TPG Support

TPG Home Phone FAQs

Service

Availability & Ordering

After Submitting Your Order

Phone Number & Porting

Calls

Usage and Billing

Optional Services/Features

Optional Voice Add-on Feature

Premium Bundles (Oz Chat, Super Chat, Extra Chat, Eighty Eight Bundles)

Relocation

Cancellation



Service

TPG Home Phone Service
TPG Home Phone is a standard telephone service, which is bundled with our ADSL2+ plans. It works similar to your existing traditional PSTN fixed line service. TPG Home Phone 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 your existing phone sockets with standard analogue or POTS (1900 numbers are not supported).
ADSL inline filters are needed to be installed on your telephone.
1.1 How reliable is TPG’s Home Phone Service?
TPG Home Phone is delivered via TPG’s own network infrastructure, where the call is not carried over a broadband connection but rather, like conventional telephony, is carried directly over the copper pair 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 broadband on a single connection.

1.2 What does Premises mean?
"Premises" means the location where you intend to use the service.

1.3 What is the difference between TPG VoIP and TPG Home Phone?
The primary differences are described in the below table:

  TPG VOIP TPG HOME PHONE
Carried over Broadband connection Copper pair
Special Equipment or Software Needed Yes - softphone, USB phone, ATA or VOIP Modem No - just a telephone
Standard Telephone Service No Yes
Preselect or Override to other carriers possible No No
Customer Service Guarantee Does not apply Must be waived by the customer
Number assigned Yes with Naked ADSL2+ based on your location Yes based on your location
Fax Transmission No 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
Support for Foxtel, back to base alarms and similar No No

1.4 Can I use TPG Home Phone for line rental and local calls only and choose another provider for other calls (national long distance, international, calls to mobiles)?
No. TPG Home Phone is full service including line rental, local, national, international and home to mobile calls. Customers must not preselect to another carrier or use the TPG Home Phone service to make override calls on a third party network.

1.5 What Spend Management Tools does TPG offer?
For homephone 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, all via the My Account section of the TPG Website at no charge. For more information about using these tools, please contact Customer Service on 13 14 23.

1.6 What Security Tools does TPG have available?
The primary security tool TPG makes available is the facility to be able to change your password regularly and at no charge via an online system at https://www.tpg.com.au/home/myaccount. For more information about using these tools, please contact Customer Service on 13 14 23.


Availability & Ordering

2.1 To whom is ADSL2+ with TPG Home Phone available to?
ADSL2+ with TPG Home Phone is only available:
  • – In selected TPG ADSL2+ coverage areas to new customers when ADSL2+ and Home Phone Line Rental are purchased as a bundle.
  • – If you are an existing TPG ADSL2+ customer and interested in the ADSL2+ with Home Phone service, please call Customer Service on 13 14 23 where a friendly customer representative will assist your enquiry.
  • – Free ports are available on your local exchange/DSLAM
  • – There is a suitable copper pair available between the Premises and the local exchange
  • – The cabling infrastructure between the exchange and your premises is compatible with ADSL2+

