We responded to your initial post located here.    Send us a PM with your details (Customer ID/Mobile number) so we can check the status of the SIM activation.   Regards,   Can someone from sustomer service please avise it there is a problem with my activation. I can't see how to oontact anyone but through here ... View more

Hi @BenTen, We can confirm that there is a line fault affecting the service. The issue has been escalated to our Engineering Team for assessment and investigation. Updates will be provided via SMS or Phone call as soon as it becomes available. ... View more

Hi @shaune,   We responded to your initial post located here.    Shoot us a PM with your Mobile Number and Customer ID so we can arrange our Mobile Specialists Team to contact you. How to send a PM?    Regards,   Did you manage to make it work? I have the same thing happening   ... View more

Hi @shaune, After SIM activation we recommend to perform reboot on the modem/router, if you have performed this already and still the same. Shoot us a PM with your Mobile Number and Customer ID so we can arrange our Mobile Specialists Team to contact you. How to send a PM?    Regards,   I transferred my number from optus to a new TPG mobile plan and activated the sim. When I inserted the tpg sim, I get a pop up saying "NETWORK LOCK, you are using a carrier-customized phone,SIM cards from other carriers are not supported on this phone. ...."   My old optus sim doesn work and the new tpg sim doesnt work... How do I unlock the device? Please help   Thank you ... View more

We got you, @Bsanders Let us go ahead and chase this with our Mobile Specialists Team, could you send us a PM with your details (Customer ID/Mobile Number) also your alternate contact number so we can arrange them to contact you. How to send a PM?    Regards,       SIM ACTIVATION FROZEN I ordered it Sim it came damaged Got a replacement Transferred numbers from iinet Rang on Tuesday as it had been 5 days Iinet had a piece of information different and TPG proceeded, Tuesday night iinet service dropped out TPG still hasn't connected called every afternoon to get an update all I'm getting is it has been escalated and you will hear in 24-48 hrs I have not heard anything. I have also been notified that the number can not be transferred to any Sim as the verification method is not able to be done due to no service for messages. So stuck between a rock and a hard place, hope someone might have a number or advice to get hold of someone that will help ... View more

We appreciate your time, especially the review of the service and modem. In the event that you require assistance for the cancellation of the Free Service Trial, please let us know so we can advise our Accounts Team and contact you.   There are indeed some issues with this modem. Hopefully, it’s all just software. Not sure if the Nokia one has the same issues ? or is more stable ? I think I will be cancelling this service within the 30day trial, it’s okay for Netflix and some web browsing, but the latency spikes and dropouts are a bit of an issue; unsure if it’s the modem/router as the Signal strength looks good; Tower is only 1 street over.   Some other things noticed/comments.   Bridge Mode • Given the below issues, Bridge mode may solve many problems and treat the 5G device as an NCD/NTD/NTU etc.  Wifi • Unable to disable PMF (Protected Management Frames) or allow WPA1. Hence some older devices (printers, IoT) Can't connect correctly • UI lets you select channels that won't work, Eg channel 165 won't work with 80Mhz width; unsure if the 'Auto' Mode is smart enough not to select a channel combo that isn't valid. • Statistics are broken. Show devices connected to 2.4Ghz when they are on 5Ghz and don’t show actual sync speed • Would be nice to have extra Wifi Options of WPA2 Only, WPA3 Only IPv6 • IPV6 looks to be enabled; however, if the connection bounces, IPV6 seems to stop working • If a device disconnects from WiFi and rejoins IPv6 address stops working • No IPv6 Configuration exposed in the UI 5G • RSSI value looks broken and stuck to -117, Assuming hardware lights are correct with the Bar status. • Session Duration Blank, Volume usage blank on the main landing page DNS • Would be good to select from a predefined list of DNS servers, eg cloudflare, google, opendns etc... Ethernet • Stats are broken for the interface, sometimes will show Packet counts, Byte Counts or both if you are lucky • Duplex/Speed negotiated not displayed Logs • The logs are minimal and have only ever shown INFO events , almost like no other logging is happening or the modules are only set to INFO internallu. Missing 5G events, Lan Events Admin • Set the inactive/logout timer to at least 30mins or allow it to be a config option • Option to Dim/Turn off the Leds     SamKnows Data Stats Total of 5 disconnections (16min 51s) registered in the past day Date Average download (MT) Average upload (MT) Average latency Average packet loss 29 Jul 149 Mbps 19.3 Mbps 83.1 ms 0.0 % 28 Jul 110 Mbps 19.3 Mbps 87.7 ms 1.51 %   5G Modem stats Status Up Access Technologies Auto RSSI -117 RSRP -59 RSRQ -11 Connection Info 78 SINR 27 Bandwidth UI 0 Bandwidth DI 0     Hardware VersionSoftware VersionSystem Up TimeGUI Version 1.0 SGJy100058 2d 13h25m12s 5.37.5       26.07.2022 5:11:11 info Interface wan6 is up. 26.07.2022 5:11:11 info Interface wan is up. 26.07.2022 5:11:05 info 5G SA is already disabled, nothing to do 26.07.2022 5:11:04 info Registered service domain is already in the wanted state, nothing to do 26.07.2022 5:11:04 info UE usage setting already set as Data centric, nothing to do 26.07.2022 5:11:04 info autosel already enabled, nothing to do 26.07.2022 5:10:54 info Interface loopback is up. 26.07.2022 5:10:54 info Interface lan is up. 26.07.2022 5:10:54 info network-osu is starting... ... View more

