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Check if ADSL2+ Home Bundle is available at your place

ADSL2+ Home Bundle

Select Your Contract Term

Select a Plan

20GB

Data

10GB Peak + 10GB Off-Peak

$
39
99
/Mth

Minimum charge $

Home Phone Line

Wi-Fi Modem

Critical Information Summary

100GB

Data

50GB Peak + 50GB Off-Peak

$
49
99
/Mth

Minimum charge $

Home Phone Line

Wi-Fi Modem

Critical Information Summary

UNLIMITED

Data

$
59
99
/Mth

Minimum charge $

Home Phone Line

Wi-Fi Modem

Critical Information Summary

Select a Voice Add-on

Pay As You Go
$
0
/Mth
Pay As You Go
Pay As You Go
Pay As You Go
Pay As You Go
Pay As You Go Calls
Oz Talk
$
10
/Mth
Unlimited Local Calls
Unlimited Standard National Calls
Unlimited National Calls to Mobiles
Pay As You Go
Big Talk
$
10
/Mth
Unlimited Local Calls
Unlimited Standard National Calls
Pay As You Go
Extra Talk
$
20
/Mth
Unlimited Local Calls
Unlimited Standard National Calls
Unlimited National Calls to Mobiles
Unlimited International Calls to 15 Countries

Why TPG ADSL2+ Home Bundle?

NBN ready ADSL plans
NBN Ready

Don't have NBN yet? No worries! Our ADSL2+ Bundles are NBN Ready - just sit back and we'll contact you to switch to the NBN when your address is ready.

Flexible ADSL plans
Flexibility

Get no lock-in contract to move up or down your plan anytime without any change fee. Keep your existing phone number or get a new one at signup.

Wireless wifi modem included
Modem Included

If you choose the 18 month contract option, we'll throw in a Wi-Fi modem with Wireless N capability so that you can get good Wi-Fi speed and performance on all your devices.

Call pack chat options
CALL PACK OPTIONS

Choose from our amazing call pack options including Unlimited Calls to Landline and Mobile numbers in Australia and unlimited International Calls to 15 popular countries.

2nd largest fixed provider australia
2ND LARGEST IN AUSTRALIA

We started as a small company in 1986 and over the years the TPG group has now grown to be the 2nd largest fixed broadband provider in Australia.

Control service online
CONTROL YOUR SERVICE ONLINE

Login to the My Account section to check your usage and enable or disable your home phone features such as International Calls, Directory Listing and Call Forwarding.

1986
Established in AU
400
DSLAM Exchanges
650000
+
Live ADSL Customers
2
MIL+
TPG Group Customers

Important things you need to know

Equipment

Wireless 4 Port ADSL2+ Modem Router
  • Fully featured ADSL2+ modem router
  • Broadcom chipset
  • Wireless N - speeds of up to 300Mbps
  • Two high performance external antennas
  • Four LAN ports for multiple wired connections
  • Advanced wireless security
  • IPv6 support
  • Includes one Filter/Splitter*

equipment

Router delivery is optional - A $10 fee applies.

Filter/Splitter

You require a Filter for each telephony device attached to your nominated ADSL line including cordless phones.

equipment

$25

* A free Filter/Splitter is included with modem for use with ADSL and ADSL2+. Filter is not required for Naked ADSL2+ If you have more than 3 telephony devices or a back-to-base alarm, please call TPG sales on 13 14 23, then select option 1, then option 2.

Click here for information about filters/splitters. Makes and models of modems supplied are subject to availability.

Where you purchase equipment from TPG as a consumer within the meaning of the Competition and Consumer Act, 2010, that Act creates certain warranties which will apply in respect of the equipment.

Coverage

Call Rates

TPG Home Phone Call Rates

TPG’s super affordable home phone line is great value! If you are an existing TPG ADSL2+ customer and interested in the ADSL2+ Home Bundle service, please call Customer Service on 13 14 23 where a friendly customer representative will assist your enquiry.

Service Call Rates
Local Calls 25¢
per call
National Calls 25¢ per minute^
(plus 39¢ call connection)
National Cap Capped at $2 up to 20 minutes per call
per minute National Call rates thereafter^
Mobile Calls 39¢ per minute^
(plus 39¢ call connection)
Mobile Cap Capped at $2.48 up to 20 minutes per call
per minute Mobile Call rates thereafter^
International Calls Check International Call Rates (39¢ call connection applies)
Call connection not charged for the first 100 minutes included in Big Talk Add-on and for all calls to specific international destinations included in Extra Talk Add-on.
13/1300 Calls 30¢
per call
18/1800 Calls Free
19/1900 Calls Not supported
Directory Assistance - 1223 $1.10
per call
Speaking Clock - 1194 40¢
per call
TPG 13 14 23 Free

TPG defines a Local Call to be a call made to a number in the same Standard Zone Unit or an adjacent Standard Zone Unit. To check whether a call is a Local Call or not, please use the TPG Home Phone Call Rate Calculator .

^ Charged per 30 second block or part thereof

Services & Features

TPG's range of services and features help you make the most out of your home phone.
Call Features & Services Description Rate
Call Barring Allows you to restrict certain call types that can be dialed from your home phone more Free
Number Display / Number Block Select whether you would like your caller identity blocked or displayed when calling other parties more Free
Call Waiting Notifies you of an incoming call on your home phone while you are already on a call. You can place your call on hold to answer the incoming call more Free
Call Forwarding Allows you to divert calls from your home phone number to a different number more Standard call rates apply to forwarded calls.
Caller ID Allows you to see the phone number of the person calling you on your home phone service (Only applicable on phones that supports Caller ID) more $0

Call Barring

Call Barring allows you to restrict certain call types that can be dialed from your home phone. You can choose to bar the following call types through the Home Phone Service Control Panel Tool within Your Account:
  • Outgoing national long distance calls (STD)
  • Outgoing calls to mobile phones
  • Outgoing international calls
Please note Call Forwarding features will not work if you have barred outgoing national long distance calls.
Pricing
This feature is free to customers on ADSL2+ Home Bundle Plans.
Activating This Service
This feature is ready to use and doesn't require activation. Log into Your Account to configure Call Barring through the Home Phone Service Control Panel Tool: nbn-callbarring

Number Display/ Number Block

With Number Display/Number Block, you can select whether you would like your phone number displayed or blocked when calling other parties.
Pricing
This feature is free to customers on ADSL2+ Home Bundle Plans.
Activating This Service
his feature is ready to use and doesn't require activation. Log into Your Account to configure Number Display/Number Block through the Home Phone Service Control Panel Tool: nbn-number-display

Call Waiting

Call Waiting notifies you if someone is calling on your home phone while you are already on a call. You can place the first call on hold to answer the second incoming call, and switch back again. To use this feature your phone will need to have either the 'recall' or 'flash' button.
Pricing
This feature is free to customers on ADSL2+ Home Bundle Plans.
Activating This Service
This feature is ready to use and doesn't require activation.
Using This Service
If you hear a beep while on a call, you simply press the 'Recall' or 'Flash' button to switch to the second call. Once finished you simply press 'Recall' or 'Flash' button again to return to the original call.