There are three order types available for TPG Home Phone with ADSL2+ Service:
1. Convert an active phone service at your current location to TPG Home Phone line:
  • You must have an active phone service.
  • This order type does not involve a site visit
  • You can choose to keep your existing phone number or get a new number from TPG
  • Currently porting of your existing number is only available to customers whose current phone service is owned by Telstra, Optus, AAPT, Primus or Powertel. By proceeding through the online registration, preliminary checks will be done and shown if porting is available to you.
  • If you currently have an active phone service with Telstra:
    • You need to make sure there is no complex product on the phone line.
2. New Service Connection at locations with inactive phone line:
  • If you don't have an active phone line to make or receive calls at the location where you have nominated to have ADSL2+ with TPG Home Phone installed, there needs to have been a Telstra phone line previously connected at your premises. If there is a phone socket on the wall, then there has likely been a phone line connected.
  • You must have a spare ('vacant') copper pair into the Premises. If you are not sure, you can submit your registration and we will perform the service qualification check as part of the installation process. If we find that you do not have a spare copper pair into the Premises, you will be advised by email notification and the order will be cancelled.
  • Once your order is placed and the installation date/time is confirmed, TPG will advise you via email. TPG will also advise if you are required to be in attendance at the location of the installation on this date and time frame.
  • In most cases you will not be required to be in attendance at the site however in some cases a site visit by a Telstra contracted technician may be needed to complete the installation.
  • When a site visit is required by a Telstra contracted technician:
    • You may be required to provide the technician with access to your Network Boundary Point (see 2.15 for more details).
    • In some cases the Telstra technician is able to complete the installation without needing your assistance or contacting you. Regrettably we are unable to inform you if this would be the case however after the installation time frame has passed you may try to connect your modem/router (using the instructions included with the modem/router) or telephone handset.
    • Installation appointments that are required to be rescheduled due to you not being in attendance when required will result in additional charges. Please click here for ADSL 2+ with TPG Home Phone Additional Pricing.
    • You can choose to reschedule the site visit within 3 working days of the scheduled date without a rescheduling cost.
  • You will be responsible for arranging and paying for any cabling (if required) beyond the network boundary point (see 2.15 for more details).
  • TPG will provide you with a new phone number unless you qualify to transfer your existing active phone number at your current location to your new location where ADSL2+ with TPG Home Phone will be installed. See 2.3 for more details.
3. Transfer of existing Naked DSL (ULL) service provided by another provider
  • If you have an active Naked DSL (ULL) service with another provider, you can now transfer to TPG ADSL2+ with Home Phone service without having to cancel your current service and experience extended delays while your new TPG service is being connected
  • Upon registration TPG will supply you with a new phone number based on your location
  • Your current service will continue to work until the time of the transfer to TPG. You may experience a small period of 5 - 10 minutes of downtime.
  • Once transfer is complete, your ADSL2+ and TPG Home Phone service will be active
  • You do not need to be home on the day of the transfer of service

2.2 I am an existing TPG ADSL2+ customer. Can I switch to an ADSL2+ with TPG Home Phone bundle plan?
Yes it is possible to transfer your existing ADSL2+ service to an ADSL2+ with TPG Home Phone bundle plan. Charges and contract conditions can be found here http://www.tpg.com.au/products_services/adsl_additionalprices.php.

To request this change simply log into Your Account and click on Change Your Plan.

Once logged in, eligible customers will be shown an option for upgrading to our ADSL2+ with TPG Home Phone plans.

TPG will keep you notified via email regarding the progress of your upgrade.
Your upgrade will take place within 10-20 working days after submission. Until then you will have access to your TPG Internet and current home phone service. On the day of the upgrade, you will only experience a short period of up to 2 hours internet downtime. Once completed your home phone will be connected and you will be able to make outgoing calls. TPG will be billing for call usage.

If you had opted to churn your current phone number to TPG Home Phone, this will normally take a further 3 - 4 working days after which you will be able to receive phone calls. While your number is being ported, you will have access to the Internet and will be able to make outgoing calls. TPG will be billing for call usage. All incoming calls to your number will be diverted to the TPG Voice Mail system for your retrieval. Please see 'Phone Number and Porting' for more details.

If you do not wish to keep your current number, TPG will assign a new number for you and inform you via email of this number once the upgrade has taken place.

2.3 I currently have an active phone service at my current location however I will be moving into a new location where there is no active phone service. I would like to install ADSL2+ with TPG Home Phone at my new location. Can I also port my number when I move?
If you currently have an active phone service with (and are directly billed by) Telstra, Optus, Primus, AAPT or Powertel, upon registration we will do preliminary checks to see if you qualify to take your current phone number to your new location.

If you qualify you will be asked to provide your current account number found on your last bill. This will be required for the port.

