The TPG FTTB installation process generally takes 5 business days start-to-finish, however, in some cases, it can take longer.   Here’s what to expect in the coming days:   Step One: Confirming Your Address Our team will check that your address is compatible for TPG FTTB.   Step Two: Initial Payment Once we know your home can access TPG FTTB, the following charges will be made to your nominated account. The first month’s plan fee Prepayment If applicable, the following will also be charged: Setup cost Equipment (e.g. modem if purchased through TPG) Equipment delivery fee   Step Three: Modem dispatch Your included WiFi modem will be configured and dispatched   Step Four: Installation Appointment We’ll contact you via email to book your installation appointment with one of our technicians.   Step Five: Activation We’ll send you an email when your TPG FTTB service is active.   Have any questions? Please email fttborders@tpg.com.au or call our Service Delivery team on 1300 993 012 (8am to 8pm EST, 7 days a week). ... View more

To support network capacity and to meet future system upgrades NBN requires some HFC (hybrid fibre co-axial) customers to use the latest version of HFC connection box before the end of 2020. This equipment upgrade is the next step in improving the experience of the NBN network in some areas.   How will I know if I am part of this program?   Customers who have the older version of the connection box most likely signed up during or before 2017 and have the older style connection box which look like the image below.                   If you are one of these customers, NBN will identify it and will communicate with you directly. If you are part of this program, you will receive a letter and a self-install kit for you to swap the connection box yourself.   What is the process for this program? If you are one of these customers NBN will initially send you a letter to advise you about the connection box change and a few weeks later they will ship you your new connection box. You will need to follow the instructions included and perform the swap yourself. Changing the connection box should take approximately 20 mins to complete. For an overview of the connection box installation please visit www.nbn.com.au/hfcswapbox.     What if I need some assistance with changing the connection box? Who can assist me? If you require assistance or you are experiencing any difficulties with your service, please contact the TPG Technical Support on 1300 997 271 and we will be more than happy to assist you. What happens if I don’t upgrade my NBN connection box?   If you don’t replace your NBN connection box, you may experience periodic service performance issues in the future. In some scenarios your service will stop working.   What if the swap doesn’t work? Will my service stop working?   It takes approximately 10 mins for the new connection box to connect to the NBN network. If you follow the instructions and your new box isn’t working you will be able to plug in your old box but we would need you to contact our technical support team on 1300 997 271 and report the problem so we can arrange a replacement box to be sent to you. ... View more

Check out our video guide or read the steps below.   Whether you have ordered a new service from TPG or you are an existing customer changing to NBN, you can use the My TPG app to track your installation. This article will also show you how to reschedule your NBN appointment.   1. If you haven't already, download the My TPG app from the App Store for iOS, or Google Play Store for Android.   2. Open the My TPG app and log in using your TPG Username or Customer ID, followed by your password. These details will have been in an order confirmation email from TPG.     3. Tap Track your Installation. Here you will see the latest updates regarding your TPG NBN installation.   4. We will always give you the earliest possible appointment for your installation. If you want to reschedule your appointment, Tap Reschedule Appointment, enter the postcode for your installation, and Tap Submit.     5. Here you will see a list of available appointment times. Tap on your preferred appointment time, and then tap reschedule appointment.     A confirmation will be displayed immediately on screen. We will also send you an email and SMS to confirm. ... View more

Check out our video guide or read the steps below   Experiencing a speed issue with your NBN service? Performing a speed test is an important troubleshooting step which can help you determine the cause of your speed issue. Follow our guide on how to perform a speed test via the My TPG app.   1. If you haven't already, download the My TPG app from the App Store for iOS, or Google Play Store for Android.   2. Open the My TPG app and log in using your TPG Username or Customer ID, followed by your password.       3. Tap Your Internet Speed. Here, you'll see information for your TPG account and your speed test history.     4. Tap Test Your Speed. This will test your connection speed, also known as your line or sync speed. The speed test will take a few minutes to run - please make sure to keep the app open and do not navigate to other screen while the test is running.     5. Now you will see the results of your speed test.       If your test indicates that your internet speed is below the Acceptable Speed Range for your service, you will be given an option to lodge a fault with our team. Tap Lodge Fault, fill out the fault form and then tap submit. One of our team members will be in touch with you regarding your speed fault. If the speed test shows a much faster result than the speeds you are experiencing, your speed issue could be a wifi problem or an issue with your modem or cables. Check out our help guide here for some helpful troubleshooting steps to assist you. ... View more

