What is the NBN?

The National Broadband Network (NBN) is a national communications infrastructure currently being built by nbn™ on behalf of the Federal Government.

When is the NBN coming to my area?

NBN Co has scheduled the roll out of the network around the country. To find out when your area will be covered by the NBN, check the NBN Co's coverage map

When can I sign up for TPG NBN service?

You can sign up to TPG NBN service when it is available in your area. To check for availability, please enter your address here.

Do I have to switch to the NBN?

If you live in an area where NBN has been rolled out and you wish to keep your landline or Internet service, you will need to switch to the NBN before the copper based services in your area are disabled. This may occur about 18 months after NBN becomes available in your area.

You will not need to switch to NBN If you live in an area where NBN Fixed Wireless has been rolled out. Copper based services will not be disabled in Fixed Wireless areas, however we recommend to make the switch and enjoy the speeds of the NBN.

Are the speeds provided by the NBN guaranteed?

Actual throughput speeds may be slower and could vary due to many factors including type/source of content being downloaded, hardware and software configuration, the number of users simultaneously using the network and performance of interconnecting infrastructure not operated by TPG. Devices connected by Wi-Fi may experience slower speeds than those connected by Ethernet cable. For FTTB and FTTN customers, we will inform you of your maximum line sync speed once available. If you are on a higher speed NBN plan, you have the option to downgrade to a lower speed plan without any penalties

What are the various access technologies used by the NBN?

The rollout of the NBN network uses a mix of access technologies to deliver a fast and reliable internet service, wherever you live in Australia. The type of access technology that will connect your home or business to the NBN network will depend on your location.

TPG delivers NBN services on the following access technologies:

• Fibre to the Premises (FTTP): FTTP delivers fast broadband by running fibre-optic cable from a fibre node directly to the end-user premises.
• Fibre to the Node (FTTN): FTTN is a way of delivering access to fast broadband by running fibre-optic cable to a neighbourhood node/cabinet and from there using the existing copper network to the end-user premises.
• Fibre to the Building (FTTB): FTTB is a way of delivering access to fast broadband by running fibre-optic cable to the basement of multi-dwelling units such as apartment blocks and from there using the existing copper wire to the end-user premises.
• Fibre to the Curb (FTTC): FTTC is a way of delivering access to fast broadband by running fibre-optic cable to an outdoor pit near the end user’s premises and from there using the existing copper network to the end-user premises.
• Cable/Hybrid Fibre Coaxial (HFC): HFC is a network technology that allows access to fast broadband services using a combination of fibre and coaxial cable to connect your home to the NBN network.
• Fixed Wireless: NBN Fixed Wireless services are delivered by radio communications from an nbn™ Fixed Wireless facility directly to a small outdoor antenna attached to your premises. The nbn™ Fixed Wireless network uses advanced technology commonly referred to as LTE or 4G, and is engineered to deliver services to a fixed number of premises within each coverage area. This means that the bandwidth per household is designed to be more consistent than mobile wireless, even in peak times of use. Unlike a mobile wireless service where speeds can be affected by the number of people moving into and out of the area, the speed available in a Fixed Wireless network is designed to remain relatively steady.

What speed options can TPG NBN provide?

TPG offers following speed options for NBN FTTP, FTTN, FTTB, FTTC and Cable (HFC) technologies:

• NBN12 (Basic) - Typical evening speed 12Mbps download and 0.8Mbps upload#
• NBN25 (Standard) - Typical evening speed 25Mbps download and 4Mbps upload#
• NBN50 (Standard Plus) - Typical evening speed 50Mbps download and 17Mbps upload#
• NBN100 (Premium) - Typical evening speed 97Mbps download and 17Mbps upload#
• Superfast (Premium) - Typical evening speed 232Mbps download and 21Mbps upload#
• Ultrafast (Premium) - Typical evening speed 671Mbps download and 40Mbps upload#

TPG offers the following speed options for NBN Fixed Wireless technology:

• NBN12 - Basic typical evening speed#
• NBN25 - Basic typical evening speed#

Can I get TPG NBN?

TPG NBN service is only available:

• In selected NBN coverage areas
• If you are an existing TPG ADSL2+ customer and interested in the NBN service, please update your plan on My Account or call our Customer Service on 1300 920 158.

I'm renting, how do I get the NBN?

For NBN Fibre to the Premises (FTTP) and Fixed Wireless, you will need to get permission from the property owner to install NBN equipment in your premises. We recommend that you discuss with your property manager or landlord about installation of TPG NBN service.

Will TPG supply me with a modem to work with the NBN?

You may choose to bring your own compatible modem, or have a 4 port WiFi Modem supplied by us for a Setup Fee of $99.95 and a $10 Delivery Fee.

How long will the installation of my NBN service take?

