TPG NBN Business Bundle - Unlimited Data Usage, Superfast Speed, Unlimited Local & National Calls
TPG NBN FAQs

Service

Availability & Ordering

TPG Landline

Usage and Charges

Optional Services & Features

Plan Change & Relocation



Service

1.1 What is the NBN?
The National Broadband Network (NBN) is a national communications infrastructure currently being built by NBN Co on behalf of the Federal Government.
1.2 When is the NBN coming to my area?
NBN Co has scheduled the roll out of the network around the country. To find out when your area will be covered by the NBN, check the NBN Co's coverage map
1.3 When can I sign up for TPG NBN service?
You can sign up to TPG NBN service when it is available in your area. To check availability, please visit TPG NBN Availability Checker.
1.4 Do I have to switch to the NBN?
If you live in an area where NBN has been rolled out and you wish to keep your landline or Internet service, you will need to switch to the NBN before the copper infrastructure in your area is decommissioned. This may occur about 18 months after NBN becomes available in your area.
1.5 How is NBN's reliability compared to ADSL broadband?
NBN service is delivered using fibre optic technology which is generally more reliable than a standard ADSL broadband service. Fibre optic technology is affected less by distance, weather conditions and radio and electromagnetic interference.
1.6 Are the speeds provided by the NBN guaranteed?
Actual throughput speeds may be slower and could vary due to many factors including type/source of content being downloaded, hardware and software configuration, the number of users simultaneously using the network and performance of interconnecting infrastructure not operated by TPG. Devices connected by Wi-Fi may experience slower speeds than those connected by Ethernet cable.
1.7 What is a Static IP Address?
A Static IP address is a permanent address assigned to your internet connection. Businesses find this type of IP address very useful because other devices would know exactly how to contact a device that uses a static IP.

It is common to have a static IP when you host your own website, have a file server in your network, are running a print server or need to remotely connect to your PC among others.

All TPG NBN Business services come with a Static IP included.


Availability & Ordering

2.1 Can I get TPG NBN?
TPG NBN service is only available:
  • In selected NBN coverage areas
  • If you are an existing TPG ADSL2+ customer and interested in the NBN service, call our Customer Service on 1300 365 313.
2.2 I'm renting, how do I get the NBN?
You will need to get permission from the property owner to install NBN equipment in your premises. We recommend that you discuss with your property manager or landlord about installation of TPG NBN service.
2.3 Will TPG supply me with a router to work with the NBN?
Yes, TPG NBN plans include an NBN ready 4 ports Wi-Fi router, a $10 delivery fee applies.
2.4 How long will the installation of my NBN service take?
Installation of NBN service can take between 2 to 30 working days depending on the demand of NBN services in your area and the availability of the NBN Co technician to perform the installation.
2.5 Will TPG notify me of the installation date during the application process?
Yes. You will be sent an email notification confirming the installation date and timeframe. You, or an authorised representative (someone over 18), need to be at the premises for the whole appointment.
2.6 Is a technician appointment required to install the NBN service?
If your premises has not been connected with all necessary NBN equipment, a standard installation will be required which can include connecting a fibre optic cable from your street to the NBN utility box (also known as Premises Connection Device or PCD) installed on the outside of your premises and NBN supplied equipment installed inside your premises. If your premises has an active NBN service connected previously then it is unlikely that you would require a technician's visit.

If an installation appointment is required, you or an authorised person over 18 years of age will be required to be at the premises on the day of the technician’s visit. After you have submitted your order, TPG will confirm if an installation appointment is needed. If so, TPG will organise this and contact you with the appointment details.

On the installation day, an NBN installer will come to your premises to install the necessary equipment.
2.7 What do I need to consider before the installation appointment?
You will need to think about where you want the NBN connection box (also known as Network Termination Device or NTD) and power supply to be installed, as on the day of installation you will need to point out to the installer the location where you want these NBN equipment to be installed. The installer will confirm whether the requested work can be performed without additional charges. Most suitable places are: near an accessible power point, in a cool, dry, ventilated area and away from busy areas where it may be knocked and damaged.

