Hi @febeslab65 ,   Let us see what we can do with the modem troubleshooting. Could you send me a PM with your details?   How to send a PM?   Regards,   Hi @Shane ,   Thanks for the quick reply. QoS is needed because the router, by default, does not fairly split the bandwidth. I have multiple people at home downloading and uploading massive amount of data for work, which interferes with video conference.   I have been a long time TPG customer and just recently moved and stayed with TPG. Please, is it possible to reach engineers for a firmware with QoS? ... View more

Hi @RobH ,   Let us help understand what happened with the account and see what we can do about the refund.   Could you send me a message with your details to better understand the situation?   How to send a PM?   Regards,   We have had an IMAP email account for ages and now that we have transferred across to TMC these clowns have charged me for the next year. I have made 6 requests for a refund which they agreed to do so over the phone and in writing and they still REFUSE to make the payment. It's time that we took these people to the courts for deceptive and misleading conduct.   ... View more

Hi @Cusack ,   Let us help check what is causing issues with the dropouts of the connection and see what we can do to rectify this.   Could you flick me a message with your details via PM?   How to send a PM?   Regards,   Nearly every day my internet drops multiple times, usually for 5-10 mins. Originally had tp-link archerv1600 issued by TPG which did the same thing, upgraded to Netgear Nighthawk D7000, same behaviour. This has happened at (now) 3 different properties and tested with multiple modems. I thought it was an issue with Modem-router overheating (it did get warm every time the net dropped); swapped d7000 to standalone modem mode, and hooked up Asus TUF AX4200 as a standalone router to limit the load on the D7000. Same thing happens. I have tried checking logs on the modem, but all it ever shows was 'dsl up' and 'dsl down'. I have previously had TPG technicians sent out, always finding some sort of issue that they 'fix' (eg: bad routing at the node, broken cables, high noise margins etc), yet the exact same issue has persisted. Sometimes it goes a week without dc'ing, but over 50% of the time it will drop at least once if not many times a day (4 times today alone). I work from home and its incredibly impactful. Does anyone have any advice on how to best configure both the D7000 (though in modem only mode theres not much to be configured there) and the AX4200 I have now added to the set up; eg: specific settings that may affect the stability of the connection. ... View more

Hi @mikanafam ,   Let us help check the latest firmware on the modem. Could you send me a message with your details?   How to send a PM?    Regards,   Hi. My firmware is on 0.1.0 0.9.1 v5006.0 Build 200810 Rel.53181n. Where can I download the most recent firmware so I can update my Archer VR1600V v2? Thank you ... View more

Hi @febeslab65 ,   The QoS feature is not available in the modem/router interface. May we know the reason why you need to access the QoS?   Regards,   Hi, please I am also trying to use QoS feature of same modem provided by TPG, thanks.   ... View more

Hey, @6766275    Let us coordinate this with our accounts team and have them contact you to discuss the details of the cancellation procedure.   How to send a PM?   Regards,   I wish to have my NBN account cancelled as i have already changed service providers. where can i lodge my notice of this and to whom? ... View more

Hi @alvinlam ,   You may still use the modem or router if you move to a different location. Although it will depend on the available technology at the next address,   Could you flick me a message with your details so we can check if the modem is still required to return after the service cancellation?   How to send a PM?   Regards,     Modem return Hi I have a question about TPG modem. I'm a new user with FTTB no lock-in contact plan but having some questions I would like to know more about for future use in case I need. So there are several cases with several situations that I want to ask:   First, in the case that I move to another location, am I still able to use current modem? Second, in the case that I cancel my contract with TPG, do I need to return the modem ? In which circumstance I can keep it with me ? And what happen if I don't return it ?   Please help me whenever possible.   Thanks, Alvin ... View more