Call Forwarding

Call Forwarding allows you to divert calls from your home phone number to a different number.
You have the options to forward the following call types:
  • All incoming calls
  • If no reply
Please note 'Divert if no reply' will not work if you have chosen to divert all incoming calls. Call forwarding to international numbers is not supported.
Pricing
Standard call rates apply to forwarded calls. Call forwarding for Bundles and Add-ons explained.
Activating This Service
This feature is ready to use and doesn't require activation. Log into Your Account to set up Call Forwarding through the Home Phone Service Control Panel Tool: nbn-callforwarding

Caller ID

Caller ID allows you to see the phone number of the person calling you on your home phone. This feature is only applicable on the phones that supports Caller ID. Please note not every number will show up, unlisted numbers, numbers blocked by the caller, international calls or calls from some areas within Australia will appear as PRIVATE or UNAVAILABLE.
Pricing
This feature is free to customers on ADSL2+ Home Bundle Plans.
Activating This Service
This feature is ready to use and doesn't require activation.

TPG Home Phone Call Rate Calculator

Important Things You Need to Know

About your ADSL2+ Home Bundle

Availability:

ADSL2+ Home Bundle plans are only available at selected TPG ADSL2+ exchange areas.

Minimum Charge for ADSL2+ Home Bundle calculated as:

Contract term x ($(ADSL2+ Home Bundle Monthly Charge) + $(Optional Voice Add-On Charge)) + Setup ($99.95 on no lock-in contract or $79.99 on 18 month contract) + $20 Prepayment + $10 Equipment Delivery (if applicable). Early termination fees apply.

ADSL2+ Speeds:

Optimal ADSL2+ speeds require compatible ADSL2+ modem and filters. More than 50% of TPG's ADSL2+ customers obtain connection speeds exceeding 10Mbps. Actual speeds will vary due to many factors including distance from the local telephone exchange, the quality of the customer's copper phone line, cabling and equipment.

CSG:

Home Phone Line Monthly & Setup pricing is discounted based on new customers agreeing to waive the Customer Service Guarantee (CSG). For more information please contact TPG sales on 13 14 23.

NBN Ready ($59.99 Bundle):

This plan is also available as an nbn™ plan. If the nbn™ network comes to your area, TPG will invite you to move your service to the nbn™ network on 18 month contract with Wi-Fi modem included at no additional cost to you. For more information, see our Additional Pricing page.

Registering For ADSL2+ Home Bundle

  • TPG offers ADSL2+ Home Bundle service to customers who currently have:
    1. Active phone line - Customers must be able to make AND receive phone calls.
      You can transfer your phone number from your current home phone provider (Telstra, Optus, AAPT, Primus and others) to TPG + OR get a new number from TPG.
    2. An inactive phone line - Phone cabling exists to your house (i.e. you have phone sockets), but no current phone service uses those sockets to make or receive calls.
      A new TPG service will be connected and customer will receive a new TPG number. In some cases, this may involve a site visit.
    3. An active Naked DSL service with another provider - Transfer your existing Naked DSL service to TPG ADSL2+ Home Bundle.
  • Provision of ADSL2+ Home Bundle service is subject to Service Qualification Check upon registration.
  • Your ADSL2+ Home Bundle application takes approximately 10 working days however in some cases can take up to 20 working days
  • When TPG ADSL2+ Home Bundle service is active on your telephone line, your contract period commences and you can start making outgoing calls using TPG Home phone service. You should note that, if you are porting your number to TPG, inbound calling to your number will not commence until porting is complete which will take a further 3 to 5 business days.

Lead-in cables need to be in place before the activation of TPG ADSL2+ Home Bundle Services can be completed. Please read the following section to learn more about lead-in, installation appointment , jumpering and multiple wall sockets for some Optus customers.

+ We may not be able to port your number in all circumstances, this includes failure to provide account details, or contractual obligations with your existing provider. For more information visit our ADSL2+ Home Bundle FAQ section.

Monthly Usage Quota And Speed Shaping

Uploads not counted on ADSL2+ Home Bundle plans.

1GB (Gigabyte) = 1000 MB (Megabyte). Unused usage quota forfeited each month.

1Consists of peak (9am-1am) and off peak (1am-9am) monthly usage quota. Speed will be shaped to 256K/256K for the period in which the monthly usage quota has been exceeded (peak and/or off peak). Uploads not counted.

Monthly Usage Quota:
TPG may, on giving you 7 days notice by email, adjust the start/finish (but not the length) of peak/off peak times.

TPG Home Phone

TPG Home Phone Special Note:
  • TPG Home Phone Line can be ordered as a bundle with ADSL2+ by new customers. If you are an existing TPG ADSL2+ customer and interested in the ADSL2+ Home Bundle service, please call Customer Service on 13 14 23 where a friendly customer representative will assist your enquiry.
  • TPG Home Phone supports fax to national numbers in the Telstra, Optus, AAPT and Primus PSTN network. Fax to international numbers is not reliable and VoIP based fax is not supported.
  • TPG Home Phone does not support EFTPOS, Back to Base alarms, Foxtel program purchase via your landline, analogue modems, calls to 19/1900, 0500 numbers and Universal International Freephone Numbers (UIFN).
  • Once a ADSL2+ Home Bundle plan is purchased, Change of plan option is restricted to ADSL2+ Home Bundle & NBN Bundle (if available) plans only. You cannot cancel either component (ADSL2+ or Home Phone). Cancellation will cease both services.
TPG Home Phone Number:

At registration time, you can choose to port your existing number to TPG or have TPG supply a Direct Inward Dial Number (DID) for use with the TPG Home Phone service. This number will be allocated to you based on the address which you provide us at the time of registration.

TPG will make use of your number as a reference point to charge for local calls. TPG will use its best endeavours to supply the Integrated Public Number Database (IPND) with your address details for the purpose of emergency services (000) calling.

Prepayment:

All TPG services are prepaid. You must pay the monthly recurring charges in advance. In addition, you must make a prepayment for usage that is not within the included value (if any) for the plan that you have acquired. Your initial prepayment will be $20. After registration, you may nominate how much you wish to prepay but the minimum prepayment is $20. The prepayment will be debited from your nominated bank account or credit card. By acquiring and continuing to use the service, you agree to an automatic top up of your prepayment. The top up will occur when the amount of prepayment falls to below $10. When that happens, TPG will debit a sufficient amount from your bank account/credit card to restore your nominated prepayment amount. If your usage is high, this can occur more than once per month. You authorise TPG to make such debits to your account/credit card. If you do not exceed the Included Value and do not incur any charges that are excluded from your plan, there will be no automatic top-ups. We will send you messages about your usage and the debits during the month. Your service will become inactive if our attempts to debit credit card/bank account to top up your prepayment are unsuccessful. If you do not use the prepayment, it will be forfeited to us when you cancel the service. You agree that no bill will be provided for this service and that direct debiting of your account or charge to your credit card may occur notwithstanding that no bill is provided and that it may occur even though you may not have had the opportunity to check charges at least 10 working days before the debit.

Optional Voice Add-ons

If a voice add-on is selected, the add-on will form part of the ADSL2+ Home Bundle and must be retained until the expiry of the contract term for the associated ADSL2+ Home Bundle unless a plan downgrade occurs

Oz Talk Add-on:

This add-on allows you to make unlimited Local Calls (excluding 13/1300 numbers), unlimited Standard National Calls to Landlines and unlimited calls to Standard Australian Mobiles. Calls to 19/1900 numbers are not supported. Charges for calls made that are not included in the add-on (e.g. calls to 13/1300, International Calls and Directory Services) will be charged at listed TPG rates by deducting usage charges from your Prepayment. The service is for residential consumers only and may not be used for commercial purposes.