You need to be aware of fact that the NBN connection box will be installed somewhere 'inside' your premises which may not be in your desired area. This placement may impact how you get connected to NBN service and the type of router (e.g. Wi-Fi) or handset you intend to use.

Click here to download the Preparing for the Fibre Connections Guide.
2.8 What will happen on the day of installation?
When the installer arrives at your property, ensure you check their ID before letting them inside, to ensure they are a contracted NBN technician. The next step is for your installer to drill a small hole through your wall and feed the fibre optic cable from the outside into the NBN connection box. There will also be a separate power supply box which includes a backup battery (find more information about back up battery here) that will keep your NBN connection box running for up to five hours in case of power failure.

Prior to the installation day, you should think about where you wish the NBN connection box to be installed inside the premises. It should be located in an easily accessible, cool, dry, ventilated area with access to a dedicated power point near your existing phone or network cabling.

NBN technicians will install all the equipment required to connect your premises to the NBN network, which may include a:
  • NBN Utility Box (also known as Premises Connection Device – PCD)
  • NBN Connection Box (also known as Network Termination Device – NTD)
  • Power supply with battery back up
NBN Install Diagram

The technicians are not required to install any further equipment.
2.9 What can I expect during installation?
If your building doesn't already have a fibre-optic cable connected, running the cable into your premises may require the digging of a small trench, or, if it's coming from overhead, some minor clearing of vegetation. NBN Co has a strict "leave it as it's found" policy so there is no need to be concerned about any permanent damage to your property. If your premises already have fibre-optic cable connected to a Premises Connection Device (PCD), standard installations normally take between approximately 2 and 4 hours. If your premises do not have the fibre optic cable connected then a standard installation could take between 4 and 8 hours. If you request the NBN Co technician to perform a non-standard installation, the time required may be longer.

Also remember, some furniture may need to be moved and some drilling work might be required to mount the equipment, so be prepared for noise and dusts. Some places might not be possible due to safety or other considerations such as if there is additional wiring work required.
2.10 Will my TPG NBN service work when there is a power failure?
TPG NBN service includes a backup battery unit to provide power to the Data and Voice ports on the NBN Connection Box in the event of a power outage. You will be able to make phone calls if you are using a standard corded phone that does not require power.

However, the backup battery will not provide power to your router which means that your NBN Broadband will not work when there is a power failure. If your handset requires electricity to operate, it will also not work when there is a power failure.
2.11 What is my Network Boundary Point?
TPG is responsible to deliver the service to the Network Boundary Point which is your side of the user network interface on the NBN Co’s provided NBN Connection Box (or Network Termination Device).
2.12 I have NBN equipment installed at my premises. How do I set up my network and Landline?
You will need to connect a compatible router to one of the UNI-D ports on your NBN Connection Box. A standard phone handset can be connected to one of the UNI-V ports on your NBN Connection Box. Upon activation of your TPG NBN Broadband with Landline service, we will advise you of which UNI-D and UNI-V ports to connect to.
2.13 I have NBN with another provider. Can I get NBN from TPG?
Yes. You can make a new application with TPG and then cancel your existing service with the other provider (cancellation charges may apply with your other provider).


TPG Landline

3.1 What is TPG Landline service and how reliable is this service?
TPG Landline is a standard telephone service, which is bundled with our NBN Business Broadband plans. TPG Landline includes line rental and it allows you to make local, national, 13 and 18, mobile and international calls. You can make phone calls directly through the UNI-V port on your NBN Connection Box using a standard telephone device. Calls to 1900 numbers are not supported.

