TPG HOME WIRELESS BROADBAND

What is Home Wireless Broadband?

Home Wireless Broadband is a Fixed Wireless broadband service powered by the 4G mobile network. It's a great alternative to fixed line broadband services such as the NBN, particularly for those who are currently on a basic NBN12 plan. We’ll check coverage at your address before we connect your service.

How is Home Wireless Broadband different to WiFi?

Home Wireless Broadband and WiFi are related, but they're not the same thing.

• Home Wireless Broadband is a broadband access service that connects your home to the internet. Your Home Wireless Broadband Modem connects to nearby mobile towers to deliver internet to your home.
• WiFi is a method to connect devices to your modem. Your Home Wireless Broadband Modem broadcasts a WiFi signal throughout your home so you can wirelessly connect your smartphone, laptop and other WiFi devices. 

Does Home Wireless Broadband include a phone service?

Home Wireless Broadband is a data-only broadband service. It does not include a standard phone service.

Eligible existing TPG broadband customers can get an optional Virtual Phone service which allows you to:

• Forward all incoming calls to an alternative phone number of your choosing (Standard Australian landlines/mobiles only).
• Keep your existing phone number, should you wish to switch back to NBN, or switch to a phone service with another provider.

Note: Making calls and all other phone features will be unavailable.

If you do not port your phone number to us at the time of applying for the Home Wireless Broadband service you will not be able to apply for Virtual Phone at a later date.

Home Wireless Broadband Speeds

Techy types should be aware that Home Wireless Broadband uses CG-NAT. Carrier-grade NAT (Network Address Translation) is a type of network that assigns services with a private IP address, instead of a dynamic public IP address. Our network will then translate that private address into a public address. This means that the following items (which depend on internal NAT) will not work on Home Wireless Broadband:

• Port forwarding
• Hosting web, email or file servers internally
• Smart Home systems (e.g. accessing security camera footage remotely, home automation and printers)
• Remote Access (i.e. accessing your home computer or devices from another location)

If you need any of these items in your home setup, Home Wireless Broadband won’t be the right fit for you. Please check your address on our website for one of our other great broadband plans.

Is there a contract to purchase Home Wireless Broadband?

All Home Wireless Broadband plans are available on a no lock-in contract.

How am I billed for my Home Wireless Broadband service?

Home Wireless Broadband is provided on a prepaid basis. You must pay the monthly recurring charges in advance. TPG will debit your bank account/credit card 7 days prior to the end of the billing period for the following billing period’s monthly charge.

Are there any excess charges?

No, it isn’t possible to accrue any excess charges with Home Wireless Broadband.

Do I need to purchase any new hardware or equipment to use Home Wireless Broadband?

To use Home Wireless Broadband, you must use the Home Wireless Broadband Modem supplied by us. All our new Home Wireless Broadband customers will get this modem included with their plan.

What is the Home Wireless Broadband Modem Non-return fee?

If you receive a new modem (RRP $192) with your order, you’ll pay $0/mth when you stay connected over 24 months. However, if you cancel your plan or your service is withdrawn within 24 months, you won’t need to pay out the modem, as long as it’s returned to us in Good Working Order within 21 days of cancellation/withdrawal. Otherwise, you’ll need to pay $8/mth for each remaining month. Max modem non-return fee is $192.

If you receive a refurbished modem within your order, there is no modem non-return fee for refurbished modems. However, TPG retains ownership of the modem – so if you cancel your plan or your service is withdrawn, the refurbished modem must be returned to TPG within 21 days of cancellation/withdrawal.

Is there a cancellation fee for Home Wireless Broadband?

Home Wireless Broadband is only available on a no lock-in contract, so there's no contract break fee if you cancel in the first 24 months of your plan.

If a new modem is provided, a non-return fee may apply if you don’t return the modem within 21 days of cancelling your service or your order being withdrawn. Please refer to our Service Description and Terms for more details.

Where is Home Wireless Broadband available?

Home Wireless Broadband is currently available at select addresses only.

Please note: Home Wireless Broadband is only for use within Australia at the address nominated on your application. If you need to move house, please contact us so we can check coverage at your new address.

Will Home Wireless Broadband work if I live in an apartment or own a two storey property?

Yes, Home Wireless Broadband should work in multi-dwelling units (like apartments) and multi-storey properties. For best results, position your Home Wireless Broadband Modem near a window, away from direct sunlight.

Can I take my Home Wireless Broadband service to another location (e.g. holiday or moving house)?

No. The Home Wireless Broadband service uses our 4G Network and is only for use at the address nominated on your application. The service will be disconnected if we identify that you have moved to another location. If you wish to move the service address, please contact us to check service and network availability at the new location and notify us if you wish to set up your service at your new location.

What do I need for a Home Wireless Broadband service?

All you'll need is a TPG supplied Home Wireless Broadband Modem for your broadband service to operate as expected.

Please note: Some premises may require the use of external antennae with the Home Wireless Broadband Modem. 

Can I use my router from another provider?

No. You must use the Home Wireless Broadband Modem supplied by us or one of our approved partners (e.g. Vodafone).

Can I use my SIM card from another provider or from my mobile device with the Home Wireless Broadband Modem?

No. The TPG SIM card should not be removed from your Home Wireless Broadband Modem.

Will my medical alarm, security alarm, EFTPOS machine or fax machine work on the Home Wireless Broadband network?

Many types of devices that are normally connected to phone lines (such as medical alarms, back to base alarms, EFTPOS machines, fax machines and more) will not work over the Home Wireless Broadband network as Home Wireless Broadband does not include a Phone service that is able to make outgoing calls.

Please note: TPG does not offer a Priority Assistance service. If you have Priority Assistance or believe you may be eligible, please consider this before lodging your application.

How long does it take to get connected to Home Wireless Broadband?

Not long! As soon as the Home Wireless Broadband Modem arrives (within 1-3 business days for metro areas or 7 days for regional areas), simply plug it in and you'll be able to get online.

Please note if you are changing your existing NBN service to Home Wireless, your NBN service will be automatically disconnected 7 days after you’re connected to Home Wireless Broadband. Please inform us if you do not wish for your NBN service to be disconnected. You will continue to be charged for your NBN service if you choose to keep it running beyond the 7 days.

What if Home Wireless Broadband isn't the right fit for me?

If Home Wireless Broadband isn't working out for you, we may have another broadband plan that will better suit your needs. We recommend that you check your address on our website for alternative broadband plans such as NBN or Fibre to the Building.

Customers who were previously connected to a TPG NBN plan can reconnect to NBN by contacting TPG Support. We’ll keep your NBN plan connected for your first 7 days on Home Wireless Broadband so you can easily switch back. NBN reconnection fees may apply after 7 days.

• Standard Terms & Conditions
• Service Description and Terms – Home Wireless Broadband Service