Big Talk Add-on:

This add-on allows you to make unlimited Local Calls (excluding 13/1300 numbers) and unlimited Standard National Calls to Landlines. Calls to 19/1900 numbers are not supported. The 100 International Minutes per month included in the add-on can be used to call International Landline and Mobile destinations (excluding calls to satellite phones) listed on our International Call Rates page. Standard per minute rates listed on our International Call Rates page apply after the first 100 minutes of International Calls and for calls to satellite phones. Unused included minutes for international calls expire at the end of each month. Charges for calls made that are not included in the add-on (e.g. calls to 13/1300, AU Mobile numbers and Directory Services) will be charged at listed TPG rates by deducting usage charges from your Prepayment. The service is for residential consumers only and may not be used for commercial purposes.

Extra Talk Add-on:

This add-on allows you to make unlimited calls to Landline and Mobile numbers in 15 countries (Canada, China, France, Germany, Greece, Hong Kong, India, Korea (South), Malaysia, New Zealand, Singapore, Taiwan, Thailand, United Kingdom, United States), unlimited Local Calls (excluding 13/1300 numbers), unlimited Standard National Calls to Landlines and unlimited calls to Standard Australian Mobiles. Calls to 19/1900 numbers are not supported. Standard per minute rates listed on our International Call Rates page apply for International Calls to other countries and calls to satellite phones. Charges for calls made that are not included in the add-on (e.g. calls to 13/1300, Directory Services and satellite phones) will be charged at listed TPG rates by deducting usage charges from your Prepayment. The service is for residential consumers only and may not be used for commercial purposes.

More Information

Payment:
Monthly access charges are billed monthly in advance. Payment options are Direct Debit or Credit Card.
IP Address:
All TPG ADSL2+ Home Bundle plans come with Static IP address.
Free IPTV:
Free TPG IPTV Trial requires a minimum speed of 3.5Mbps. Number of free channels available for viewing is subject to exchange capabilities. Free TPG IPTV Trial does not include subscription based channels. To register please visit www.tpg.com.au/iptv once your TPG Internet connection is active.
Wi-Fi Router:
A 4 Port Wi-Fi Modem Router is included in all Home Bundles on 18 month contract. $10 Delivery fee applies if equipment is not collected from TPG's Head Office.
Broadband Features:
  • Super fast ADSL2+ speeds#.
  • Large monthly usage quota with bonus off-peak usage quota.
  • Free TPG IPTV Trial^ channels allowing you to watch quality TV channels on your PC.
  • Free 20 email addresses and 30MB web space.
  • Uploads not counted.
Home Phone Features:
  • Great quality Audio.
  • Choose to port your existing number or have TPG supply a new number.
  • Cheap Local, National and International Calls. Click here to view call rates.
  • Get enhanced features such as Call Barring, Number Display, Call Line Identification and Call Waiting at no extra charge.
Quick Links:
ADSL2+ Home Bundle FAQ's | ADSL2+ Home Bundle Additional Pricing | ADSL2+ Rollout Progress | ADSL2+ Network Coverage | Home Phone Call Rates | TPG IPTV | Data Usage Guide |

Extra Pricing Info

Moving Home Fees

TPG Recommended
(Move your Broadband & Home Phone to your new home with TPG and Save)
Current Plan New Plan Inside Contract Outside Contract
ADSL2+ Home Bundle ADSL2+ Home Bundle Fee: $99.95
Current contract continues
Fee: $99.95
No contract restart
ADSL2+ Home Bundle FTTB Bundle Fee: $0
Current contract continues
Fee: $0
No lock-in contract

If you are getting a new phone number, once your service relocation is processed we will charge you $20 as Prepayment for your new number. Any unused Prepayment for your old phone number will be credited back to your account 3 days after the relocation has completed.

Other Moving Home Fees
Current Plan New Plan Inside Contract Outside Contract
ADSL2+ Home Bundle ADSL2+, Broadband Off–Net# Fee: $59.95
Current contract continues but with minimum of 6 months
Fee: $59.95
6 month contract restart
ADSL2+ Home Bundle
(Including NBN Ready Bundle)
NBN Bundle ^ Fee: $99.95
+
Cancellation Fee: $99
No lock-in contract
Fee: $99.95
No lock-in contract
Fee: $0
18 month contract restart
Fee: $0
18 month contract restart

#You will be allocated a new TPG username.

^ Important: An additional once off $300 nbn™ New Development Charge will apply if you are moving to nbn and the premises you are moving to is identified by nbn™ as being within the site boundary of a new development. If you are inside a contract, cancellation fee will be waived if nbn™ new development charge applies.

If you are moving to NBN and you are getting a new phone number, once your service relocation is processed we will charge you $20 as Prepayment for your new number. Any unused Prepayment for your old phone number will be credited back to your account 3 days after the relocation has completed.

Moving Home special case 1:

If you are applying to relocate your ADSL2+ Home Bundle service during the Minimum Contract Term to an area where TPG ADSL2+ Home Bundle service is not available, you have the option to change to a TPG NBN service (current contract continues and moving home fee of $99.95 apply) or ADSL2+ / Broadband Off-Net service (contract restart and moving home fee of $59.95 apply) after an active Telstra phone service has been installed. If you decide not to do this, your service will be cancelled and early termination charge will be applicable of 50% of the monthly charges that would have been paid between the date of cancellation and the end of the contract period, up to a maximum of $350.

Moving Home special case 2:

If you are applying to relocate your ADSL2+ Home Bundle service during the Minimum Contract Term and TPG determines that TPG NBN, ADSL2+ Home Bundle/ADSL2+, ADSL service is not able to be provisioned at the new address/telephone number, your service will be cancelled and remaining portion of the Minimum Contract Term will be charged up to a maximum of $60.

Change of Plan Fees (Same Location)

Current Plan New Plan Inside Contract Outside Contract
ADSL2+ Home Bundle Upgrade Fee: $0
No contract restart
Fee: $0
No contract restart
ADSL2+ Home Bundle Downgrade Fee: $59
No contract restart
Fee: $0
No contract restart
ADSL2+ Home Bundle FTTB Bundle Fee: $0
Current contract continues
Fee: $0
No lock-in contract
ADSL2+ Home Bundle ADSL2+, Naked ADSL2+ Disconnection of ADSL2+ Home Bundle and connection of ADSL2+ required * Disconnection of ADSL2+ Home Bundle and connection of ADSL2+ required *
ADSL2+ Home Bundle
(Including NBN Ready Bundle)
NBN Bundle Fee: $99.95
+
Cancellation Fee: $99
No Lock-In Contract
Fee: $99.95
No Lock-In Contract
Fee: $0
18 month contract restart
Fee: $0
18 month contract restart

* You need to cancel ADSL2+ Home Bundle service (cancellation fees for ADSL2+ Home Bundle apply of up to $350 if within contract), apply for a PSTN line on the Telstra Network first, then apply for a new TPG Naked ADSL2+ or ADSL2+ connection (connection fees may apply)

Cancellation

  Inside Contract Outside Contract / No Lock-in Contract
Cancellation of any ADSL2+ Home Bundle Contract payout fee up to $350 ^ 30 days notice

^ The early termination charge is 50% of the monthly charges that would have been paid between the date of cancellation and the end of the contract period, up to a maximum of $350.

Connection Fee with Technician Visit

TPG Home Phone technician visit $59.99 #

# This fee may apply only to customers who registered for a TPG ADSL2+ Home Bundle without an existing active phone line or an active DSL service.

On the day of the home phone scheduled connection, TPG will deliver the service to the network boundary point of customer’s premises. This network boundary point is typically either:

  • The first telephone socket (inside a free standing premises. such as a house) or
  • The Main Distribution Frame (in a multiple dwelling unit for example an apartment).

If additional cabling is required at the customer’s building MDF then the customer can choose to get a private technician to do the work or request a TPG tech.
A fee of $59.99 will apply in these circumstances.

