our wholesale partner Telstra who will send a technician to fix the issue.


Further updates regarding the status of the case will be provided by the case engineer via SMS or phone call.


Should you have further queries, feel free to search community for help or chat with us at  and we'd be glad to assist you.