Hi @irenas7,    Were the charges regarding usage or an add-on service? Message us privately with your Customer ID or username so we can look into the said charges for clarification.    Thanks!  Ahra_G ... View more

Hi @matthewrandalls,    We can have the porting status confirmed by our Mobile Team. Please PM us with the mobile number or account number so we can reach out for assistance.    Thanks!  Ahra_G ... View more

Hi @birdyben,    We've detected that your modem is in session and should already have internet access.    Let us know if you require further assistance.    Thanks!  Ahra_G ... View more

Hi @Heidimwr,   We want to make sure that you will be able to use the roaming without any fuss on your next trip. Let's have a look on what happened in this instance. Send in your TPG mobile number or account number via private message so we can check your account.    You may also have a read on this article: TPG Mobile International Roaming - FAQ     Thanks!  Ahra_G ... View more

HI @enzo78au,    Let's confirm whether your modem already has the latest firmware. We'd also like to proceed in checking the status of your connection.    Please send in your Customer ID or username via private message.    Thanks!  Ahra_G ... View more

Hi @dianneforster   As we've advised on this thread, if you are getting a different IP address or location, this has something to do with the 'geolocation' and it's powered by third-party databases. The location information is usually a close approximation, but isn't 100% accurate all the time. Depending on a number of factors, the results from their database may be very accurate or quite wrong.   If your location is displaying incorrectly, the quickest way to correct the issue is to change your location settings with the content provider (the website or app).   Furthermore, ISPs route all their traffic to a fairly central location before it reaches the public internet. As such, regardless of where you are actually located, your internet traffic will appear to be coming from the location of the ISP's exit point.   Let us know if that helps.    Note: We've modified your post for your privacy and security as it contains your account information.    Thanks!  Ahra_G ... View more

Hi @Iqbal12,    We'll go ahead and have this confirmed by our Accounts team and we can see that there is a refund request raised.    We'll get in touch as soon as we have more information regarding the refund.    Thanks!  Ahra_G ... View more

Hi @proavacoda, There are different types of dropouts that you may experience: 1. Network dropouts, this dropout is caused by a line fault on TPG or NBN's network. Affecting all device(s) LAN/Wireless connected to the modem/router this may require a real-time test and investigation by our Technicians and Engineers. 2. Wireless dropouts, this issue only affects the device(s) connected via Wi-Fi which can easily be fix by doing adjustment to the modem/router's settings. 3. Dropouts caused by ongoing outage in your area.   Please send in your Customer ID or account number via private message so we can do remote tests on your line.    Thanks!  Ahra_G ... View more

Hi @rovodixu,    Let's see how the connection is going on your end. Please provide us with your Customer ID or username via private message so we can get started.  Thanks!  Ahra_G ... View more

You're very welcome, @tmcgowan01! :) Feel free to reach out to us again should you require any assistance. Cheers!  ... View more

Hi @phnomenon,    We'd like to check what's causing these dropouts. Send in your Customer ID or username via private message so we can remotely test your connection.    Thanks!  Ahra_G ... View more

Hi @Jethro,    For newly installed services or setup for new equipment, you may check out this article: New Connection Setup    For further help, please send in your Customer ID or username via PM.    Thanks!  Ahra_G ... View more

Hi @Soulara,   For customers experiencing connection issues with their service, we recommend the best thing to do first is check if there's an outage.   Check our Service Status page for any known outages. If you're on NBN, we have created this article that can guide you on How to Check for NBN Network Outage    If there are no known outages in your area, you can proceed with the troubleshooting steps indicated on this link:    Wi-Fi troubleshooting steps - No Internet/Connection If the issue persists, let us have your Customer ID or username via private message so we can check your service.     Thanks!  Ahra_G   ... View more

Hi @Poovarasan,    Let us have your TPG account details (Customer ID, username or account number) via private message so we can have an Accounts Specialist to assist you.    Thanks!  Ahra_G ... View more