Please note the service will be delivered to the first side of the MDF (the A side). Any wiring that is missing to connect to the other side (the B side) & into the building requires a technician.

Click here to view a detailed diagram.

Fee for Changed or Missed Installation Appointment - ADSL2+ Home Bundle

Fee $109

The above fee applies if you give TPG less than 3 working days notice of any change in installation appointment prior to the scheduled appointment communicated by TPG to you.

Frequently Asked Questions

Service

TPG Home Phone Service

Home Phone is a standard telephone service, which is bundled with our ADSL2+ Home Bundle plans. It works similar to your existing traditional PSTN fixed line service. TPG ADSL2+ Home Bundle includes line rental and it allows you to make local, national, 13 and 18, mobile and international calls. You can make phone calls directly through your existing phone sockets with standard analogue or POTS (1900 numbers are not supported). ADSL inline filters are needed to be installed on your telephone.

  1. How reliable is TPG’s Home Phone Service?

    TPG Home Phone is delivered via TPG’s own network infrastructure, where the call is not carried over a broadband connection but rather, like conventional telephony, is carried directly over the copper pair between the customer premises and TPG switching equipment. So you can expect a high quality of service and enjoy great call rates and super fast broadband on a single connection.

  2. What does Premises mean?

    "Premises" means the location where you intend to use the service.

  3. What is the difference between TPG VoIP and TPG Home Phone?

    The primary differences are described in the below table:

      TPG VOIP TPG HOME PHONE
    Carried over Broadband connection Copper pair
    Special Equipment or Software Needed Yes - softphone, USB phone, ATA or VOIP Modem No - just a telephone
    Standard Telephone Service No Yes
    Preselect or Override to other carriers possible No No
    Customer Service Guarantee Does not apply Must be waived by the customer
    Number assigned Yes with Naked ADSL2+ based on your location Yes based on your location
    Fax Transmission No Fax to national numbers in the Telstra, Optus, AAPT and Primus PSTN network is supported; fax to international numbers is not reliable; and VoIP based fax is not supported
    Support for Foxtel, back to base alarms and similar No No
  4. Can I use TPG Home Phone for line rental and local calls only and choose another provider for other calls (national long distance, international, calls to mobiles)?

    No. TPG Home Phone is full service including line rental, local, national, international and home to mobile calls. Customers must not preselect to another carrier or use the TPG Home Phone service to make override calls on a third party network.

  5. What Spend Management Tools does TPG offer?

    For home phone services, you can monitor your actual usage (in near real time), bar outbound calls of various types, and make use of other spend management tools, all via the My Account section of the TPG Website at no charge. For more information about using these tools, please contact Customer Service on 13 14 23.

  6. What Security Tools does TPG have available?

    The primary security tool TPG makes available is the facility to be able to change your password regularly and at no charge via an online system at https://www.tpg.com.au/home/myaccount. For more information about using these tools, please contact Customer Service on 13 14 23.

Availability & Ordering

  1. To whom is ADSL2+ Home Bundle available to?

    ADSL2+ Home Bundle is only available:

    • In selected TPG ADSL2+ coverage areas to new customers when ADSL2+ and Home Phone Line Rental are purchased as a bundle.
    • If you are an existing TPG ADSL2+ customer and interested in the ADSL2+ Home Bundle service, please call Customer Service on 13 14 23 where a friendly customer representative will assist your enquiry.
    • Free ports are available on your local exchange/DSLAM
    • There is a suitable copper pair available between the Premises and the local exchange
    • The cabling infrastructure between the exchange and your premises is compatible with ADSL2+

    There are three order types available for TPG Home Phone with ADSL2+ Service:

    1. Convert an active phone service at your current location to TPG Home Phone line:
      • You must have an active phone service.
      • This order type does not involve a site visit
      • You can choose to keep your existing phone number or get a new number from TPG
      • Currently porting of your existing number is only available to customers whose current phone service is owned by Telstra, Optus, AAPT, Primus or Powertel. By proceeding through the online registration, preliminary checks will be done and shown if porting is available to you.
      • If you currently have an active phone service with Telstra:
        • You need to make sure there is no complex product on the phone line.
    2. New Service Connection at locations with inactive phone line:
      • If you don't have an active phone line to make or receive calls at the location where you have nominated to have ADSL2+ Home Bundle installed, there needs to have been a Telstra phone line previously connected at your premises. If there is a phone socket on the wall, then there has likely been a phone line connected.
      • You must have a spare ('vacant') copper pair into the Premises. If you are not sure, you can submit your registration and we will perform the service qualification check as part of the installation process. If we find that you do not have a spare copper pair into the Premises, you will be advised by email notification and the order will be cancelled.
      • Once your order is placed and the installation date/time is confirmed, TPG will advise you via email. TPG will also advise if you are required to be in attendance at the location of the installation on this date and time frame.
      • In most cases you will not be required to be in attendance at the site however in some cases a site visit by a Telstra contracted technician may be needed to complete the installation.
      • When a site visit is required by a Telstra contracted technician:
        • You may be required to provide the technician with access to your Network Boundary Point (see 17 for more details).
        • In some cases the Telstra technician is able to complete the installation without needing your assistance or contacting you. Regrettably we are unable to inform you if this would be the case however after the installation time frame has passed you may try to connect your modem/router (using the instructions included with the modem/router) or telephone handset.
        • Installation appointments that are required to be rescheduled due to you not being in attendance when required will result in additional charges. Please click here for ADSL2+ Home Bundle Additional Pricing.
        • You can choose to reschedule the site visit within 3 working days of the scheduled date without a rescheduling cost.
      • You will be responsible for arranging and paying for any cabling (if required) beyond the network boundary point.
      • TPG will provide you with a new phone number unless you qualify to transfer your existing active phone number at your current location to your new location where ADSL2+ Home Bundle will be installed.
    3. Transfer of existing Naked DSL (ULL) service provided by another provider
      • If you have an active Naked DSL (ULL) service with another provider, you can now transfer to TPG ADSL2+ Home Bundle service without having to cancel your current service and experience extended delays while your new TPG service is being connected
      • Upon registration TPG will supply you with a new phone number based on your location
      • Your current service will continue to work until the time of the transfer to TPG. You may experience a small period of 5 - 10 minutes of downtime.
      • Once transfer is complete, your ADSL2+ and TPG Home Phone service will be active
      • You do not need to be home on the day of the transfer of service
  2. I am an existing TPG ADSL2+ customer. Can I switch to an ADSL2+ TPG Home Bundle plan?

    Yes it is possible to transfer your existing ADSL2+ service to an ADSL2+ Home Bundle plan. Charges and contract conditions can be found here

    To request this change simply log into Your Account and click on Change Your Plan.

    Once logged in, eligible customers will be shown an option for upgrading to our ADSL2+ Home Bundle plan.

    TPG will keep you notified via email regarding the progress of your upgrade.
    Your upgrade will take place within 10-20 working days after submission. Until then you will have access to your TPG Internet and current home phone service. On the day of the upgrade, you will only experience a short period of up to 2 hours internet downtime. Once completed your home phone will be connected and you will be able to make outgoing calls. TPG will be billing for call usage.

    If you had opted to churn your current phone number to TPG Home Phone, this will normally take a further 3 - 4 working days after which you will be able to receive phone calls. While your number is being ported, you will have access to the Internet and will be able to make outgoing calls. TPG will be billing for call usage. All incoming calls to your number will be diverted to the TPG Voice Mail system for your retrieval. Please see 'Phone Number and Porting' for more details.

    If you do not wish to keep your current number, TPG will assign a new number for you and inform you via email of this number once the upgrade has taken place.