2.4 What does "active phone number/line" mean?
It means you have a dial tone and an active phone number (meaning you have the ability to make and receive phone calls), excluding services provided over VoIP, on the phone line connected to your house/premises you nominate for ADSL2+ with Home Phone.

2.5 What does Complex Product mean?
Complex Products are non compatible services that may be active on an active phone service on which ADSL 2+ with TPG Home Phone is to be installed.

Only customers who are converting their active Telstra phone service at their current location to ADSL2+ with TPG Home Phone need to ensure they do not have any complex products on the line when they submit their application.

Most common complex products include:
  • Fax Stream Duet
  • ISDN
  • Securitel or Back to Base alarm systems
  • Line Hunt
  • PBX Rotary Group.

Click here to view the full list of complex products.

2.6 What do I need to do if I have complex product on my phone line?
Once application is submitted further line check on nominated phone line will be made. We will send you a confirmation email to notify the line check result within 3 working days from the date application is submitted. If the line check is successful, you will need arrange to have these complex services removed within 3 days and reply back to the email we sent to confirm. We will not process your application until we have received your confirmation email.

2.7 Once ADSL2+ with Home Phone is installed, are there any services that will not work on my line?
Yes, the following services will not operate on your ADSL2+ with Home Phone 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 ADSL2+.

2.8 Can I watch Foxtel if I have TPG ADSL2+ with Home Phone Bundle?
Yes, watching regular Foxtel programs is not affected by TPG ADSL2+. Regular Foxtel programs use an entirely separate connection from your ADSL2+ or Home Phone connection.

2.9 Does Foxtel On Demand or program purchase work with TPG ADSL2+ with Home Phone Bundle?
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 ADSL2+. This is even better if you have TPG Unlimited ADSL2+ plan 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 Home Phone. We suggest you contact Foxtel about upgrading your set top box.

2.10 Once I register for ADSL2+ with Home Phone, can I cancel the Home Phone or ADSL2+ component?
No, Home Phone or ADSL2+ cannot be cancelled separately. Since ADSL2+ with TPG Home Phone is a bundle plan, cancellation will cease both services.

2.11 Can I have TPG’s Home Phone Service only (without ADSL2+)?
No, TPG Home Phone can only be ordered as a bundle with ADSL2+.

2.12 Do I need to call my current provider to cancel my existing home phone or Naked DSL (ULL) service?
No. You do not need to contact your current provider to cancel the existing home telephone service prior to applying for ADSL2+ with TPG Home Phone.

TPG will coordinate the transfer of your copper phone line onto TPG infrastructure you will. Once the service is activated your will have access to TPG ADSL2+and TPG Home Phone service.

TPG recommends you check with your current phone service provider regarding contractual commitments and termination/disconnection fees associated with your current telephone service. TPG is not responsible for these charges.

Once ADSL2+ with TPG Home Phone has been installed, it would be advisable to contact your current provider to ensure you do not receive any further bills.

Please note: if you are also porting your existing phone number to TPG, do not cancel your phone service until the number has been ported.

2.13 How long will it take for ADSL2+ with TPG Home Phone to become active from Registration?
Your ADSL 2+ Service:
After you have submitted your application, ADSL2+ will be activated in approximately 10 working days but can take up to 20 working days in some cases. Your billing cycle for ADSL2+ with Home Phone will begin as soon as ADSL2+ has been installed.

Your Home Phone Service:
If you had nominated to receive or will receive a new number at registration time, your Home Phone will be activated at the same time as your ADSL2+. You will be able to make outgoing calls as well as receive incoming calls.

