Availability & Ordering
TPG Digital Voice service
Usage and Charges
Optional Services & Features
Plan Change & Relocation
1.1 What is the NBN?
The National Broadband Network (NBN) is a national communications infrastructure currently being built by NBN Co on behalf of the Federal Government.
1.2 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
1.3 When can I sign up for TPG NBN service?
1.4 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.
1.5 How is NBN's reliability compared to ADSL broadband?
NBN service is delivered using fibre optic technology which is generally more reliable than a standard ADSL broadband service. Fibre optic technology is affected less by distance, weather conditions and radio and electromagnetic interference.
1.6 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.
1.7 What is NBN FTTN?
Fibre to the Node (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 premise.
1.8 Why is NBN deploying FTTN?
FTTN is normally faster and less costly to deploy than many other access technologies, such as Fibre to the Premise (FTTP), because you donít have to replace the entire connection from the exchange to the home or business. Putting network equipment in the street reduces the distance data needs to travel over copper, allowing very high-speeds to be achieved.
1.9 What speeds can TPG NBN FTTN deliver?
TPG offers 3 speed options for NBN FTTN.
- Standard Speed - Up to 12 Mbps download connection speed#
- Boost Speed - Up to 25Mbps download connection speed#
- Superfast Speed Ė Up to 100Mbps download connection speed#
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. The Standard speed option has a maximum upload line speed of up to 1Mbps. The Boost speed option has a maximum upload line speed of up to 5Mbps. The Superfast speed option has a maximum upload line speed of up to 40Mbps.
1.10 What is a Static IP Address?
A Static IP address is a permanent address assigned to your internet connection. Businesses find this type of IP address very useful because other devices would know exactly how to contact a device that uses a static IP.
It is common to have a static IP when you host your own website, have a file server in your network, are running a print server or need to remotely connect to your PC among others.
All TPG NBN Business services come with a Static IP included.
Availability & Ordering
2.1 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, call our Customer Service on 1300 365 313.
2.2 Will TPG supply me with a router to work with the NBN?
2.3 How long will the installation of my NBN service take?
Installation of NBN service can take between 2 to 30 working days depending on the demand of NBN services in your area and the availability of the NBN Co technician to perform the installation.
2.4 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.
2.5 Is a technician appointment required to install the NBN service?
If the premises require a new copper line, has no telecommunication outlet, missing a segment or has no pillar capacity, a technician will be required to attend to your premises to complete the copper cabling. If your premises have an active NBN service connected previously then it is unlikely that you would require technician's visit.
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. 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.
On the installation day, an NBN installer will come to your home to do the necessary work.
2.6 What will happen on the day of installation if a technician appointment is required?
When the installer arrives at your property, ensure you check their ID before letting them inside, to ensure they are a contracted NBN technician. The next step is for your installer to complete the copper cabling and check that your premises is connected to an active NBN node.
2.7 Will my TPG NBN FTTN service work when there is a power failure?
TPG NBN FTTN service will NOT work in the event of a power outage.
Your Digital Voice Service requires a broadband connection and power to the Wi-Fi modem router 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.
2.8 What is my Network Boundary Point?
TPG is responsible to deliver the service to the Network Boundary Point which is your first telephone wall socket.
2.9 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).
TPG Digital Voice service
3.1 What is the TPG Digital Voice service?
The Digital Voice service included in the NBN FTTN Bundle is delivered via VoIP (Voice over Internet Protocol). TPG Digital Voice service works similar to a standard home phone. Simply plug your standard phone handset into the VoIP port on the modem router supplied by TPG.
3.2 How does the sound quality compare to a traditional phone call?
Under normal circumstances the sound quality is comparable to standard (PSTN) telephone services. TPG Digital Voice call quality can be affected by the quality and speed of the customer's Internet connection. Disturbances to the customer's Internet service can affect the quality of the Digital Voice service or prevent it from operating. Please keep in mind that if you are running several programs that are using a high bandwidth, your call quality may be compromised.
3.3 Will my TPG Digital Voice service work when there is a power failure?
A Digital Voice Service requires a broadband connection and power 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.
3.4 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.
3.5 Can I use my existing telephone handset and phone wall socket for the Digital Voice service?
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.
3.6 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.
3.7 Can I keep the phone number assigned by TPG when I no longer want to have the Digital Voice service with TPG?
You need to check with the new or gaining provider if they are able to port from TPG.
3.8 While my phone number is being ported to TPG, can I still make outgoing calls?
Yes, as soon as TPG NBN FTTN Bundle service has been installed, you will be able to make outgoing calls from your TPG Digital Voice service. TPG will charge you for any call usage. However, inbound calling to your number will not commence on TPG Digital Voice service until porting is completed which will take an additional 1 to 5 business days after your TPG NBN FTTN service is installed.
3.9 What Spend Management Tools does TPG offer?
For your Digital 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, 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 1300 365 313.