  3. I currently have an active phone service at my current location however I will be moving into a new location where there is no active phone service. I would like to install ADSL2+ Home Bundle at my new location. Can I also port my number when I move?

    If you currently have an active phone service with (and are directly billed by) Telstra, Optus, Primus, AAPT or Powertel, upon registration we will do preliminary checks to see if you qualify to take your current phone number to your new location.

    If you qualify you will be asked to provide your current account number found on your last bill. This will be required for the port.

  4. What does "active phone number/line" mean?

    It means you have a dial tone and an active phone number (meaning you have the ability to make and receive phone calls), excluding services provided over VoIP, on the phone line connected to your house/premises you nominate for ADSL2+ Home Bundle.

  5. What does Complex Product mean?

    Complex Products are non compatible services that may be active on an active phone service on which ADSL2+ Home Bundle is to be installed.

    Only customers who are converting their active Telstra phone service at their current location to ADSL2+ Home Bundle need to ensure they do not have any complex products on the line when they submit their application.

    Most common complex products include:

    • Fax Stream Duet
    • ISDN
    • Securitel or Back to Base alarm systems
    • Line Hunt
    • PBX Rotary Group.

    Click here to view the full list of complex products.

  6. What do I need to do if I have complex product on my phone line?

    Once application is submitted further line check on nominated phone line will be made. We will send you a confirmation email to notify the line check result within 3 working days from the date application is submitted. If the line check is successful, you will need arrange to have these complex services removed within 3 days and reply back to the email we sent to confirm. We will not process your application until we have received your confirmation email.

  7. Once ADSL2+ Home Bundle is installed, are there any services that will not work on my line?

    Yes, the following services will not operate on your ADSL2+ Home Bundle line:

    • Fax to national numbers in the Telstra, Optus, AAPT and Primus PSTN network is supported; fax to international numbers is not reliable; and VoIP based fax is not supported.
    • EFTPOS
    • PABX
    • 56K Dial up modem
    • Watching standard Digital Pay TV (e.g. Foxtel) programs will still work however services such as voting and On Demand program purchase via your telephone line will not work. If you have the latest Foxtel set top box, you can purchase programs using the Ethernet connection in the set top box to connect via TPG ADSL2+.
  8. Can I watch Foxtel if I have TPG ADSL2+ Home Bundle?

    Yes, watching regular Foxtel programs is not affected by TPG ADSL2+. Regular Foxtel programs use an entirely separate connection from your ADSL2+ or Home Phone connection.

  9. Does Foxtel On Demand or program purchase work with TPG ADSL2+ Home Bundle?

    If you have the older Foxtel set top box without an Ethernet connection, program purchase through your landline will not work with TPG Home Phone. We suggest you contact Foxtel about upgrading your set top box.

  10. Once I register for ADSL2+ Home Bundle, can I cancel the Home Phone or ADSL2+ component?

    No, Home Phone or ADSL2+ cannot be cancelled separately. Since ADSL2+ Home Bundle is a bundle plan, cancellation will cease both services.

  11. Can I have TPG’s Home Phone Service only (without ADSL2+)?

    No, TPG Home Phone can only be ordered as a bundle with ADSL2+.

  12. Do I need to call my current provider to cancel my existing home phone or Naked DSL (ULL) service?

    No. You do not need to contact your current provider to cancel the existing home telephone service prior to applying for ADSL2+ Home Bundle.

    TPG will coordinate the transfer of your copper phone line onto TPG infrastructure you will. Once the service is activated your will have access to TPG ADSL2+and TPG Home Phone service.

    TPG recommends you check with your current phone service provider regarding contractual commitments and termination/disconnection fees associated with your current telephone service. TPG is not responsible for these charges.

    Once ADSL2+ Home Bundle has been installed, it would be advisable to contact your current provider to ensure you do not receive any further bills.

    Please note: if you are also porting your existing phone number to TPG, do not cancel your phone service until the number has been ported.

  13. How long will it take for ADSL2+ Home Bundle to become active from Registration?

    After you have submitted your application, ADSL2+ will be activated in approximately 10 working days but can take up to 20 working days in some cases. Your billing cycle for ADSL2+ Home Bundle will begin as soon as ADSL2+ has been installed.

    Your Home Phone Service:
    If you had nominated to receive or will receive a new number at registration time, your Home Phone will be activated at the same time as your ADSL2+. You will be able to make outgoing calls as well as receive incoming calls.

    However if you had nominated to port you number across to TPG, we will start the porting process as soon as your ADSL2+ has been activated. Porting is currently available to customer on the following networks: Telstra, Optus, AAPT, Primus and Powertel.

    If you are converting an existing Telstra phone service at your CURRENT location to ADSL2+ Home Bundle:

    • Porting of your number will normally take a further 3 - 4 working days, however can take up to 30 days to complete if problems are encountered
    • While your number is being ported, you will have access to make outgoing calls. TPG will be billing for call usage.
    • All incoming calls to your number will be diverted to the TPG Voice Mail system for your retrieval. Please see ‘Phone Number and Porting’ for more details.

    If you are converting an existing phone service at your CURRENT location to ADSL2+ Home Bundle and where the number nominated for porting is on either Optus, AAPT, Primus or Powertel networks:

    • Porting of your number will normally take a further 4 - 5 working days, however can take up to 30 days to complete if problems are encountered.
    • While your number is being ported, you will have access to make outgoing calls. TPG will be billing for call usage.
    • Unfortunately incoming calls cannot be received during this time.

    If you are in the process of moving to a new location where there is no active phone service but you would like to install ADSL2+ Home Bundle and be able to port your existing active phone number from your current location to your new location:

    • Being able to port your number is subject to qualification. Preliminary checks will be done at registration time.
    • Your current phone provider needs to be one of the following: Telstra, Optus, AAPT, Powertel or Primus.
    • Porting of your number will normally take a further 4 - 5 working days after ADSL2+ has been activated, however can take up to 30 days to complete if problems are encountered.
    • While your number is being ported, you will have access to make outgoing calls from your new location. TPG will be billing for call usage. Any calls made from your old location, charges will be applied by your current phone provider.
    • You will be able to receive phone calls at your old location up until your number is ported to TPG. Once completed, incoming calls will be received at your new location.
    • Your phone service must not be cancelled until it is successfully ported to your new location where ADSL2+ Home Bundle has been installed. If the number is cancelled prior to this, porting cannot be done and a new phone number will need to be allocated.
  14. Will I still be able to use my current home phone service until ADSL2+ Home Bundle is installed?

    Yes. You can make and receive phone calls using your current provider right up until your TPG line is being installed (which entails physical move of your existing line over to TPG infrastructure).

    If you have chosen to receive or will be receiving a new number from TPG, when your TPG ADSL2+ service is activated, your current phone service will be disconnected and your TPG Home Phone service will be activated. You will be able to make and receive calls from this point. TPG will be billing for call usage.

    If you have chosen to port your existing Telstra number to TPG, when your ADSL2+ service is activated, your current phone number will be ported to TPG. This will take a further 3-4 working days, however can take up to 30 days to complete if problems are encountered. In the meantime your incoming phone calls will be diverted to TPG Voice Mail for voice mail deposit and your retrieval.

    If the number nominated for porting is on either Optus, AAPT, Primus or Powertel networks, porting of your number will normally take a further 4 - 5 working days, however can take up to 30 days to complete if problems are encountered. While your number is being ported, you will have access to make outgoing calls. TPG will be billing for call usage. Unfortunately incoming calls cannot be received during this time.