Hi @Ascidian99    Make sure that your Email client is updated with TLS 1.2 or 1.3 version. Check the settings here: https://support.tpg.com.au/email-settings   Please note:   From 7 November 2022 onwards we will no longer support TLS versions 1.0 and 1.1 for email. TLS 1.0 and 1.1 have been around for a long time and have become outdated. The security of TLS 1.2 and TLS 1.3 is significantly higher compared to the older versions making sending and receiving emails more secure.   If you are using an older mail client or operating system on your device and if you experience any issues with sending or receiving emails, you might be affected by the discontinuation of TLS 1.0 and 1.1.   The best way to solve the issue would be by updating your mail client (Mail, Thunderbird, Outlook, etc) and operating system. We recommend checking for any updates for your mail client that support TLS 1.2 or higher (ideally upgrade to the latest version). In general, it is recommended to check for updates regularly to ensure that everything works smoothly and that security options are up-to-date.   IMPORTANT: We no longer provide email services as part of the TPG broadband service. ... View more

Hi @bfindlay,   Let us help understand what caused the cancellation of the NBN service and see how we can help. First, we'll grab your details. Could you flick me a message?   How to send a PM?   On the other hand, you will receive an email from The Messaging Company to confirm that your transfer is complete.   Thanks,   ... View more

Hi @Ameliaeliza ,   Let us help coordinate your cancellation request with our accounts team. First, let us grab your details. Could you flick me a message with your details?   How to send a PM?    Regards,   Hello, I’m looking to cancel my 5G broadband. I have moved houses where 5G isn’t available and they have a pre existing connection to NBN. I haven’t used the 5G internet for 2 months because I’ve been unwell for that time and I am needing to cancel it ASAP! ... View more

Hi @jaydle99 ,   Let us help check the status of the 5G home broadband service activation and see what we can do to expedite this.   Could you flick me a message with your details?   How to send a PM?   Regards,   ... View more

Hi @kyliewalsh ,   Let us help check what is causing issues with the service and see what we can do to fix this.   To check the TPG outage you may visit our service status page here: https://support.tpg.com.au/servicestatus   Could you send me a message with your detials via PM?   How to send a PM?    Regards,     ... View more

Hi @ahnafazmain69 ,   Are you still having issues with the activation of the SIM? If yes, let me help and see what options we can use to activate the SIM. Could you send me a PM with your details?   How to send a PM?    Regards,   Hello! I activated my new sim today from Lebara to TPG and now it's not working like I can't make a call or send any sms even I'm not receiving anything. When I try to make a call they are telling me to activate the sim first but I can't login in the website because I couldn't able to get a code because it's not working so Can you help me with that? ... View more

Hi @0404823583 ,   Let us help and see other options that we can do to update the payment details of the account. Could you send me a message with your details?   How to send a PM?    Regards,     I can't add prepaid credit because this message appears: "To add a prepaid credit, you will need to pay any amount owing on this account" And chequing my payment details, this otrer message appears: "An existing payment transaction is in progress" Please, help. ... View more

Hi @Nieco ,   Kindly check your inbox. I responded to your message, and I will wait for your response.   Regards,   We have sent you a DM with no replies. It is dropping every day for a few sceonds multiple times per day. This is not acceptable in working conditions. Please suggest a modem to buy or to improve the situation. The bar are all green/etc ... View more

We understand. Send me a message with your details, and we will treat this as a complaint and have our complaint resolution case manager contact you.   How to send a PM   Regards,   The problem with that plan is that:   1 - it requires the modem to be online running possibly malicious code for an unspecified amount of time while the engineering team attends to the support ticket.   2 - I have no way of verifying that an update/reflash actually occurred.   It's not good enough to say you don't supply the file. That is inadequate support for a product you sell, honestly, that seems like an ombudsman issue to me. ... View more

Hi @maomaoda678    Is this the only game affected by the licensing issue? Let us help understand what could cause this and how we can fix it. Could you send me a message with your details?   How to send a PM?    Regards,     ... View more

Hi @naras987 ,   TPG NBN100 plan comes with 90mbps download and 17mbps upload speed.    For more details about the plan, you may visit this link: https://www.tpg.com.au/nbn/nbn100-plan   Could you run a speed test and post the test result on this thread?   Regards,     ... View more