However if you had nominated to port you number across to TPG, we will start the porting process as soon as your ADSL2+ has been activated. Porting is currently available to customer on the following networks: Telstra, Optus, AAPT, Primus and Powertel.
If you are converting an existing Telstra phone service at your CURRENT location to ADSL2+ with TPG Home Phone:
  • Porting of your number will normally take a further 3 - 4 working days, however can take up to 30 days to complete if problems are encountered
  • While your number is being ported, you will have access to make outgoing calls. TPG will be billing for call usage.
  • All incoming calls to your number will be diverted to the TPG Voice Mail system for your retrieval. Please see ‘Phone Number and Porting’ for more details.
If you are converting an existing phone service at your CURRENT location to ADSL2+ with TPG Home Phone and where the number nominated for porting is on either Optus, AAPT, Primus or Powertel networks:
  • Porting of your number will normally take a further 4 - 5 working days, however can take up to 30 days to complete if problems are encountered.
  • While your number is being ported, you will have access to make outgoing calls. TPG will be billing for call usage.
  • Unfortunately incoming calls cannot be received during this time.
If you are in the process of moving to a new location where there is no active phone service but you would like to install ADSL2+ with TPG Home Phone and be able to port your existing active phone number from your current location to your new location:
  • Being able to port your number is subject to qualification. Preliminary checks will be done at registration time.
  • Your current phone provider needs to be one of the following: Telstra, Optus, AAPT, Powertel or Primus.
  • Porting of your number will normally take a further 4 - 5 working days after ADSL2+ has been activated, however can take up to 30 days to complete if problems are encountered.
  • While your number is being ported, you will have access to make outgoing calls from your new location. TPG will be billing for call usage. Any calls made from your old location, charges will be applied by your current phone provider.
  • You will be able to receive phone calls at your old location up until your number is ported to TPG. Once completed, incoming calls will be received at your new location.
  • Your phone service must not be cancelled until it is successfully ported to your new location where ADSL2+ with TPG Home Phone has been installed. If the number is cancelled prior to this, porting cannot be done and a new phone number will need to be allocated.

2.14 Will I still be able to use my current home phone service until ADSL2+ with TPG Home Phone is installed?
When converting your current active phone service at your current location to ADSL2+ with TPG Home Phone:
Yes. You can make and receive phone calls using your current provider right up until your TPG line is being installed (which entails physical move of your existing line over to TPG infrastructure).

If you have chosen to receive or will be receiving a new number from TPG, when your TPG ADSL2+ service is activated, your current phone service will be disconnected and your TPG Home Phone service will be activated. You will be able to make and receive calls from this point. TPG will be billing for call usage.

If you have chosen to port your existing Telstra number to TPG, when your ADSL2+ service is activated, your current phone number will be ported to TPG. This will take a further 3-4 working days, however can take up to 30 days to complete if problems are encountered. In the meantime your incoming phone calls will be diverted to TPG Voice Mail for voice mail deposit and your retrieval.

If the number nominated for porting is on either Optus, AAPT, Primus or Powertel networks, porting of your number will normally take a further 4 - 5 working days, however can take up to 30 days to complete if problems are encountered. While your number is being ported, you will have access to make outgoing calls. TPG will be billing for call usage. Unfortunately incoming calls cannot be received during this time.

If you are in the process of moving to a new location where there is no active phone service but you would like to install ADSL2+ with TPG Home Phone and be able to port your existing active phone number from your current location to your new location:
Once ADSL2+ has been installed at your new location, you can start to make outgoing calls. TPG will be billing for call usage.
You will receive incoming calls at your new location as soon as your number has been ported to TPG. In the mean time you can make outgoing calls from your old/current location. Charges for these calls will be made by your current provider. Your current phone service must not be cancelled until the number has been ported to your new location where ADSL2+ with TPG Home Phone has been installed.

2.15 I have ADSL2+ with another provider. Can I get ADSL2+ with TPG Home Phone?
If you have Naked DSL (ULL) with another provider you can apply to have your service transferred to ADSL2+ with TPG Home Phone with minimal downtime. There is no need to cancel your existing Naked DSL service however TPG recommends you check with your current Naked DSL service provider regarding contractual commitments and termination/disconnection fees associated with your current service. TPG is not responsible for these charges.