    If you are in the process of moving to a new location where there is no active phone service but you would like to install ADSL2+ Home Bundle and be able to port your existing active phone number from your current location to your new location:
    Once ADSL2+ has been installed at your new location, you can start to make outgoing calls. TPG will be billing for call usage.
    You will receive incoming calls at your new location as soon as your number has been ported to TPG. In the mean time you can make outgoing calls from your old/current location. Charges for these calls will be made by your current provider. Your current phone service must not be cancelled until the number has been ported to your new location where ADSL2+ Home Bundle has been installed.

  15. I have ADSL2+ with another provider. Can I get ADSL2+ Home Bundle?

    If you have an active phone service and ADSL2+ with another provider at your current location and wish to register for ADSL2+ Home Bundle, you do not need to cancel your ADSL2+ service prior to registering with TPG. You will be able to use your existing ADSL2+ service up until the day where ADSL2+ Home Bundle has been installed. On the day of the installation you may experience downtime of up to 2 hours.

    TPG recommends you check with your current internet and phone service provider regarding contractual commitments and termination/disconnection fees associated with your current internet and phone service. TPG is not responsible for these charges.
    Once ADSL2+ Home Bundle has been installed, it would be advisable to contact your current providers to ensure you do not receive any further bills.

    If you are in the process of moving to a new location and currently have an active phone service with ADSL2+ with another provider at your current location, this does not effect your ADSL2+ Home Bundle installation at your new location even if you are porting your phone number from your current location to your new location.

  16. On the day of ADSL2+ Home Bundle installation, do I need to be present at the location of the installation?

    If you apply with an inactive phone line (no dial tone on the line and you cannot make or receive calls), in most cases you will not be required to be in attendance for the installation. However in some cases, an onsite visit by a Telstra contracted technician will be required. If this is the case, you will be advised of this date and installation time frame via email within 4 working days of payment being successfully processed. We will advise you of a general window of 8am - noon or 1pm - 5pm in which the technician may need to gain access to your Network Boundary Point (See 2.17 "What is my Network Boundary Point?"). Unfortunately we are unable to provide a more specific time.
    In some cases the Telstra technician is able to complete the installation without needing your assistance or contacting you. Regrettably we are unable to inform you if this would be the case however after the installation time frame has passed you may try to connect your modem/router (using the instructions posted with the modem/router) or telephone handset.

    Installation appointments that are required to be rescheduled due to you not being in attendance when required will result in additional charges. Please click here for ADSL2+ Home Bundle Additional Pricing.

  17. What is my Network Boundary Point?
    • Your first telephone wall socket - this applies mainly for free standing premises like a house.
    • The Main Distribution Frame (MDF). This is a small telecommunications room in a common area withinyour block. This applies mainly for apartments, office blocks or larger business premises. In some cases, you may need to contact your building management to arrange access to it.
    • The “network termination device” – this is a Telstra box externally mounted to single dwellings, individual living units or small business premises.

    Click here to view a detailed diagram.

  18. Will TPG notify me of the installation date during the application process?

    ADSL2+ installation ETA is normally 10 working days from the time of registration submission. You do not need to be on premise on this day.

    If you applied for ADSL2+ Home Bundle to be installed at your specified location where there is no active phone service:
    Yes. You will be sent an email notification confirming the installation date and time frame. You will also be advised if you are required to be in attendance on this day and time frame.

    If you applied for ADSL2+ Home Bundle and you are transferring your existing Naked ADSL service (ULL):
    ADSL2+ installation ETA is normally 10 working days from the time of registration submission. You do not need to be on premise on this day.

  19. I am being asked for my ULL Identifier when registering for TPG’s ADSL2+ Home Bundle service. What is this?

    Providing this number is OPTIONAL however if you wish to provide this at the time of registration, you may need to contact your current provider.

    If you cannot provide this number at this time, we will on your behalf try to seek this however this process may take an extra 2-3 working days.

    If you are transferring your current Naked DSL (ULL) service and are being asked for this number, you need to contact your Naked DSL provider

    If you currently have an active telephone service and were asked for this ULL Identifier, you need to contact your current phone provider.

After Submitting Your Order

  1. I was notified by TPG that there is a “lead-in issue” with my premises. What does this mean and what can I do?

    Lead-in issue means that there is currently a capacity problem with the copper phone lead-in cables into your premises or there may not be any existing lead-in cables into your premises. In this situation, we can recommend our preferred supplier to do this lead-in work for you or you can hire your own private contractor. Please note that you are responsible for any charges incurred if there is any extra work required in relation to the lead-in such as trenching or digging.

    If TPG has notified you that there is a lead-in issue and you do not wish to proceed with installation or if you are renting and unable to get permission from your landlord to perform lead-in works, you may cancel your application and we will not charge you any cancellation fee.

  2. I am renting a property and I am not able to gain permission from my landlord to perform lead-in works in the premises. How do I proceed with installation?

    Unfortunately this means you cannot go ahead with the installation of TPG ADSL2+ Home Bundle. In this situation, you may cancel your application and we will not charge you any cancellation fee.

  3. Can I reschedule the installation appointment I have scheduled with TPG?

    If you wish to reschedule an installation appointment with TPG, please let us know at least 3 working days before the scheduled appointment. Additional charges will apply if you do not give us at least 3 working days of notice. Please click here for ADSL2+ Home Bundle Additional Pricing.

  4. TPG has advised me that I need to be home during the scheduled installation appointment time. What happens if I am not home at this time?

    Additional charges will apply as specified in the ADSL2+ Home Bundle Additional Pricing page. We will contact you to reschedule the installation appointment.

  5. What happens if the technician missed the scheduled installation appointment?

    We will do an internal investigation with the technician that was scheduled for your installation appointment. If we find that the technician missed the appointment, we will offer you to reschedule the installation appointment at the earliest time possible without any additional charge.

  6. I was notified by TPG that an extra work or jumpering is required for the cabling in my premises. What does this mean?

    If you have applied for ADSL2+ Home Bundle and you live in an apartment or a unit, we will deliver your service to the network boundary point of that premises. This network boundary point is typically the Main Distribution Frame (MDF). The MDF is a small telecommunications room in a common area within your block.

    TPG is responsible to deliver the service to the first side of the MDF (the ‘A’ side). Any wiring that is missing to connect to the other side of the MDF (the ‘B’ side) and into the building is the customer’s responsibility and requires a technician. TPG can arrange for a field services technician to do this for you for an additional charge.

    Please see the diagram below for more details.

    TPG Homephone Diagram

  7. I was notified by TPG that an extra work or jumpering is required for the cabling in my premises. How do I proceed with installation?

    Our staff will offer you to organise an appointment with a qualified TPG field technician to do this cabling work for you. A once-off charge of $59.99 will apply. Alternatively, you may choose to get a private technician to do the required work.

  8. There are multiple phone wall sockets in my home and TPG only delivered the service to one of these sockets. I would like the service to be delivered to all sockets or to a different socket in my home. What can I do?

    Internal wiring issues are customer’s responsibility. We will endeavour to assist you if you wish to have the service delivered to a different wall socket or to multiple wall sockets in your premises, however additional charges may apply depending on the complexity of the internal wiring in your premises.

  9. I currently have a phone service on the Optus Cable infrastructure with multiple functioning wall sockets. Will these sockets continue to work with TPG?

    If you reside in a standalone house, TPG is responsible for delivering the service to one wall socket. After we install TPG Home Phone at your premises, your other wall sockets may not work if you previously had a phone service on the Optus Cable infrastructure.

    If you wish to have the service delivered to other wall sockets, charges of up to $200 may apply depending on the nature of the cabling job.

