Fibre to the Home - FTTH Plans

For personal use by approved customers in selected areas only. Subject to service qualification check. TPG FTTH is a data and phone service. You cannot share data or call inclusions between your TPG FTTH Plan and your TPG Mobile Plan and vice versa.

Minimum monthly spend is calculated as the first month’s plan fees plus $10 modem delivery fee and $20 Prepayment. Recurring monthly plan fees for included data are charged in advance for the following billing month, 7 days before the start of the month. Calls made that are not included in your plan will be charged by deducting usage charges from your Prepayment. You will be charged for using your plan from the point of service activation at your premises.

Total minimum cost excludes any additional costs that may be incurred for non-standard connection.

A technician appointment is required to install any required FTTH equipment at your address. An FTTH ready modem (which is WiFi and VoIP enabled) will be delivered to you after purchasing this plan. You require this modem to use your FTTH and TPG Voice service. Third party modems are not supported. You may require a Network Termination Unit (NTU) with your FTTH service. If required, we’ll supply this to you without charge. The NTU remains the property of Vision Networks and should not be removed from a premises once installed. We will advise you of the date and time of the installation appointment once you have received the modem. You should receive the modem within 2-5 working days after it has been dispatched from our warehouse. You or an authorised person over 18 years of age will be required to be home on the day of installation for a technician visit. You will need to supply your own standard phone handset (approved for use in Australia) to use the TPG Voice service.

The installation of FTTH will disconnect the current copper-line telecommunications service that is connected to your premises but will not necessarily cancel any existing phone or broadband services. It is your responsibility to contact your existing service providers to ensure that unwanted services are cancelled, otherwise you may continue to be billed for them.

Where your address has multiple copper lines, the FTTH installer will confirm with you that the correct copper- line has been transitioned. Not all the devices and services currently using your copper-line phone and internet service will be able to operate over FTTH. This may include back-to-base alarms, personal response systems, fax machines, EFTPOS or your modem. Please check with your manufacturer or provider to see if the device or service is compatible with FTTH.

We are responsible for your service up to the Network Boundary Point, which is your side of the Main Distribution Frame (the telecommunications frame typically located in your building's communications room/basement). You are responsible for all cabling and equipment beyond that point.

Internet speeds on this plan are variable and you will typically experience much slower speeds than the maximum connection speed available on your plan.

Typical Evening Speed: This is the typical busy period download speed that the average consumer can expect to receive between 7pm and 11pm. It is not a guaranteed minimum speed and you may experience lower speeds during this period. The actual speeds you experience will vary on a number of factors such the technology used to deliver your service, interference, customer cabling and equipment, download source, quality and distance of in- building copper, the number of devices connected to your network and the content you access. Devices connected by Wi-Fi may experience slower speeds than those connected by Ethernet cable.

TPG Voice Service is delivered using voice over Internet Protocol (VoIP). The Voice Service supports fax to national numbers in the Telstra, Optus, AAPT and Primus PSTN network. Fax to international numbers is not reliable and VoIP based fax is not supported. The 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).

The 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 Voice Service will not work and you cannot make phone calls including "000" emergency calls.

Once an FTTH plan is purchased, you cannot cancel either component (FTTH or Voice Service). Cancellation will cease both services. You cannot purchase either TPG FTTH or Voice Service as a standalone service. Your FTTH plan application will take approximately 10 working days to complete however in some cases can take up to 20 working days. Your FTTB plan application is considered complete once the service is installed at your premises.

At registration time, you can choose to port your existing number to TPG or have TPG supply a Direct Inward Dial Number (DID) for use with the Voice service. This number will be allocated to you based on the address which you provide us at the time of registration.

TPG will make use of your number as a reference point to charge for local calls. TPG will use its best endeavours to supply the Integrated Public Number Database (IPND) with your address details for the purpose of emergency services (000) calling.

M Bundle Included Calls:

Charges for calls are not included in the FTTH M Bundle. Calls will be charged on a 'pay as you go' basis, deducted from your Prepayment. See https://www.tpg.com.au/fttb#TPG-Voice-Service-Call-Rates-fttb-ftth for pay as you go call rates. Calls to 19/1900 numbers are not supported.

L Bundle Included Calls:

FTTH L Bundle allows you to make unlimited Local Calls (excluding 13/1300 numbers), unlimited Standard National Calls to Landlines and unlimited calls to Standard Australian Mobiles. Calls to 19/1900 numbers are not supported. The 100 International Minutes per month included in the L Bundle can be used to call International Landline and Mobile destinations (excluding calls to satellite phones) listed on our International Call Rates page: https://www.tpg.com.au/international-callrates-fttb-ftth. Standard per minute rates listed on our International Call Rates page apply after the first 100 minutes of International Calls and for calls to satellite phones. Unused included minutes for international calls expire at the end of each month. Charges for calls made that are not included in the bundle (e.g. calls to 13/1300 and Directory Services) will be charged at listed TPG rates by deducting usage charges from your Prepayment.

XL Bundle Included Calls:

FTTH XL Bundle allows you to make unlimited calls to Standard Landline and Mobile numbers in 15 countries (Canada, China, France, Germany, Greece, Hong Kong, India, Malaysia, New Zealand, Singapore, South Korea, Taiwan, Thailand, United Kingdom, United States), unlimited Local Calls (excluding 13/1300 numbers), unlimited Standard National Calls to Landlines and unlimited calls to Standard Australian Mobiles. Calls to 19/1900 numbers are not supported. Standard per minute rates listed on our International Call Rates page apply for International Calls to other countries and calls to satellite phones: https://www.tpg.com.au/international-callrates-fttb-ftth. Charges for calls made that are not included in the XL Bundle (e.g. calls to 13/1300 numbers, Directory Services and satellite phones) will be charged at listed TPG rates by deducting usage charges from your Prepayment.

This service is provided on the basis that you waive your Customer Service Guarantee (CSG) in relation to the FTTH Phone. You do not have to agree to the waiver, but if you do not agree, we have the right to decline to supply the service.

All TPG services are prepaid. You must pay the monthly recurring charges in advance, 7 days before the start of the next month. 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 (“Prepayment”). 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.