Hi @sarahandre, We do not recommend a specific 3rd party modem/router but we suggest to check their reviews before you purchase. You also have the option to check the article that we made about 3rd party modem/router for TPG NBN-BYO (Data Only Plans). List of Non-TPG supplied Modem/Routers for use with TPG NBN BYO Data Only Plans   Should you require more assistance, let us know.   Regards,   Hello,   I would like to know if one of these 2 modems is good to be used with tpg NBN - NetComm CloudMesh Gateway NF18MESH - Tp-Link AC1600   Thanks ... View more

Hey, @vm Could you send us a PM with your details (Username/Customer ID) also the reason why you wish to return the equipment so we can check this with our Team. How to send a PM?    Regards,   Hi,  I need to return a modem I received today. The courier didn't ring the door bell so I could not tell him that I had to reject the delivery as per TPG customer service advice. He left it on my door step.  ... View more

Hi @Happy-camper-69, Could you send us your details (Username/Customer ID) so we can check this with our Team. How to send a PM?    Regards,   Hi @Shane , This is not acceptable.  In order to create a new slave address I would need to provide the new email account username and password to the support team which is not acceptable as this comprimises my security. The email account services are depcricated for over 4 weeks already, as a TPG user I was not notified of the issue occuring so have little confidence being notified when it is resolved.  I am presently paying for services I cannot use and helpdesk support are unable to advise when this issue wil be resolved. The current level of service from TPG on this matter is not acceptable.  As a long-term TPG customer I am very disappointed. ... View more

Hi @thansra162, We do not have information on how to setup the TP-Link Deco Mesh hence we do have exiting threads on how to setup this router please see the links below.   TP-Link Deco M5 How to connect a TP-Link Deco E4 mesh system to the Archer VR1600v using NBN FTTN tp-link deco m5 and archer vr1600v compatibility Regards,   Thanks. Can I use my TP-Link Deco Mesh with this modem to extend the Wi-Fi range ? How would I do it ? ... View more

Hi. At this point creating of slave email can only be done with the assistance of our team. We will be posting an update as soon as the feature becomes available again.    Hi @Ahra_G  & @Shane , Great that you are improving services to reduce phishing and improve email security, however what does this have to do with my ability to create my own additioanl slave email accounts? I can have up to 19 slave accounts from my primary and it is not acceptable that I have to do this with the assistance of TPG support as this compromises my level of personal email security. Please recitify the issue as a matter of urgency. Thanks.  ... View more

We remove the details for security purposes. We will chase this with our Accounts Team to provide an update with the modem/router's delivery, could you send us a PM with your best contact number and preferred time today? How to send a PM?    Regards,   Profile name :- xxxxx I’d number :- xxxxx ... View more

Hi @Happy-camper-69, The Slave E-mails are available only with TPG NBN and old TPG-ADSL2+ service which comes with POP3 E-mail.   Regards,   Hi Shane,   I'm capable of setting up my own slave email accounts via the account setup page so I don't need tech support help with this part, I just want to know when the issue will be resolved that is presently stopping me from being able to create new slave accounts at my discretion. Also, you did not answer my other question - "Just confirming that 19 additional slave accounts are configurable regardless of my account type? " Thanks   ... View more

