FAQs

Please click on the following links to view the frequently asked questions (FAQs) of the individual service components.

ADSL2+ FAQ

TPG Video Surveillance FAQs


Video Surveillance FAQs

1.1. What is TPG ADSL2+ with Video Surveillance?
TPG ADSL2+ with Video Surveillance is a bundled deal of Standalone ADSL2+ and Video Surveillance service. You need to have a standard telephone service with Telstra or a reseller of Telstra.
1.2. What are the prerequisites of ADSL2+ with Video Surveillance service?
Prerequisites for ADSL2+ with Video Surveillance plan:
  1. You need to be located in a selected TPG ADSL2+ enabled exchange area.
  2. An active standard telephone service with another provider.
  3. A Video Surveillance Camera ($139.99 once off) from TPG.
  4. An ADSL2+ Modem (you can purchase a modem from TPG).
  5. Power connectivity for all equipment
1.3. Can I use my own camera for TPG Video Surveillance service?
No, this service will only work with the Video Surveillance Camera sold by TPG.
1.4. I have ADSL with TPG, can I upgrade to ADSL2+ with Video Surveillance plan?
ADSL2+ with Video Surveillance service is only available to new customers. Existing customers on other TPG broadband plans cannot change their current service to ADSL2+ with Video Surveillance service.
1.5. How long does it take to get this service installed on my nominated phone line?
  1. Registration - Allow 1 business day
  2. Verification/line qualification - Usually same day unless further testing is required.
  3. Initial charging - Usually same day unless further investigation is required. After qualification is successful TPG bills the customer for:
    • Video Surveillance Camera $139.99
    • Optional Equipment (Modem Router etc)
    • Equipment delivery fee ($10)
    • The first month monthly access charge ($49.99)
  4. Service Activation Request - allow 3 working days
    You can use the Video Surveillance service from the moment you have received the camera from us, before using the video surveillance service you have to activate the camera by logging online at (www.tpg.com.au/video-surveillance/login)
  5. Equipment Configuration and Delivery - your video surveillance camera and any optional equipment will be couriered directly to you after TPG has configured it. Delivery to metro areas and major towns will take between 1-2 business days and delivery to rural and remote areas will take between 2-5 business days.
  6. Installation of Service - Customer and Dealer will be advised of installation by e-mail.
    Please Note: Business days do not include National or Public holidays and weekends.

Note: Billing period will commence when the service is first activated. Installation will proceed on receipt of payment. Allow 5 business days for direct debit payment processing.
1.6. Once I register for ADSL2+ with Video Surveillance, can I cancel the Video Surveillance or the ADSL2+ component?
TPG ADSL2+ with Video Surveillance is a bundle deal with a minimum contract period of 18 months. Cancellation of the bundle before the expiry of the minimum contract period will incur an early termination charge 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.