3.10 Once the TPG Digital Voice service is installed, are there any services that will not work on my line?
TPG Digital voice 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 Digital Voice also does not support analogue modems, Priority Assistance Scheme, calls to 19/1900, 0500 numbers and Universal International Freephone Numbers (UIFN).
3.11 Can I watch Foxtel if I have TPG NBN FTTN bundle service?
Yes, watching regular Foxtel programs is not affected by TPG NBN FTTN Bundle service. Regular Foxtel programs use an entirely separate connection from your NBN or Digital Voice connection.
3.12 Does Foxtel on Demand or program purchase work with TPG NBN FTTN bundle service?
If you have the latest Foxtel set top box, you can purchase and download programs using the Ethernet connection in the set top box to connect via TPG NBN service. This is even better if you have TPG Unlimited NBN plan as you do not have to worry about your Broadband monthly usage quota when you download Foxtel on Demand programs.
If you have the older Foxtel set top box without an Ethernet connection, program purchase through your landline will not work with TPG Digital voice. We suggest you contact Foxtel about upgrading your set top box.
3.13 Once I register for NBN FTTN Bundle, can I cancel the NBN broadband or Digital Voice service component?
No, NBN FTTN broadband or Digital Voice service cannot be cancelled separately. Since NBN with Digital Voice is a bundle plan, cancellation will cease both services.
3.14 Can I have TPG's Digital Voice Service only (without NBN)?
No, TPG Digital Voice service can only be ordered as a bundle with NBN.
3.15 Do I need to call my current provider to cancel my existing home phone service or Internet?
Once an NBN with Digital Voice 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.
3.16 Can I have multiple TPG Digital Voice services working on my NBN Business service?
No, only one TPG Digital Voice service can be ordered at present.
Usage and Charges
4.1 How am I charged for TPG NBN FTTN Bundle plans?
Monthly access charges (include NBN Broadband monthly charges and Digital Voice service monthly charges) are billed monthly in advance.
Digital Voice Prepayment Outside Included Value:
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.
4.2 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 (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)
For example, if you make a mobile call that lasts 40 minutes, charges are:
First 20 minutes ($0.39 x 20 minutes + $0.39 call connect) = $8.19 however TPG will only charge you $2.48
Next 20 minutes ($0.39 x 20 minutes) = $7.80
Total charge: $10.28
If you make a national call that lasts 7 minutes, charges are:
($0.25 x 7 minutes + $0.39 call connect) = $2.14 however TPG will only charge you $2
4.3 Can I receive Reverse Charge Calls/Collect Calls using TPG's Digital Voice service?
No, TPG Digital Voice does not support the receiving of Reverse Charge Calls/Collect Calls.
4.4 Can I view my TPG Digital Voice call usage online?
4.5 Can I use TPG Digital Voice for local calls only and choose another provider for other calls (national long distance, international, calls to mobiles)?
No. TPG Digital 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 Digital Voice service to make override calls on a third party network.
4.6 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). Itís simple and secure. Select 'Your Account Statement' under 'Account Management'.
4.7 What is nbn™ New development Charge?
On 2 April 2016 nbn™ introduced the New Development Charge which 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.
Optional Services & Features
5.1 Can I keep all the same specific services and features when I change my phone company to TPG?
TPG Digital 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 Digital Voice. Click here
to view the call features and service we offer.
5.2 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 Digital Voice Service Account'
- Click 'NBN Digital Voice Service Control Panel'
5.3 Can I forward/divert calls to international numbers?
No, call forwarding to international numbers is not supported.
5.4 How is the Call Forwarding feature charged?
Standard call rates apply to forwarded calls. If you have local, national or mobile calls included in your plan, call forwarding is included as part of your plan as explained below.
- M, L and XL Bundles allow unlimited call forwarding to Local numbers and Standard National numbers
- XXL Bundle allows unlimited call forwarding to Local numbers, Standard National numbers and Australian Mobiles
NOTE:Call forwarding to international numbers is not supported.
5.5 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.
5.6 How do I list my TPG Digital Voice number in the directory?
Please follow the instructions below to register your existing TPG phone number in the Directory Listing.
- Log into 'My Account' at www.tpg.com.au/account
- Click 'View TPG 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
Plan Change & Relocation
6.1 I am an existing TPG NBN customer, what should I be aware of during relocation?
We can provide TPG NBN plan to your new location if TPG NBN is already available in that area. However you will be required to select a new TPG username for the NBN service at your new location.
6.2 How much does a relocation cost?
6.3 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 Broadband with Digital Voice relocation fee applies.
6.4 Can I change my NBN plan?
You can only change plan (upgrade/downgrade) within NBN FTTN Bundle plans. TPG NBN FTTN Bundle customers are not able to change their plan to a TPG ADSL2+/ADSL services. Please refer to our NBN Additional Pricing.
6.5 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 applies if you are still currently in a contract. The cancellation fee 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.
6.6 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 call our Customer Service on 1300 365 313.
6.7 Do I have to return the included Wi-Fi Modem Router if I cancel my service?
No, the modem is yours.