Installation of NBN service generally takes less than 10 business days but can take longer in some cases, depending on the demand of NBN services in your area and the availability of the NBN technician to perform the installation.

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

Yes. You will be sent an email notification confirming the installation date and timeframe. We will also notify you if a technician appointment is required to install your NBN service. You, or an authorised person over 18 years of age will be required to be at the premises on the day of the technician visit.

Is a technician appointment required to install the NBN service?

A technician might be required to attend to your premises to complete the installation and make sure you are connected to the NBN network. After you have submitted your order, TPG will confirm if an installation appointment is needed. If so, TPG will organise this and contact you with the appointment details.

If an installation appointment is required, you or an authorised person over 18 years of age will be required to be at the premises on the day of the technician visit. On the installation day, an NBN installer will come to your home to do the necessary work.

If your premises have an active NBN service connected previously then it is unlikely that you would require technician's visit.

Will my TPG NBN service work when there is a power failure?

TPG NBN service on FTTN, FTTB, FTTC, HFC and Fixed Wireless technologies will NOT work in the event of a power outage. The Voice Service requires a broadband connection and power to the Wi-Fi modem supplied by TPG. If there is a broadband connection outage in your premises due to power or other faults, the Digital Voice Service will not work and you cannot make phone calls including "000" emergency calls.

NBN services require a backup battery unit to keep power going to your NBN Network Termination Device in the event of a power outage so that some elements of your telephone service can continue to operate for an estimated period of time of about 5 hours during the power outage. TPG NBN service does not include the supply of a backup battery unit. This means during a power outage, you will not be able to make or receive any calls, including calls to emergency services. Please ensure that you have an alternative method to make calls such as a mobile phone.

What is my Network Boundary Point?

TPG is responsible to deliver the service to the Network Boundary Point. The Network Boundary Point is dependent on the NBN access technology used to deliver the service.

• FTTN/FTTC: Your first Telecommunications Outlet which can be the first wall socket in a free standing premises (e.g. house) or your side of the Main Distribution Frame (MDF) in a multi dwelling unit (e.g. apartment).
• FTTP: Your side of the user network interface on the NBN Co’s provided NBN Connection Box (or Network Termination Device).
• FTTB: Your side of the Main Distribution Frame (MDF). This is a small telecommunications room in a common area within your block. This applies mainly for apartments, office blocks or larger business premises.
• HFC: The UNI-D port on the NBN Connection Box installed inside your premises.
• Fixed Wireless: Your side of the user network interface on the nbn™ provided NBN Connection Box (or Network Termination Device)

I have NBN with another provider. Can I get NBN from TPG?

Yes. You can make a new application with TPG and then cancel your existing service with the other provider (cancellation charges may apply with your other provider).

Can I port (transfer) my existing phone number to TPG?

You can port (transfer) your phone number from Telstra, Optus, AAPT, Primus or Powertel to TPG. 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. If you are porting your number to TPG, inbound calling to your number will not commence until porting is complete which will take additional 1 to 5 business days after your TPG NBN service is installed.

Can I use my existing phone wall socket for TPG Voice service?

If you have NBN FTTN, FTTB, FTTC, HFC or Fixed Wireless:
You can use your current telephone handset, however it will have to be plugged into the VoIP port on the supplied Wi-Fi Modem Router using a standard telephone cable.

If you have NBN FTTP:
You can use your current telephone handset, however it will have to be plugged directly to one of the UNI-V ports on your NBN Connection Box (NTD). When your NBN service is activated, we will advise you of which port to use. If you wish to connect your phone to an existing wall socket, you should check if your in-premises wiring is connected to the NBN service. If it is not connected to NBN, you may need to install additional permanent phone or data cabling through wall, floor or ceiling cavities which must be done by a cabler registered with an Australian Communications and Media Authority (ACMA) accredited industry registrar.

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

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.

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

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

While my phone number is being ported to TPG, can I still make outgoing calls?

Yes, as soon as TPG NBN service has been installed, you will be able to make outgoing calls from your TPG Voice Service. TPG will charge you for any call usage. However, inbound calling to your number will not commence on TPG Voice Service until porting is completed which will take an additional 1 to 5 business days after your TPG NBN Service is installed.

What Spend Management Tools does TPG offer?

With TPG Voice Service, you can monitor your actual usage (in near real time), bar outbound calls of various types, and make use of other spend management tools via My Account at www.tpg.com.au/account. For more information about using these tools, please contact Customer Service on 13 14 23.

Once TPG NBN Voice Service is installed, are there any services that will not work on my TPG Voice Service?

TPG Voice Service does not support old dial up technology devices with built in modems such as EFTPOS, Back to Base Alarms and Foxtel Program purchase. These devices have been replaced by Internet Protocol (IP) enabled devices and many TPG customers are able to use EFTPOS, Back to Base alarms and Foxtel Program purchase through the internet provided that their devices are IP enabled. For further details on IP enabled devices contact your device supplier. TPG Voice Service also does not support analogue modems, Priority Assistance Scheme, calls to 19/1900, 0500 numbers and Universal International Freephone Numbers (UIFN).