  Check out our video guide on the My TPG app, or read below   We're proud to announce the release of our new mobile app, out now for both iOS and Android. Manage your TPG plan on-the-go with the ability to change your NBN plan, check your connection status, update your details, plus more!     Broadband Support Got a problem with your NBN, FTTB or ADSL2+ Home Bundle connection? Just do a connection test using the My TPG app, and if a problem is detected you can lodge a fault right there without having to call!   Plus you can also: Test your Internet connection speed, even when you aren’t at home Track any faults you have lodged using the My TPG app Track your installation progress   Billing Did you know that using the My TPG app you can change your TPG NBN plan whenever you like? You can move your plan to a higher or lower speed tier whenever you need! Also you can: Check your current and past TPG bills Update your payment details View a 3-month TPG account statement   Manage Your Profile Updating your personal details is a breeze with the TPG app. Simply update them directly in the app if any of your circumstances change. Securely change your TPG account password whenever you need to. It's just that easy!   Currently not all products have been added to the My TPG app. We are working on supporting more products in the future. For now, NBN, TPG Fibre to the Building (FTTB), and ADSL2+ Home Bundle are supported by the app.   Keep an eye out for regular updates as we're continually looking for ways to improve the app.   Try it today! Get My TPG from the App Store for iOS, or Google Play for Android. ... View more

Someone might have stolen your mobile number if: You cannot make or receive calls or messages when you usually can; Your mobile is showing ‘SOS only’ where reception bars usually appear.   What to do if you notice these signs   Check if your mobile service has Ported Out status by logging in to My Account. Check your email for any notifications from TPG regarding a mobile service transfer. Contact us as soon as possible if you suspect someone stole your number.   We also recommend that you: Contact your bank or financial institution straight away and tell them someone might be committing fraud; Consider changing your passwords for accounts such as for your bank, email and social media; Report any fraud to local police or the Australian Federal Police; Report any cybercrime relating to identity theft and online fraud to the Australian Cyber Security Centre; Contact IDCARE on 1300 432 273 if you want help with identity crime or cyber security; Report the activity to Scamwatch.   How someone can steal your number   If a criminal has your personal information, they can steal your mobile number in a couple of ways: An unauthorised port - the criminal contacts a new telco and pretends to be you, sets up an account and ports your number. A SIM swap - the criminal contacts your current telco pretending to be you and requests a new SIM card that has your number. Once a criminal has your number, they can receive SMS verification codes. This means they can get access to services such as your bank, email and social media.   How we can help   If someone ported your number without your consent, we can reverse the port.   If someone made a SIM swap without your consent, we can deactivate the SIM card and send you a new card.   Before a mobile number is ported, TPG carries out additional validation checks to ensure the port is authorised. We send a unique verification code via SMS to the affected mobile number. This verification code is required to authorise a porting request, which helps to protect our customers from having their mobile numbers stolen. ... View more

Need to change your ADSL plan or see if you can upgrade from ADSL to NBN or TPG FTTB? This article is a step-by-step guide on how to change ADSL plans via My Account. This article will also show you how to apply Voice-Add-Ons for your Home Phone service. Check out our video guide or follow the steps below.   Need to change your ADSL plan or see if you can upgrade from ADSL to NBN or TPG FTTB? This article is a step-by-step guide on how to change ADSL plans via My Account. This article will also show you how to apply Voice-Add-Ons for your Home Phone service.   1. Log in to My Account at http://www.tpg.com.au/account                       2. Under ADSL Account Management, click Change your Plan                 3. Enter and confirm your address - this is so we can provide the best plan options for your service. If NBN or TPG Fibre to the Building is available, we’ll also offer you those plans.                 4. Click Start Change of Plan                       5. Select the plan you want               6. Follow the prompts to complete your plan change. You're done! You have now successfully changed your ADSL plan. If you require further assistance, you can chat with our Plan Change Team at https://www.tpg.com.au/chat/planchange-movinghome     How to Apply Voice Add-Ons For Your Home Phone via My Account   It is also possible to add voice add-ons for your home phone without having to change your ADSL plan. The video guide at the top of this article will show you how to do this at 1:19, or follow the steps below!   1. Log in to My Account at http://www.tpg.com.au/account                       2. Click on View TPG Home Phone Service Account                         3. Select your desired add-on           4. Click enable         5. Once you've read and understood the conditions, tick the box at the bottom and click Submit           You're done! You've successfully applied a Voice Add-On for Your Home Phone service. Any voice add-on change will be in effect at the start of your next billing cycle. ... View more