TPG Landline is delivered via TPG's own network infrastructure where the call is carried directly over the NBN network between the customer premises and TPG switching equipment, so you can expect a high quality of service and enjoy great call rates and super fast NBN broadband on a single connection.
3.2 What does Premises mean?
"Premises" means the location where you intend to use the service.
3.3 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.
3.4 Can I use my existing phone wall socket for TPG Landline?
Your phone handset can be connected directly to one of the UNI-V ports on your NBN Connection Box (NTD). When your NBN Broadband with Landline service is activated, TPG 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.
3.5 What Spend Management Tools does TPG offer?
With TPG Landline services, 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 1300 365 313.
3.6 Once TPG NBN Broadband with Landline is installed, are there any services that will not work on my TPG Landline?
Yes, the following services will not operate on your TPG Landline line:
– Fax to national numbers in the Telstra, Optus, AAPT and Primus PSTN network is supported; fax to international numbers is not reliable; and VoIP based fax is not supported.
– EFTPOS
– PABX
– 56K Dial up modem
– Watching standard Digital Pay TV (e.g. Foxtel) programs will still work however services such as voting and On Demand program purchase via your telephone line will not work. If you have the latest Foxtel set top box, you can purchase programs using the Ethernet connection in the set top box to connect via TPG NBN Broadband.
3.7 Does Foxtel On Demand or program purchase work with TPG NBN Broadband with Landline?
If you have the latest Foxtel set top box, you can purchase and download programs using the Ethernet connection in the set top box to connect via TPG NBN Broadband. This is even better for you as you do not have to worry about your Broadband monthly usage quota when you download Foxtel On Demand programs.

If you have the older Foxtel set top box without an Ethernet connection, program purchase through your landline will not work with TPG Landline. We suggest you contact Foxtel about upgrading your set top box.
3.8 Can I have TPG's NBN Landline Service only (without TPG NBN Broadband)?
No, TPG NBN Landline can only be ordered with TPG NBN Business Broadband.
3.9 While my phone number is being ported to TPG, can I still make outgoing calls?
Yes, as soon as your service is activated, your NBN Business Broadband with Landline service will begin to work and you will be able to make outgoing calls from your TPG Landline. TPG will charge you for any call usage. However, 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.
3.10 Can I call emergency numbers with my NBN Broadband with TPG Landline service?
Yes, with TPG Landline you are able to call 000.


Usage and Charges

4.1 How am I charged for TPG NBN Broadband with Landline?
Monthly access charges (include NBN Broadband monthly charges and Landline monthly charges) are billed monthly in advance.

Landline Prepayment Outside Included Value:
All TPG services are prepaid. You must pay the monthly recurring charges in advance. 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. 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.
4.2 How do the mobile and national call caps work?
Take advantage of some fantastic savings with our National Cap and National Mobile Cap.

National Call Cap: Charges are capped at $2 for up to the first 20 minutes per call. Per minute national call charges apply thereafter (charged per 30 seconds)

National Mobile Call Cap: Charges are capped at $2.48 for up to the first 20 minutes per call. Per minute national mobile call charges apply thereafter (charged per 30 seconds)

For example, if you make a mobile call that lasts 40 minutes, charges are:
First 20 minutes ($0.39 x 20 minutes + $0.39 call connect) = $8.19 however TPG will only charge you $2.48
Next 20 minutes ($0.39 x 20 minutes) = $7.80
Total charge: $10.28

If you make a national call that lasts 7 minutes, charges are:
($0.25 x 7 minutes + $0.39 call connect) = $2.14 however TPG will only charge you $2
4.3 Can I receive Reverse Charge Calls/Collect Calls using TPG's Landline service?
No, TPG Landline does not support the receiving of Reverse Charge Calls/Collect Calls.
4.4 Can I view my TPG Landline call usage online?
Yes. You can view your outgoing call usage online by logging into 'My Account' at www.tpg.com.au/account.
4.5 Can I use TPG Landline for local calls only and choose another provider for other calls (national long distance, international, calls to mobiles)?
No. TPG Landline is full service including line rental, local, national, international and mobile calls. Customers must not preselect to another carrier or use the TPG Landline service to make override calls on a third party network.
4.6 Will I receive paper bill?
No. You can view the current and previous bills online by logging into the 'Your Account' section on the TPG website (www.tpg.com.au). It’s simple and secure. Select 'Your Account Statement' under 'Account Management'.
4.7 What is nbn™ New development Charge?
On 2 April 2016 nbn™ introduced the New Development Charge which is a one-time charge of $300 to all new orders for services in new development locations. This charge is a contribution in a new development to the infrastructure cost of the nbn™ network.