Can I watch Foxtel if I have TPG NBN bundle service?

Yes, watching regular Foxtel programs is not affected by TPG NBN Bundle service. Regular Foxtel programs use an entirely separate connection from your NBN or Voice connection.

Does Foxtel On Demand or program purchase work with TPG NBN?

If you have the latest Foxtel set top box, you can purchase and download programs using the Ethernet or Wi-Fi connection (set top box dependant) in the set top box to connect via TPG NBN Broadband.

If you have the older Foxtel set top box without an Ethernet or Wi-Fi connection, program purchase through your landline will not work with TPG Voice service. We suggest you contact Foxtel about upgrading your set top box.

Once I register for NBN Bundle, can I cancel the NBN service or Voice service component?

No, the NBN or Voice service cannot be cancelled separately. Since TPG NBN is a bundle plan, cancellation will cease both services.

Do I need to call my current provider to cancel my existing home phone service or Internet?

Once your TPG NBN bundle service has been activated, if you currently have any existing services such as phone or internet at your premises, you will need to contact your current provider to have these services cancelled to ensure you do not receive any further bills. TPG recommends you check with your current phone and/or internet service provider regarding contractual commitments and termination/disconnection fees associated with your current services. TPG is not responsible for these charges. If you are also porting your existing phone number to TPG, do not cancel your phone service until the number has been ported.

How am I charged for TPG NBN Bundle?

Monthly access charges are billed monthly in advance.

Payments:
All TPG services are prepaid. You must pay the monthly recurring charges in advance. In addition, you have the option to make additional prepayment for usage that is not within the included value (if any) for the plan that you have acquired. If there are insufficient funds in your prepaid balance, you will not be able to make any usage that is not part of your included value. Prepayments can be made during registration or after activation via the My Account section of the TPG website. If you choose to make additional prepayment, the amount will be debited from your nominated bank account or credit card. 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. We will send you messages about your usage during the month.

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 (charged 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 (charged per 30 seconds)

Can I receive Reverse Charge Calls/Collect Calls using TPG Voice service?

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

Can I view my TPG Voice Service call usage online?

Yes. You can view your outgoing call usage online by logging into 'My Account' at www.tpg.com.au/account.

Can I use TPG Voice for local calls only and choose another provider for other calls (national long distance, international, calls to mobiles)?

No. TPG Voice 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 Voice service to make override calls on a third party network.

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'.

What is nbn™ New development Charge?

New Development Charge is a one-time charge of $300 to all new orders for services in new development locations. This charge is a contribution in a new development to the infrastructure cost of the nbn™ network.

We will inform you during the registration process if the New Development Charge applies to your premises.

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

TPG Voice 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 Voice.

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

Please follow the steps below.

• Log into 'My Account' at www.tpg.com.au/account
• Click View NBN Home Phone or Digital Voice Service Account 
  
• Click NBN Home Phone or Digital Voice Service Control Panel
  

Can I forward/divert calls to international numbers?

No, call forwarding to international numbers is not supported.

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.

How do I list my TPG Voice Service number in the directory?

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

• Log into 'My Account' at www.tpg.com.au/account
• Click 'View NBN Home Phone or Digital Voice Service Account'
• Click 'Digital Voice Service Control Panel'
• Under 'Directory Listing', ensure that 'listed' is selected
• Click 'Update' at the bottom of the page

I am an existing TPG NBN customer, what should I be aware of during relocation?

We can provide TPG NBN Bundle to your new location if TPG NBN is already available in that area.

How much does a relocation cost?

Please refer to our NBN Additional Pricing.

What if I am relocating to a location where TPG does not offer NBN?

We may be able to offer other products that are available in your new location. Standard NBN Bundle relocation fee applies.

Can I change my NBN plan?

You can only change plan (upgrade/downgrade) with TPG NBN service. TPG NBN Bundle customers are not able to change their plan to a TPG ADSL2+/ADSL services. Please refer to our NBN Additional Pricing.

Is there any cancellation fee if I cancel my TPG NBN service?

There is no cancellation fee if you are out of contract or in a no lock-in contract term. You may cancel the service by giving TPG at least 30 days written notice. You must pay for the service until the end of the notice period.

Cancellation fee may apply if you are still currently in a contract, up to a maximum of $350 depending on the terms of your plan.

I am an existing TPG ADSL2+ customer. Can I switch to TPG NBN plan?

If you are an existing TPG ADSL2+ customer and interested in the NBN service, please update your plan on My Account or call our Customer Service on 1300 920 158.

Do I have to return the included Wi-Fi Modem Router if I cancel my service?

No, the modem is yours.