Hi @Happy-camper-69,   Can you send us your details via PM also include your best contact number and preferred time. We will arrange our Accounts Specialists Team to help us setup the Slave Email. How to send a PM?    Regards,   Thanks for the quick response.  Just confirming that 19 additional slave accounts are configurable regardless of my account type?  Also at present the ability to create slave accounts is unavailable in the toolbox. refer attached image. Please advise when this will be resolved. Thanks ... View more

Hi @CliveBeck, Could you send us your details (Username/Customer ID) so we can check if the exiting TPG E-mail address can be migrated to the new TPG-NBN service. How to send a PM?   Regards,   Can I keep my current email address if I change to TPG NBN? ... View more

Hi @Happy-camper-69,   A Slave email is a separate account that has it's own inbox. Aside from your main TPG account, 19 more email accounts can be created.  1. Log on to your TPG account by entering your TPG username and password in the "Your TPG Account" section on the home page: https://cyberstore.tpg.com.au/your_account 2. Click on the 'Manage your email accounts' link. This is located under the section headed "Email Management." 3. Click on the link "Add Slave User," enter the desired email address and password. Please make sure to keep it within the required parameters. 4. Click "Create Account" to submit the request.   Let us know should you require further assistance.  ... View more

Hi, The Direct Debit payment posting may take 3-4 working days. Let us check the payment and service status, could you send us your details (Customer ID/Mobile number )to better understand the situation.  How to send a PM?    Regards,   Hi,   I recently changed the name on my TPG mobile account which seemingly removed my payment methods before going away on holiday. Upon return I found my account had been blocked from mobile services as the bill had not been paid.   I tried to pay the bill via credit card online, but my card would not work with the TPG system so I used a direct deposit instead. It's now been over 24 hours since I spoke to support who said they would process the payment ASAP and reenable my mobile services. I can't now add a different credit card for instant payment as there is an existing payment transaction is in progress   I would like to speak to a support officer, but cannot make a call as my services have been halted. I just want to pay my bill as I really need to use my phone again.   Thanks ... View more

We did an article that will help you check the status of the declared outage on the area, please check the link below.   How to Check for NBN Network Outage   Should you require more assistance, please let us know.    Regards,   Just got a note about maintenance which is going to interrupt my NBN. Is it, again just road work outage or you are really coming to fix broken line? Talking about Croydon, Liverpool road, 3/8 this year Thanks ... View more

Hi @adk, Let us check the status of the network, could you send us a PM with your details (Username/Customer ID) together with the address on file so we can proceed with initial investigation. How to send a PM?    Regards,   Hi Shane,   Reset the router, tried different browser, Firefox this time. Different speed test site - OOKLA, tp-link speed test - both show download speeds above 50Mbps ( grabs attached)   Downloading a few different files from google drive (assume that would yield fast downloads) , one from my drive one from someone else's  - both show speeds of just above 5mpbs ?   So the 5mbps cap mystery continues. Thanks heaps for looking into this and helping me out.  I've been on this NBN plan for years btw.  This download speed cap is not a recent happening/observation. I just decided to report it today. Forgot to mention, if I download multiple files , the agregate download speed becomes 5mbps. So one file will be 1.5mbps, one will be 3.0mbps, and one will hover around/below 1.0mbps. ... View more

Hi @ppoorab1, If you are not sure with the TPG password, you have the option to retrieve it by following this article below.   Forgot your TPG account password?   You may also try to enter both TPG username and password with the domain '@tpg.com.au' on the modem/router's settings. Let us know how it will go.   Hey,    I failed to replace my TPG provided router, AC1200 with my new AX55 router on my NBN FTTP connection. I used connection following things:   Connection Type : PPPoE Username: TPG-ID@tpg.com.au Password: TPG login password   I am not sure if i am doing something wrong.    As I did not remember my TPG password, I recently reset it. Can this be causing the issue? If yes, I am nor sure how to retreive the old password.   I see a password used on my existing router but it is encrypted, so can't retreive it. Please guide. ... View more

Hi @adk,   Try to reboot the modem/router or try different browser and perform another speedtest and check if any improvement with the download speed. This is usually caused by the network used by the host of the file.   Let us know how it will go.   Regards,   Hi there TPG team,   Have had this issue since day one of my NBN install and it's finally bothered me enough today to follow this up.  I am on the NBN FTTC SL Bundle Fast - NBN50 plan.  My tp-link mesh router and speed tests via websites always report somewhere around a 50MBps download speed   (image attached), all my downloads via chrome or synology NAS however (image attached) always cap out at a download speed of 5mbps  ?  I've never ever noticed a download speed any higher than 5mbps.  Why ?   Would love to get an answer to this and solve it once and for all.  Cheers.    ... View more

