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  1. 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.

  2. Can I use my existing phone wall socket for TPG Voice service?

    If you have NBN FTTN, FTTB, FTTC, HFC or Fixed Wireless:
    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.

    If you have NBN FTTP:
    You can use your current telephone handset, however it will have to be plugged directly to one of the UNI-V ports on your NBN Connection Box (NTD). When your NBN service is activated, we will advise you of which port to use. If you wish to connect your phone to an existing wall socket, you should check if your in-premises wiring is connected to the NBN service. If it is not connected to NBN, you may need to install additional permanent phone or data cabling through wall, floor or ceiling cavities which must be done by a cabler registered with an Australian Communications and Media Authority (ACMA) accredited industry registrar.

  3. 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.

  4. Can I keep the phone number assigned by TPG when I no longer want to have the Voice service with TPG?

    You need to check with the new or gaining provider if they are able to port from TPG.

  5. While my phone number is being ported to TPG, can I still make outgoing calls?

    Yes, as soon as TPG NBN service has been installed, you will be able to make outgoing calls from your TPG Voice Service. TPG will charge you for any call usage. However, inbound calling to your number will not commence on TPG Voice Service until porting is completed which will take an additional 1 to 5 business days after your TPG NBN Service is installed.

  6. What Spend Management Tools does TPG offer?

    With TPG 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 via My Account at www.tpg.com.au/account. For more information about using these tools, please contact Customer Service on 13 14 23.

  7. Once TPG NBN Voice Service is installed, are there any services that will not work on my TPG Voice Service?

    TPG 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).

  8. Can I watch Foxtel if I have TPG NBN bundle service?

    Yes, watching regular Foxtel programs is not affected by TPG NBN Bundle service. Regular Foxtel programs use an entirely separate connection from your NBN or Voice connection.

  9. Does Foxtel On Demand or program purchase work with TPG NBN?

    If you have the latest Foxtel set top box, you can purchase and download programs using the Ethernet or Wi-Fi connection (set top box dependant) in the set top box to connect via TPG NBN Broadband.

    If you have the older Foxtel set top box without an Ethernet or Wi-Fi connection, program purchase through your landline will not work with TPG Voice service. We suggest you contact Foxtel about upgrading your set top box.

  10. Once I register for NBN Bundle, can I cancel the NBN service or Voice service component?

    No, the NBN or Voice service cannot be cancelled separately. Since TPG NBN is a bundle plan, cancellation will cease both services.

  11. Do I need to call my current provider to cancel my existing home phone service or Internet?

    Once your TPG NBN bundle 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.