Hi @mclapd    We want to keep you as a customer. Let us take this opportunity to turn around your experience and understand what causing issues with the connection speed.   Could you flick me a message with your details?   How to send a PM?   Regards   I have been using TPG for over 3 or 4 years. But, I don't know why recently TPG nbn has started disconnected often and got slow and recently I got a better offer ($22 off from the current bill for 6 months) from a bit of well-known ISP. I wanted to cancel TPG but I can't seem to find the way to request by my registered email, mobile app, or TPG website.   How can I ask TPG to terminate NBN service through one of the above 3 ways? I don't like to make a call or get a call from TPG. This is definitely, the last option.   Thanks! ... View more

Hi @j238723    We can check the firmware and request an update from our engineering team over-the-air; however, we do not provide a file of the firmware.   Send me a PM with your details to better understand the situation.   How to send a PM?    Regards,   I understand that this is your normal process, but you need to provide a solution for reflashing firmware for security reasons. This is basic fuctionality for modem/routers, and TPG carries a responsibility to provide basic support for their product. I imagine it's a breach of consumer law in Australia to sell a product without this basic support. Otherwise the product becomes unusable as soon as there is a security breach.   I am willing to take the risk of reflashing, but I will need to be supplied with the file. Can you please do this? Thanks.   ... View more

Hey, @mikel    Let us help update the registered mobile number on the account. Could you flick me a message with your details to better understand the situation?   How to send a PM?   Regards,     ... View more

Hi @dmatrone ,   Could you flick me a message with your details to better understand the situation and see what modem settings we need for the internet to work?   How to send a PM?    Regards,   Hi I just purchased the same modem today and am having the same issue, WAN light is red on the modem, when replacing with a working modem. Connected to the NBN box. I tried disabling dual WAN and set it to WAN primary. 802.1q is disabled and I set 802.1P to 1, and set VLAN ID to 2, and set WAN connection type to PPOE as per your picture. Can you please send me a pic of your settings screen, so I can check if the rest match. Also is there anything else I need to do? Thanks been trying to get it working all day! Appreciate your help ... View more

Hi @4325652    Let us help coordinate this with our accounts team to discuss the charges of the email and better understand the situation.   Could you flick me a PM with your details?   How to send a PM?    Regards,   TPG's statement that: "TPG will pay The Messaging Company email service charge until 15 September 2024." is as promulgated on their webpage here: https://support.tpg.com.au/tpg-email-messaging-company   In fact, TPG advance billed my account for email service for the period from eighteenth september 2023 to seventeenth september 2024.   TPG has not refunded my account for the advance billing for the email service and have not given me any indication they intend to do so.   FYI, I would suggest others check their TPG accounts and the in-voices therein to monitor this practice of TPG's to pay for the TMC email service up to 15 September 2024, not from TPG's funds but instead from YOUR (TPG account) funds. ... View more