Hi @Mr_Prince, What type of NBN technology do you have? My understanding is you wish to connect the laptop straight to the NBN box is that correct? For the laptop to get a connection, you will have to create a dialer on the laptop.   How to create a Dialer?   1. Go to “Control Panel”, then click on “Network and Internet” 2. Click on “Network and Sharing Centre” 3. Click on “Setup a new connection or network” 4. Click on “Connect to the Internet” 5. Click “set up a new connection anyway” 6. Choose “Broadband (PPPoE)" enter  your TPG username and Password.   Regards,   , I have viewed posts with similar issues and followed the advice given. My wifi router works fine. I am attempting to create a wired connection direct to nbn device. Only one (number one, the connection to NBN cable) of the ports on my NBN device are illuminated green. I have attempted to wire act5e cable to the NBN device without succes. I have used a variety of cat5e cables, all of which work when plugged into my wireless router connected direct to laptop. Error message when connecting laptop to nbn device is attached ... View more

Let's go ahead and fix this, @mike231. Could you send us your details (Customer ID/Mobile number) to better understand the situation, also confirm your best contact number and preferred time, we will arrange our Mobile team to contact you. How to send a PM?    Regards,   Over a week ago my debit card that was used for monthly payment was compromised and cancelled. My mobile plan couldn't credit the cancelled card. I changed my payment details on the TPG portal to direct debit and attempted to make payment on the oustanding balance of $20. It says, still nearly a week later "An existing payment transaction is in progress" and I can't do much. My bank account has been credited the amount of $20 recently yet my TPG account still says there's a $20 payment due, perhaps due to delay? It's now a fresh month for my phone plan and I have no data, still no refunded money left in my bank account now as it's being disputed slowly (Had to cancel it because of fraudulent transactions nearly emptying it) and I had $28 in there before the credit. So now I have no phone credit or data, $8 in my bank account and I can't call support. Am I supposed to infinitely wait for this resolve itself or what?? ... View more

Hi @Deardleyharris,   We would love to help and see what options we do have, could you send us a PM with your details (Customer ID/Mobile number). How to send a PM?    Regards,   I am travelling overseas for 12 mths but want to keep my TPG number. Can I change my plan to the $1/mth plan. I am a long term TPG customer. Thanks ... View more

Hi @twt510, We will proceed with further investigation with the help of our Technical Team, send us a PM with your best contact number and preferred time today so we can have them contact you for real-time test.   How to send a PM?  Regards,   Hi Joey, I done everything you mentioned but problem remaining the same. For some reason, 2.4Ghz is just not working under all different settings.   I did few troubleshooting and can conclude the 2.4Ghz band is not functioning properly. Without set the 2.4Ghz band width to 20mhz, the wifi speed test is like 1.3Mbps if it is working at that time. Can I pls request to return this modem and get a different brand of modem if Tpg cannot fix my problem?Thank you ... View more

Hi @shirleychor306,   We responded to your initial post located here and awaiting for your details.  Send us your details (Username/Customer ID together with the address on file) to better stand the status of the refund. How to send a PM?    Regards,     ... View more

Hi @itachi46,   We'd love to help get to the bottom of this, could you send us your details (Username/Customer ID together with the address on file) so we can proceed with the initial assessment and investigation.   How to send a PM?    Regards,   Hi, we have intermittent internet connection since 2 days ago. I checked TPG outages and NBN outages pages and no issues recorded. Can you please check. Thank you ... View more

Hi @82287583, Let us help get to the bottom of this, could you send us your details (Customer ID/Mobile number) also your best E-mail address that we can use for our Mobile Team to contact you. How to send a PM?    Regards,   Hello I am in Dubai and my International Roaming isnt working like it should be. It is connected and it says 4G but I am unable to send or receive messages. I am currently stuck using the airport WIFI trying to fix this issue. I hope to hear from you soon on hjow to remedy the situation ... View more

We got you, @sandes2 Let us have a look and see what causing issues with the service, could you drop us a PM with your details to proceed with the initial assessment. How to send a PM?    Regards,   Hi,   My Network Connection Device won't connect to the internet. The connection light alternately flashes between red and blue and clicks, while the broadband and LAN lights aren't on at all.   Neither the NBN or TPG are showing outages in my area.   I have tried resetting my NCD and plugging it in to a different telephone wall socket with no result.   Please run a line test to check for a network fault. Thank you. ... View more