Check out our video guide on all of TPG's Customer Self-Help Options, or read our article below.   From our TPG Community to our brand-new app, we offer a wide range of customer self-help options to save you time and get fast assistance with your broadband or mobile service. Whether you want to check the progress of your installation, change your broadband plan or find a previous payment, you can use one of our self-help facilities below so you can skip the queue and immediately get what you’re after.   My Account My Account is a customer portal where you can securely manage your billing, update customer details, and more. You are also able to change your NBN plan and monitor your account usage via our helpful self-serve tools. Simply login with your username and password and you’ll be able to self-manage your TPG account online with My Account.   Login at https://tpg.com.au/account.   My TPG App My TPG is our brand new app, designed to help you manage your TPG account while you’re on the go. Got a problem with your NBN, FTTB or ADSL2+ Home Bundle connection? Just do a connection test using the My TPG app, and if a problem is detected you can lodge a fault right there without having to call! Plus you can: Track any faults you have lodged Look up your installation progress Check your current and past TPG bills Update your payment details View a 3-month TPG account statement You can also update your personal details is a breeze with the TPG app. Simply update them directly in the app if any of your circumstances change. Keep an eye out for regular updates as we're continually looking for ways to improve the app.   Try it today! Get My TPG from the App Store for iOS, or Google Play for Android.   Live Chat Support Live Chat Support allows you to speak directly with our helpful team and get assistance with any of our products. Simply type in your details along with your query and our staff will assist. Below are links to each our support areas, along with their operating hours: Broadband Sales: 9am-10pm Mon-Fri, 9am-6pm Sat, Sun & Public Holidays Tech Support: 8am-Midnight Mon-Fri, 9am-9pm Sat, Sun & Public Holidays Billing & Customer Service: 8am-9pm Mon-Fri, 9am-6pm Sat, Sun & Public Holidays Installation & Service Delivery: 9am-8pm Mon-Fri, 9am-6pm Sat, Sun & Public Holidays Mobile Sales: 9am-10pm Mon-Fri, 9am-6pm Sat, Sun & Public Holidays Mobile Support: 8am-7pm Mon-Fri, 9am-6pm Weekends & Public Holidays   For an overview of all of our Live Chat Support channels, visit https://www.tpg.com.au/support/contact/.   TPG Support TPG Support is an expansive gateway designed to assist you with all things TPG. Whether it’s help with setting up your connection, troubleshooting advice for slow speeds, or if you’re looking for modem guides, our gateway makes it simple for you to find the support you need. It’s also a place where you can find helpful links to securely update your TPG password if you have forgotten it, as well as information on how to relocate your connection if you’re moving home.   Find more at www.tpg.com.au/support.   TPG Community TPG Community is a place where you can get quick customer support and interact with our dedicated team, as well as get expert advice from long-time TPG fans. You can also find helpful solutions via our comprehensive articles which include video guides, and easy to follow step-by-step instructions.   Check out some our useful feature articles below: Need to make a quick payment online? Read about how to do this here. Want to change your NBN plan? Check out our step-by-step guide. Help with querying or rescheduling your TPG installation? Follow our steps here. Need assistance with your new connection? Read our guides here. Want to know if there is an NBN outage in your area? Find out using our guide here. Want to change your mobile plan online?  Read about how to do this here. Our community is a one-stop shop for knowledge and assistance, and it’s your key to getting the most out of your TPG products.  Head over to TPG Community and join the conversation at http://community.tpg.com.au. ... View more