Hi @marksymons01,    If you have concerns settling your bill or wish to discuss options available to you regarding the account, please refer to TPG Financial Hardship Policy at https://www.tpg.com.au/terms_conditions/financialhardship   Regards, Ahra_G ... View more

Hi @Mary12,    If there are no known outages in your area, you can proceed with the troubleshooting steps indicated on this link:    Wi-Fi troubleshooting steps - No Internet/Connection If the issue persists, let us have your Customer ID or username via private message so we can check your service.    Thanks!  Ahra_G ... View more

Hi @Chivers11,   There are different types of dropouts that you may experience: 1. Network dropouts, this dropout is caused by a line fault on TPG or NBN's network. Affecting all device(s) LAN/Wireless connected to the modem/router this may require a real-time test and investigation by our Technicians and Engineers. 2. Wireless dropouts, this issue only affects the device(s) connected via Wi-Fi which can easily be fix by doing adjustment to the modem/router's settings. 3. Dropouts caused by ongoing outage in your area.   Please send in your Customer ID or account number via private message so we can do remote tests on your line.   Thanks!  Ahra_G ... View more

Hi @pimolwanj   For customers experiencing connection issues with their service, we recommend the best thing to do first is check if there's an outage.   Check our Service Status page for any known outages. If you're on NBN, we have created this article that can guide you on How to Check for NBN Network Outage    If there are no known outages in your area, you can proceed with the troubleshooting steps indicated on this link:    Wi-Fi troubleshooting steps - No Internet/Connection   If the issue persists, let us have your Customer ID or username via private message so we can check your service.   Thanks!  Ahra_G ... View more

Hi @rose5838,    Is this for a homephone or mobile service? Please send in your TPG account details (Customer ID, username or the homephone/mobile number) via private message in order for us assist you.    Thanks!  Ahra_G  ... View more

Hi @coiley69,   For customers experiencing connection issues with their service, we recommend the best thing to do first is check if there's an outage.   Check our Service Status page for any known outages. If you're on NBN, we have created this article that can guide you on How to Check for NBN Network Outage    If there are no known outages in your area, you can proceed with the troubleshooting steps indicated on this link:    Wi-Fi troubleshooting steps - No Internet/Connection   If the issue persists, let us have your Customer ID or username via private message so we can check your service.    Thanks!  Ahra_G ... View more

Hi @Pinkyoshi,    Could you please also do trace route? Is this your typical ping results?    Thanks!  Ahra_G ... View more

Hi @Robbieasy,    Here are some articles you can check out in relation to your concern:    Slow speed issue 5G Home Broadband - Troubleshooting Speed issues Otherwise, please PM us with your Customer ID or account n umber for further assistance.   Thanks!  Ahra_G ... View more

Hi @Madznet,    It's best if we can have a look at the status of your service remotely.    Please send in your account number or Customer ID via private message.   Thanks!  Ahra ... View more

Hi @Happy-camper-69, as advised, we still do not have an ETA on when this feature will be made available.    We absolutely understand your aim and perspective when it comes to personal security and that is what our privacy team is trying to achieve; to provide a more secure and safe email experience for all of our customers.    If you are in need of creating a slave email now, we can have a specialist to assist you. As soon as the slave email is created, you may then proceed in resetting your slave email password instantly.            ... View more

Hi BJ, we can have our Mobile team to assist you on this.    Could you please confirm the following details?  Full name:  Date of birth:  Registered email address:  ... View more

Hi @bjnekeman,    We recommend you to check the steps from this article: How to Activate Your TPG Mobile Sim Card   Otherwise, let us have your TPG mobile  number or account number via private message so we can check the status of your mobile service.    Thanks!  Ahra_G ... View more

Hi @Happy-camper-69,     As technology is constantly changing, we are also continuously trying to improve all of our services. We aim to reduce phising emails and ensuring greater email security. We are definitely working on reinstating this feature in the future. We'll be sure to post and update this in our website and community page.    Thanks!  Ahra_G ... View more