We will inform you during the registration process if the New Development Charge applies to your premises.


Optional Services & Features

5.1 Can I keep all the same specific services and features when I change my phone company to TPG?
TPG Landline offers a range of free standard features e.g. call barring, call waiting, call forwarding. However there may be some specific services on your existing line that are incompatible with TPG Landline. Click here to view the call features and service we offer.
5.2 How do I activate the standard features like call barring and call waiting?
Please follow the steps below.
  • Log into 'My Account' at www.tpg.com.au/account
  • Click 'View NBN Landline Service Account'
    nbn-myaccount-screenshot
  • Click 'NBN Landline Service Control Panel'
    nbn-myaccount-screenshot 2
5.3 Can I forward/divert calls to international numbers?
No, call forwarding to international numbers is not supported.
5.4 How is the Call Forwarding feature charged?
Standard call rates apply to forwarded calls. If you have local, national or mobile calls included in your plan, call forwarding is included as part of your plan as explained below.
  • L and XL Bundles allow unlimited call forwarding to Local numbers and Standard National numbers
  • XXL Bundle allows unlimited call forwarding to Local numbers, Standard National numbers and Australian Mobiles
NOTE: Call forwarding to international numbers is not supported.
5.5 Will my phone number be listed in the directory when I port my number across from my current phone provider to TPG?
Your directory listing (if any) from your previous provider may or may not be carried across to TPG. TPG will not list your number by default, however customers may choose to list the number in the directory by logging into Your Account section after their account with TPG is active.
5.6 How do I list my TPG Landline number in the directory?
Please follow the instructions below to register your existing TPG phone number in the Directory Listing.
  • Log into 'My Account' at www.tpg.com.au/account
  • Click 'View TPG Landline Service Account'
  • Click 'Landline Service Control Panel'
  • Under 'Directory Listing', ensure that 'listed' is selected
  • Click 'Update' at the bottom of the page


Plan Change & Relocation

6.1 I am an existing TPG NBN customer, what should I be aware of during relocation?
We can provide TPG NBN plan to your new location if TPG NBN is already available in that area. However you will be required to select a new TPG username for the NBN service at your new location.
6.2 How much does a relocation cost?
Please refer to our NBN Additional Pricing.
6.3 What if I am relocating to a location where TPG does not offer NBN?
We may be able to offer other products that are available in your new location. Standard NBN Bundle relocation fee applies.
6.4 Can I change my NBN Business plan?
You can only change plan (upgrade/downgrade) within NBN Broadband with Landline plans. TPG NBN Broadband with Landline customers are not able to change their plan to a TPG ADSL2+/ADSL services. Please refer to our NBN Additional Pricing.
6.5 Is there any cancellation fee if I cancel my TPG NBN service?
There is no cancellation fee if you are out of contract or in a no lock-in contract term. You may cancel the service by giving TPG at least 30 days written notice. You must pay for the service until the end of the notice period.

Cancellation fee applies if you are still currently in a contract. The cancellation fee is 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.
6.6 I am an existing TPG ADSL2+ customer. Can I switch to TPG NBN plan?
If you are an existing TPG ADSL2+ customer and interested in the NBN service, please call our Customer Service on 1300 365 313.
6.7 Do I have to return the included Wi-Fi Modem Router if I cancel my service?
No, the modem is yours.



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