If you have an active phone service and ADSL2+ with another provider at your current location and wish to register for ADSL2+ with TPG Home Phone, you do not need to cancel your ADSL2+ service prior to registering with TPG. You will be able to use your existing ADSL2+ service up until the day where ADSL2+ with TPG Home Phone has been installed. On the day of the installation you may experience downtime of up to 2 hours.

TPG recommends you check with your current internet and phone service provider regarding contractual commitments and termination/disconnection fees associated with your current internet and phone service. TPG is not responsible for these charges.
Once ADSL2+ with TPG Home Phone has been installed, it would be advisable to contact your current providers to ensure you do not receive any further bills.

If you are in the process of moving to a new location and currently have an active phone service with ADSL2+ with another provider at your current location, this does not effect your ADSL2+ with TPG Home Phone installation at your new location even if you are porting your phone number from your current location to your new location.

2.16 On the day of ADSL2+ with TPG Home Phone installation, do I need to be present at the location of the installation?
If you are converting your existing active phone service at your current location to have ADSL2+ with TPG Home Phone installed or you wish to transfer your existing Naked ADSL (ULL) service, then you don’t need to be home.

If you apply with an inactive phone line (no dial tone on the line and you cannot make or receive calls), in most cases you will not be required to be in attendance for the installation. However in some cases, an onsite visit by a Telstra contracted technician will be required. If this is the case, you will be advised of this date and installation time frame via email within 4 working days of payment being successfully processed. We will advise you of a general window of 8am - noon or 1pm - 5pm in which the technician may need to gain access to your Network Boundary Point (See 2.17 "What is my Network Boundary Point?"). Unfortunately we are unable to provide a more specific time.
In some cases the Telstra technician is able to complete the installation without needing your assistance or contacting you. Regrettably we are unable to inform you if this would be the case however after the installation time frame has passed you may try to connect your modem/router (using the instructions posted with the modem/router) or telephone handset.

Installation appointments that are required to be rescheduled due to you not being in attendance when required will result in additional charges. Please click here for ADSL 2+ with TPG Home Phone Additional Pricing.

2.17 What is my Network Boundary Point?
If you have applied for ADSL2+ with TPG Home Phone, we will deliver your service to the network boundary point of that Premises. This network boundary point is typically either:

–   Your first telephone wall socket - this applies mainly for free standing premises like a house.
–   The Main Distribution Frame (MDF). This is a small telecommunications room in a common area withinyour block. This applies mainly for apartments, office blocks or larger business premises. In some cases, you may need to contact your building management to arrange access to it.
–   The “network termination device” – this is a Telstra box externally mounted to single dwellings,
individual living units or small business premises.

Click here to view a detailed diagram.

2.18 Will TPG notify me of the installation date during the application process?
If you are converting your active phone number at your current location to ADSL2+ with TPG Home Phone
ADSL2+ installation ETA is normally 10 working days from the time of registration submission. You do not need to be on premise on this day.

If you applied for ADSL2+ with TPG Home Phone to be installed at your specified location where there is no active phone service:
Yes. You will be sent an email notification confirming the installation date and time frame. You will also be advised if you are required to be in attendance on this day and time frame.

If you applied for ADSL2+ with TPG Home Phone and you are transferring your existing Naked ADSL service (ULL):
ADSL2+ installation ETA is normally 10 working days from the time of registration submission. You do not need to be on premise on this day.

2.19 I am being asked for my ULL Identifier when registering for TPG’s ADSL2+ with Home Phone service. What is this?
This is a unique 10 digit number which is associated with your current service provided by your current service provider. This number is required before we process your transfer.

Providing this number is OPTIONAL however if you wish to provide this at the time of registration, you may need to contact your current provider.

If you cannot provide this number at this time, we will on your behalf try to seek this however this process may take an extra 2-3 working days.

If you are transferring your current Naked DSL (ULL) service and are being asked for this number, you need to contact your Naked DSL provider

If you currently have an active telephone service and were asked for this ULL Identifier, you need to contact your current phone provider.