Hi @ccvale    Could you flick me a message with your details so we can chase this with our postmaster?   How to send a PM?   Regards,   It was sent to Jerico "Postmaster" on 17/11/2023 Thanks heres a copy Hi Jerico, Below is the message header As I suspected tpg spamchecker blocked it? Regards Craig   From: ccvale@tpg.com.au [mailto:ccvale@tpg.com.au] Sent: Friday, 17 November 2023 1:25 AM To: craig@aabiocannabis.com Subject: No Subject   Return-path <MAILER-DAEMON@spool-host17.tpgi.com.au> Received from deliver ([unix socket]) by spool-host17.tpgi.com.au (Cyrus v2.4.13) with LMTPA; Fri, 17 Nov 2023 01:19:27 +1100 from rpt-glb-asav1.external.tpg.com.au (rpt-glb-asav1.external.tpg.com.au [60.241.0.10]) by mx1.tpgi.com.au (envelope-from ) (8.14.7/8.14.3) with ESMTP id 3AGEIGLs028618 for <ccvale@tpg.com.au>; Fri, 17 Nov 2023 01:19:23 +1100 from localhost by rpt-glb-asav1.external.tpg.com.au; 17 Nov 2023 01:19:06 +1100 Message-id <e180d8$9570tc@rpt-glb-asav1.mgt.tpgtelecom.com.au> Date 17 Nov 2023 01:19:06 +1100 To ccvale@tpg.com.au From "Mail Delivery System" <MAILER-DAEMON@rpt-glb-asav1.external.tpg.com.au> Subject Delivery Status Notification (Failure) Mime-version 1.0 Content-type multipart/report; report-type=delivery-status; boundary="IKuEg.62aMpql/n.5Dic6UK0bAo.DZFn/L6" X-spam-status No, score=6.0 required=10.0 tests=ALL_TRUSTED,FSL_BULK_SIG, HTML_MESSAGE,RAZOR2_CF_RANGE_51_100,RAZOR2_CHECK,T_SCC_BODY_TEXT_LINE autolearn=disabled version=3.4.2 X-spam-level ****** X-spam-checker-version SpamAssassin 3.4.2 (2018-09-13) on spamd-v9.tpgi.com.au To me it looks like tpg's  SpamAssassin 3.4.2 (2018-09-13) on spamd-v9.tpgi.com.au blocked it? ... View more

Hi @shadfars ,   Let us see what our options are for you to get access to your online log-in. Is the mobile number registered to the TPG account?   Let us grab your details; could you flick me a PM?   How to send a PM?   Regards,   I can’t top up because MFA is sent to ky other number which has no roaming. How could you help me? ... View more

Hi @comatots ,   Let me check and see what we can do. Could you flick me a message with your details along with a brief summary of the modem/router setup you wish to make?   How to send a PM?   Regards,   Thanks Shane - could you please assist with what my brother outlined? It seems there’s still voice attached to my account (comatots) which is causing the connection to require VLAN. If this can be disconnected and my connection made purely data, this should enable me to use the Grandstream without needing to purchase any additional hardware. I tried calling the support desk the other day and was on hold for over an hour which is time I don’t have - I was only able to last week as I was on leave. I am unable to find any email address or support ticket lodgement option anywhere and I would like to get this sorted out asap. Thanks again Smiley Happy     ... View more

Hi @Peter58 ,   Does your mobile number have international roaming turned on? If not, make sure it is turned on to receive a verification code. We created an article that you may find helpful on how to activate international roaming. TPG Mobile International Roaming - FAQ   Regards,   Who can I contact online ,  re: not receiving a verification code to log-in whilst in USA , regards .. Peter58   ... View more

Hi @comatots ,   We created a list of high-speed modem/router please see the article below.   High-Speed NBN BYO Modem Requirements   Regards,   Thanks Shane - The supplied modem/router I have is the TP-Link Archer AC1600 which only has a maximum broadband speed of 100mbps, whereas the Ultrafast offers up to 450mbps during peak times.   How do I go about getting a replacement modem to accommodate these speeds? It's a bit impractical paying extra for the ultrafast if I don't have the required hardware to facilitate them, and would explain why my speeds have been so low this entire time. Would have been good to know this when I was offered the upgrade!         Many thanks ... View more

Hi @JS11 ,   Are you still having issues with the service? If so, let us help check what is causing issues with the service and see what we can do to fix this.   Could you send me a message with your details and the troubleshooting steps you have taken so far?   Regards,     Needing help with internet outage since 11am yesterday 17/11. Looked at nbn outages & nothing showing for our address. Checked tpg outages & same. Have tried calling for assistance but been on hold over an hour each time. Haven’t got time to stay on any longer each time. Need help as over 30 hours no internet. Just stopped & have tried all the on: off .   ... View more

Hi @spinier    Have you tried running a speed test on a desktop or laptop connected via LAN? If yes, what is the result of the speed test?   Could you flick me a PM with your details to better understand the situation?   How to send a PM?    Regards,   I am connecting to 5GHz. Disabling Band Steering makes it worse. ... View more