You can change plan to other TPG Standalone ADSL2+ plans, however upgrade/downgrade fees may apply & contract term can restart (more information www.tpg.com.au/products_services/adsl_additionalprices.php )
1.7. How do I sign up for ADSL2+ with Video Surveillance service?
You can sign up to ADSL2+ with Video Surveillance in the following way:
  • ADSL2+ with Video Surveillance Home Page at TPG Website
  • Calling the Sales Team on 1300 365 313
1.8. How much is the equipment delivery fee?
A $10 equipment delivery fee applies if equipment is not collected from TPG's Head Office (65 Waterloo Road, North Ryde, NSW 2113. All equipment will be delivered in one package.
1.9. Can I purchase additional Video Surveillance cameras?
You cannot purchase additional Video Surveillance cameras from TPG. ADSL2+ Unlimited with Video Surveillance is a bundled package and only one Video Surveillance camera is allowed with each ADSL2+ Unlimited plan.
1.10. How do I cancel my ADSL2+ with Video Surveillance service?
You can cancel this bundle by giving TPG at least 30 days written notice. The service has to be paid up to the end of the notice period and early termination fee (up to $350) applies if you cancel before the end of your contract period.
1.11. Do I have to pay an early termination fee if I cancel my ADSL2+ with Video Surveillance service before the end of 18 month contract term?
Yes, the early termination fee of up to a maximum of $350 will apply if you cancel the ADSL2+ with Video Surveillance service before the 18 month contract term.
1.12. Can I keep my video recording files in TPG Cloud Storage for more than 48 hours?
No, the video recording files will only be stored in our Cloud Storage for 48 hours from the day it is saved. However, you can download the video files and store them in your computer before they are deleted.
1.13. Can I log in from anywhere to view my recorded events and live events?
Yes, you can log into www.tpg.com.au/video-surveillance/login from anywhere as long as you have an internet connection and a PC or laptop.
1.14. How many log-in session at any given time is permissible to this address www.tpg.com.au/video-surveillance?
3 login sessions at any given time can be done from any computer as long there is an Internet connection.
1.15. Can I download the archived video files?
Yes, you can download the archived video files by logging into at www.tpg.com.au/video-surveillance, select the video file you want to download and then click the Export Video button. The recorded video files will be downloaded as .flv format and surveillance videos will be only stored in TPG Cloud storage for 48 hours.
1.16. What is the format of the downloaded video files?
The video files are recorded in FLV video format. We recommend you download VLC media player in order to play the downloaded video files.
1.17. What is the resolution of the videos recorded by TPG Video Surveillance?
The video recordings have a standard VGA resolution of 640 x 480 pixels. Bandwidth interruption, congestion and dark environment may result in reduced video quality.
1.18. What are the payment options for ADSL2+ with Video Surveillance service?
Monthly access charges are billed monthly in advance. Payment options are Direct Debit or Credit Card.
1.19. Is there any minimum requirement for ADSL2+ with Video Surveillance service?
Video Surveillance service will only be functional when the ADSL2+ service is active with a minimum upload bandwidth of 256Kbps. A failure of the electrical power supply will result in no video recordings being made.
1.20. Is there a setup fee for ADSL2+ with Video Surveillance service?
There is $0 setup fee for ADSL2+ with Video Surveillance service.
1.21. Is there any equipment included with ADSL2+ with Video Surveillance?
There is no equipment included with ADSL2+ with Video Surveillance plan. You must purchase the Video Surveillance camera from TPG to use this service, the price of the camera is $139.99 once off. Customer can purchase a modem router from TPG or use their existing compatible modem router. However, please note that we offer only limited support to BYO equipment.
1.22. Can I connect to the Video Surveillance camera via Wi-Fi?
Before starting the activation process of the Video Surveillance Camera please check the following items:

  1. DHCP server setting is enabled in the modem router.
  2. For wireless connection, please make sure SSID or Wireless Access Point is not hidden.
  3. Adobe Flash Player (to download - http://get.adobe.com/flashplayer/) is installed on the computer where you are going to watch the live stream.

Step 1. Plug the power cable and the Ethernet cable into the back of the camera.
The other end of the Ethernet cable must be connected to the back of your Modem Router.

Step 2. Check all 3 camera lights are on and wait for a few minutes before logging into www.tpg.com.au/video-surveillance/login to activate the camera.

You will require the following 2 items:
  1. Username: <e.g. test123>
  2. Password: <e.g. password>

Please use the username and password you have nominated at the time of signing up with TPG. If you have forgotten your password, you can retrieve it via www.tpg.com.au/password. Alternatively you may contact our Customer Service on 13 14 23.

Step 3: TPG system will check if the camera has the latest firmware. If the camera does not have the latest firmware, the following message will be displayed.

"Camera Firmware Upgrade Required.
DO NOT Power off or Disconnect the Camera during the upgrade"


You will know the firmware upgrade is complete when the "Upgrade Complete" message is displayed.

NOTE: Click the "Close" button and the camera is ready to use now. If you wish to connect via Wi-Fi, please follow the remaining steps.

Step 4: Click "Wireless Config" on the top right corner of the page.

Step 5: Select your Wi-Fi network name (SSID) from the dropdown list.

Step 6: Enter your Wi-Fi network password in the Network Key field.

Step 7: Click "Connect". If successful, a confirmation message will be displayed.

Step 8: Unplug the Ethernet cable.

Step 9: Your camera should now be connected via Wi-Fi. Log into www.tpg.com.au/video-surveillance/login to check if live streaming is working.
1.23. How long does it take for the installation of ADSL2+ with Video Surveillance service?
The normal installation timeframe for ADSL2+ with Video Surveillance service is 3-5 working days. The Video Surveillance service will be ready to use after the ADSL2+ service is installed, and once you activate the Video Surveillance Camera. The activation process for the Video Surveillance camera is outlined in FAQ 1.22.