TPG 5G Home Broadband

What is 5G Home Broadband?

5G Home Broadband is a Fixed Wireless broadband service powered by our 5G network. It's a great alternative to fixed line broadband services such as the NBN. We’ll check coverage at your address before we connect your service.

How is 5G Home Broadband different to WiFi?

5G Home Broadband and WiFi are related, but they're not the same thing.

• 5G Home Broadband is a broadband access service that connects your home to the internet. The 5G Home Broadband Modem connects to nearby mobile towers to deliver internet to your home.
• WiFi is a method to connect devices to your modem. The 5G Home Broadband Modem broadcasts a WiFi signal throughout your home so you can wirelessly connect your smartphone, laptop and other WiFi devices.

Does 5G Home Wireless Broadband include a phone service?

5G Home Broadband is a data-only broadband service. It does not include a standard phone service.

For eligible existing TPG broadband customers with a phone service, 5G Home Broadband offers a Virtual Phone service that 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 5G Home Broadband service you will not be able to apply for Virtual Phone at a later date.

5G Home Broadband Speeds

5G Home Broadband speeds are not guaranteed and may vary due to various factors explained below.

These plans are recommended for browsing, emails, social media, streaming music, SD, HD and 4K video. It will not be suitable for online gaming where games are particularly time-sensitive such as multi-player shooters.

*Typical Evening Speeds are subject to change and are measured from 7pm to 11pm. Speeds are not guaranteed and may vary due to the number of users, WiFi signal strength, network infrastructure, network congestion and more. Speeds are variable and you may experience slower speeds than the applicable maximum during busy periods and other times.

What is CG-NAT and how does it affect 5G Home Broadband services?

Techy types should be aware that 5G Home 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 5G Home 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, 5G Home Broadband won’t be the right fit for you. Please check your address on our website for one of our other great broadband plans.

Latency and gaming

5G is great for most online applications (including casual gaming), but if you require ultra-low latency where every millisecond matters (for example, professional gaming), 5G Home Broadband may not be the right fit for you.

Is there a contract to purchase 5G Home Broadband?

All 5G Home Broadband plans are available on a no lock-in contract.

How am I billed for my 5G Home Broadband service?

5G Home 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 5G Home Broadband.

Do I need to purchase any new hardware or equipment to use 5G Home Broadband?

To use 5G Home Broadband, you must use the 5G Home Broadband Modem supplied by us. All our new 5G Home Broadband customers will get this modem included with their plan.

What is the 5G Home Broadband Modem Non-return fee?

If you receive a new modem (RRP $612) with your order, you’ll pay $0/mth when you stay connected over 36 months. However, if you cancel your plan or your service is withdrawn within 36 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 $17/mth for each remaining month. Max modem non-return fee is $612.

If you receive a refurbished modem with 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 modems must be returned to TPG within 21 days of cancellation/withdrawal.

Is there a cancellation fee for 5G Home Broadband?

5G Home Broadband is only available on a no lock-in contract, so there's no contract break fee if you cancel in the first 36 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 Pricing Schedule for more details.

Where is 5G Home Broadband available?

5G Home Broadband is currently available at select addresses only.

Please note: 5G Home 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 5G Home Broadband work if I live in an apartment or own a two storey property?

Yes, 5G Home Broadband should work in multi-dwelling units (like apartments) and multi-storey properties. For best results, position your 5G Home Broadband Modem near a window, away from direct sunlight.

Can I take my 5G Home Broadband service to another location (e.g. holiday or moving house)?

No. The 5G Home Broadband service uses our 5G 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 5G Home Broadband service?

All you'll need is an TPG supplied 5G Home Broadband Modem for your broadband service to operate as expected.

Can I use my router from another provider?

No. You must use the 5G Home Broadband Modem supplied by us.

Can I use my SIM card from another provider or from my mobile device with the 5G Home Broadband Modem?

No. The TPG SIM card should not be removed from your 5G Home Broadband Modem.

Will my medical alarm, security alarm, EFTPOS machine or fax machine work on the 5G Home 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 5G Home Broadband network as this service 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 5G Home Broadband?

Not long! As soon as it 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 an existing TPG NBN customer, your existing NBN service will be automatically disconnected 7 days after you’re connected to 5G Home 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 5G Home Broadband isn't the right fit for me?

If 5G Home 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 5G Home Broadband so you can easily switch back. NBN reconnection fees may apply after 7 days.

• Standard Terms & Conditions
• Service Description and Terms – 5G Home Broadband Service