    You are entitled to a discounted price of up to $100 if you are on either 18 or 24 month contract with TPG.

Phone Number & Porting

  1. I have an active phone service. Can I transfer my existing phone number across?

    Yes, when registering for ADSL2+ Home Bundle, currently TPG is able to transfer phone numbers that currently belong to the following networks: Telstra, Optus, AAPT, Primus and Powertel.

    Transfer of phone number is currently offered to customers who have a telephone service that is directly billed by one of the above providers. It is currently not available to customers who have a phone service being billed by a reseller.

  2. What is a DID number?

    DID stands for Direct-In-Dial. If you choose or will be given a new phone number by TPG, TPG will assign a new DID phone number to you based on the address you will have installed ADSL2+ Home Bundle. It is in a similar format to your existing telephone number <10 digit number>.

  3. Can I choose my DID phone number?

    No. If you have chosen to receive or will be receiving a new number from TPG, your phone number will automatically be assigned to you based on the address you reside.

  4. To be able to port my number, what information do I need to provide?

    If you are converting your existing phone service to ADSL2+ Home Bundle which is on the Optus, Primus, AAPT or Powertel networks, you will need to provide your current Account Number provided by your current phone provider.
    This can be found on any bill you receive from your phone provider for your phone service.
    Providing an incorrect Account Number may result in delays with the porting process and lengthen the period in which you will not be able to receive any incoming phone calls.

    If you have an existing phone number which is on the Telstra network, you will not be required to provide your Account Number unless you are porting your number from your current location to your new location where an active phone service does not exist.

  5. Can I keep the phone number assigned by TPG when I no longer want to have the home phone service with TPG?

    You need to check with the new or gaining provider if they are able to port from TPG.

  6. Does TPG provide diversion services while my number is being ported?

    If you are converting your existing Telstra phone number at your CURRENT location to ADSL2+ Home Bundle, yes diversion service is provided while your number is being ported to TPG. If someone calls your home number, they will be redirected to TPG Voice Mail. The caller will be able to leave you a voice message for your retrieval.

    Diversion services are unfortunately not available when porting phone numbers from other potential networks like Optus, AAPT, Primus and Powertel or when porting phone numbers from your old location to your new location.

  7. I am eligible for diversion services while my number is being ported to TPG. How will I be notified when I receive voice mail?

    At registration time you provided your email address. When voice mail is deposited, you will receive an email notification with the wave file attached. You will be able to open the attachment on your computer and listen to the voice message. Please note you will need an application that can play wav files, for example Windows Media Player.

    If you had provided a mobile number at registration time, we will also send you an SMS notification. You will be able to call your local TPG Voice Mail Gateway number and listen to your message.

    TPG Voice Mail Gateway numbers are:

    Sydney 02 9007 7766
    Adelaide 08 8122 7766
    Brisbane 07 3107 7766
    Canberra 02 6101 7766
    Melbourne 03 9912 7766
    Perth 08 6260 7766
  8. While my phone number is being ported to TPG, can I still make outgoing calls?

    Yes, as soon as your copper pair has been installed on TPG infrastructure, your ADSL2+ service will begin to work and you will be able to make outgoing calls from your TPG home phone. TPG will charge you for any call usage.

Calls

  1. How much does it cost to make calls?

    TPG's call rates are extremely competitive, making TPG Home Phone a low cost, high quality service. For a complete list of call rates click here.

  2. How do the mobile and national call caps work?

    Take advantage of some fantastic savings with our National Cap and National Mobile Cap.
    National Call Cap: Charges are capped at $2 for up to the first 20 minutes per call. Per minute national call charges apply thereafter (billed per 30 seconds)
    National Mobile Call Cap: Charges are capped at $2.48 for up to the first 20 minutes per call. Per minute national mobile call charges apply thereafter (billed per 30 seconds)

    For example:
    You make a mobile call that lasts 41 minutes, charges are:
    $2.48 (for the first 20 min block) + $8.19 (for the next 21 mins)

    You make a National call that lasts 7 minutes, charges are:
    $1.75 ($0.25 x 7 minutes) + $0.39 (call connect) = $2.14 however TPG will only charge you $2  

  3. Can I call emergency numbers with my ADSL2+ Home Bundle service?

    Yes, with TPG Home Phone you are able to call 000.

  4. How can I make a call using TPG’s Home Phone service?

    Make a call by entering the phone number of the users you would like to connect.

    • For international calls you need to dial: 0011 + Country Code + Destination Number
    • For national calls you need to dial: Area Code + Destination Number
    • For local calls and calls to mobiles dial you can just dial the number
  5. Can I receive Reverse Charge Calls/Collect Calls using TPG's Home Phone service?

    No, TPG Home Phone does not support the receiving of Reverse Charge Calls/Collect Calls.

Usage and Billing

  1. How am I billed for ADSL2+ Home Bundle?

    Monthly access charges (include ADSL2+ monthly charges and Home Phone monthly charges) are billed monthly in advance.

    Prepayment:
    All TPG services are prepaid. You must pay the monthly recurring charges in advance. In addition, you must make a prepayment for usage that is not within the included value (if any) for the plan that you have acquired. Your initial prepayment will be $20. After registration, you may nominate how much you wish to prepay but the minimum prepayment is $20. The prepayment will be debited from your nominated bank account or credit card. By acquiring and continuing to use the service, you agree to an automatic top up of your prepayment. The top up will occur when the amount of prepayment falls to below $10. When that happens, TPG will debit a sufficient amount from your bank account/credit card to restore your nominated prepayment amount. If your usage is high, this can occur more than once per month. You authorise TPG to make such debits to your account/credit card. If you do not exceed the Included Value and do not incur any charges that are excluded from your plan, there will be no automatic top-ups. We will send you messages about your usage and the debits during the month. Your service will become inactive if our attempts to debit credit card/bank account to top up your prepayment are unsuccessful. If you do not use the prepayment, it will be forfeited to us when you cancel the service. You agree that no bill will be provided for this service and that direct debiting of your account or charge to your credit card may occur notwithstanding that no bill is provided and that it may occur even though you may not have had the opportunity to check charges at least 10 working days before the debit.

  2. Can I view my call and Internet usage online?

    Yes. You can view your outgoing call and internet usage online by logging into the 'Your Account' section on the TPG website (www.tpg.com.au).

  3. Will I receive paper bill?

    No. You can view the current and previous bills online by logging into the 'Your Account' section on the TPG website (www.tpg.com.au). It’s simple and secure. Select 'Your Account Statement' under 'Account Management'.

Optional Services/Features

  1. Can I keep all the same specific services and features when I change my phone company to TPG?

    TPG Home Phone offers a range of free standard features e.g. call barring, call waiting, call forwarding. However there may be some specific services on your existing line that are incompatible with TPG Home Phone. Click here to view the call features and service we offer.

  2. How do I activate the standard features like call barring and call waiting?

    The standard features are ready to use and do not require activation. All standard features can be configured through the Home Phone Service Control Panel in Your Account.

    1. Log into 'Your Account via the TPG home page'
    2. Click on 'View TPG Home Phone Service Account'

      View TPG Home Phone Service Account

    3. Click on 'Home Phone Service Control Panel'

      View Home Phone Service Control Panel

  3. Can I forward/divert calls to international numbers?

    No, call forwarding to international numbers is not supported.

  4. How is the Call Forwarding feature charged?

    Standard call rates apply to forwarded calls. If you have local or national calls included in your plan, call forwarding is included as part of your plan as explained below.

