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.