    • Big Talk Add-on allow unlimited call forwarding to Local numbers and Standard National numbers
    • OZ Talk and Extra Talk Add-ons allow unlimited call forwarding to Local numbers, Standard National numbers and Australian Mobiles

    NOTE: Call forwarding to international numbers is not supported.

  5. Will my phone number be listed in the directory when I port my number across from my current phone provider to TPG?

    Your directory listing (if any) from your previous provider may or may not be carried across to TPG. TPG will not list your number by default, however customers may choose to list the number in the directory by logging into Your Account section after their account with TPG is active.

  6. How do I list my TPG Home Phone number in the directory?

    Please follow the instructions below to register your existing TPG phone number in the Directory Listing.

    1. Log into Your Account
    2. Click 'View TPG Home Phone Service Account'
    3. Click 'Home Phone Service Control Panel'
    4. Under 'Directory Listing', ensure that 'listed' is selected
    5. Click 'Update' at the bottom of the page

Optional Voice Add-on Feature

  1. What is a voice add-on?

    Voice add-on is an optional feature which adds various included calls to your ADSL2+ Home Bundle plan. If a voice add-on is selected, the add-on will form part of the Home Bundle and must be retained until the expiry of the contract term for the associated Home Bundle unless a plan downgrade occurs.

  2. What are the voice add-ons TPG offers?

    We offer three voice add-ons.

    • Oz Talk Add-on:
      • Unlimited Local Calls (excludes 13/1300)
      • Unlimited Standard National Calls to Landlines
      • Unlimited Calls to Standard Australian Mobiles
    • Big Talk Add-on:
      • Unlimited Local Calls (excludes 13/1300)
      • Unlimited Standard National Calls to Landlines
      • 100 Minutes of International Calls per month
    • Extra Talk Add-on:
      • Unlimited Local Calls (excludes 13/1300)
      • Unlimited Standard National Calls to Landlines
      • Unlimited Calls to Standard Australian Mobiles
      • Unlimited International Calls to 15 countries (Canada, China, France, Germany, Greece, Hong Kong, India, Korea (South), Malaysia, New Zealand, Singapore, Taiwan, Thailand, United Kingdom, United States)
      For more information please visit our pricing page.
  3. How do I enable a voice add-on?

    New customers have the option to select the optional voice add-on at the time of registration for ADSL2+ Home Bundle Service.

    If you did not select a voice add-on at registration time, it can be requested to be activated via Your Account once the ADSL2+ Home Bundle service is active. Note that the add-on will form part of the Home Bundle and must be retained until the expiry of the contract term for the associated Home Bundle unless a plan downgrade occurs.

  4. What happens if I make phone calls which are not included in my voice add-on?

    Any calls which are not included in your voice add-on will be deducted directly from your Prepayment.

  5. Once I have activated the voice add-on, when/how do I get charged the monthly fee and when can I start utilising the included calls?
    • If you subscribe to this feature at the time of ADSL2+ Home Bundle registration, TPG will charge your nominated bank account/credit card for the first month's use of the ADSL2+ Home Bundle and the optional voice add-on feature. This feature will be active from the date that your ADSL2+ Home Bundle service is activated.
    • If you are an existing TPG Home Phone customer and you activate this feature, the add-on monthly charge will apply as of your next (and subsequent) billing cycle renewal (which happens 7 days before the end of your billing cycle). You will be able to make the included calls as of the beginning of your new billing cycle (that is 7 days after the add-on charge has been applied).

    For Example: An existing ADSL2+ Home Bundle customer's monthly billing cycle runs from 24 July to 23 August. The customer enables the Oz Talk feature before 16 August (at least 7 days before the end of the current billing cycle). TPG will charge $10 for Oz Talk on the customer’s next billing cycle renewal. Oz Talk will be active as of the start of the next billing cycle (24 August) and customer will be able to make the included calls. If the customer had only enabled Oz Talk on 20 August (less than 7 days before the end of the current billing cycle), Oz Talk will not be active on the next billing period. TPG will only charge $10 for Oz Talk on the billing period renewal after the next, and Oz Talk will only be active on 23 September.

  6. How can I check the start and end dates of my current billing cycle?

    You can check the start and end date of your billing cycle on your Home Phone Usage page by logging into Your Account.

    In the example below, the current call charge month started on 29 June and will end on 28 July.

    TPG Home Phone Usage

  7. How can I check if I can currently make the included calls in my voice add-on?

    You can check whether a voice add-on is currently active on your Home Phone Usage page by logging into Your Account.

    In the example below:
    Oz Talk is already active
    TPG will charge $10 for Oz Talk monthly renewal fee on 21 June
    Oz Talk will stay active on the next billing cycle starting 28 June if payment is successful

    TPG Home Phone Included Calls

  8. Can I disable or cancel my voice add-on?

    You can request to disable your voice add-on via Your Account. Subsequent renewals will not include your voice add-on. No refunds will be issued for cancellations. For customers on no lock-in contract or outside contract: The voice add-on feature is available on a month-to-month contract. If you wish to disable your add-on feature on your next monthly billing cycle, your request must be submitted before your billing cycle renewal (7 days before the end of your current monthly billing cycle). If you request to disable your add-on feature less than 7 days before the end of your current monthly billing cycle, it will only be disabled on the monthly billing cycle after your next one.
    For customers inside a contract: The add-on will form part of the Home Bundle and must be retained until the expiry of the contract term for the associated Home Bundle unless a plan downgrade occurs. Plan downgrade fee applies.

  9. Will I receive an email when I request to activate/deactivate the voice add-on?

    If you have enabled the voice add-on feature at the time of ADSL2+ Home Bundle registration, a separate email will not be sent. Once your ADSL2+ Home Bundle service has been activated, you will be able to make the included calls.

    If you enabled this feature after your ADSL2+ Home Bundle service is activated, you will receive a confirmation email. In the email you will be reminded when the add-on monthly charge will apply and from what date it is expected that you would be able to make the included calls.

    Upon deactivation of this feature confirmation emails are not sent.

    Please remember you can always check in Your Account if a voice add-on is currently active.

Relocation

  1. I am an existing ADSL2+ Home Bundle customer, what should I be aware of during relocation?
    • Fees are applicable to relocate your ADSL2+ Home Bundle. Please click here for more details
    • Installation of your new Relocation at the new location will take approximately 10 – 20 working days.
    • To minimize downtime, installation of the service at the new location can be activated before your old location is disconnected. This may require for you to choose a new username.
    • If your new location doesn’t have an active phone service connected, a new number will be allocated based on your new location. If your new location does already have an active phone number on Telstra’s network, you can choose to bring this number across to TPG.
    • We cannot relocate your ADSL2+ Home Bundle service if the service is not available at your new address. You have the option to change to a TPG ADSL/ADSL2+ plan (will applicable charges and contract restart) after an active Telstra phone service has been installed.
    • If you are inside a contract, your current contract term will continue.
    • If ADSL2+ Home Bundle service is not available at your new address, you have the option to change to a TPG ADSL/ADSL2+/Naked ADSL2+ plan. This will however require an active phone service on Telstra’s network to be installed first
  2. How much does a relocation cost?

    Please refer to our ADSL2+ Home Bundle Additional Pricing page

Cancellation

  1. How do I cancel my ADSL2+ Home Bundle service?

    You may cancel the service by giving TPG at least 30 days written notice. This takes approximately 1 week. The service has to be paid up to the end of the notice period.
  2. Do I have to pay early termination fee if I cancel my ADSL2+ Home Bundle service before the end of contract term?

    Yes. The early termination charge is 50% of the monthly charges that would have been paid between the date of cancellation and the end of the contract period, up to a maximum of $350.

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