After Submitting Your Order

3.1 I was notified by TPG that there is a “lead-in issue” with my premises. What does this mean and what can I do?
Lead-in issue means that there is currently a capacity problem with the copper phone lead-in cables into your premises or there may not be any existing lead-in cables into your premises. In this situation, we can recommend our preferred supplier to do this lead-in work for you or you can hire your own private contractor. Please note that you are responsible for any charges incurred if there is any extra work required in relation to the lead-in such as trenching or digging.

If TPG has notified you that there is a lead-in issue and you do not wish to proceed with installation or if you are renting and unable to get permission from your landlord to perform lead-in works, you may cancel your application and we will not charge you any cancellation fee.

3.2 I am renting a property and I am not able to gain permission from my landlord to perform lead-in works in the premises. How do I proceed with installation?
Unfortunately this means you cannot go ahead with the installation of TPG ADSL2+ with Home Phone Bundle. In this situation, you may cancel your application and we will not charge you any cancellation fee.

3.3 Can I reschedule the installation appointment I have scheduled with TPG?
If you wish to reschedule an installation appointment with TPG, please let us know at least 3 working days before the scheduled appointment. Additional charges will apply if you do not give us at least 3 working days of notice. Please click here for ADSL2+ with Home Phone Additional Pricing.

3.4 TPG has advised me that I need to be home during the scheduled installation appointment time. What happens if I am not home at this time?
Additional charges will apply as specified in the ADSL2+ with Home Phone Additional Pricing page. We will contact you to reschedule the installation appointment.

3.5 What happens if the technician missed the scheduled installation appointment?
We will do an internal investigation with the technician that was scheduled for your installation appointment. If we find that the technician missed the appointment, we will offer you to reschedule the installation appointment at the earliest time possible without any additional charge.

3.6 I was notified by TPG that an extra work or jumpering is required for the cabling in my premises. What does this mean?
If you have applied for ADSL2+ with TPG Home Phone and you live in an apartment or a unit, we will deliver your service to the network boundary point of that premises. This network boundary point is typically the Main Distribution Frame (MDF). The MDF is a small telecommunications room in a common area within your block.

TPG is responsible to deliver the service to the first side of the MDF (the ‘A’ side). Any wiring that is missing to connect to the other side of the MDF (the ‘B’ side) and into the building is the customer’s responsibility and requires a technician. TPG can arrange for a field services technician to do this for you for an additional charge.

Please see the diagram below for more details.

TPG Homephone Diagram


3.7 I was notified by TPG that an extra work or jumpering is required for the cabling in my premises. How do I proceed with installation?
Our staff will offer you to organise an appointment with a qualified TPG field technician to do this cabling work for you. A once-off charge of $59.99 will apply. Alternatively, you may choose to get a private technician to do the required work.

3.8 There are multiple phone wall sockets in my home and TPG only delivered the service to one of these sockets. I would like the service to be delivered to all sockets or to a different socket in my home. What can I do?
Internal wiring issues are customer’s responsibility. We will endeavour to assist you if you wish to have the service delivered to a different wall socket or to multiple wall sockets in your premises, however additional charges may apply depending on the complexity of the internal wiring in your premises.

3.9 I currently have a phone service on the Optus Cable infrastructure with multiple functioning wall sockets. Will these sockets continue to work with TPG?
If you reside in a standalone house, TPG is responsible for delivering the service to one wall socket. After we install TPG Home Phone at your premises, your other wall sockets may not work if you previously had a phone service on the Optus Cable infrastructure.

If you wish to have the service delivered to other wall sockets, charges of up to $200 may apply depending on the nature of the cabling job.

You are entitled to a discounted price of up to $100 if you are on either 18 or 24 month contract with TPG.


Phone Number & Porting

4.1 I have an active phone service. Can I transfer my existing phone number across?
Yes, when registering for ADSL2+ with TPG Home Phone, currently TPG is able to transfer phone numbers that currently belong to the following networks: Telstra, Optus, AAPT, Primus and Powertel.

Transfer of phone number is currently offered to customers who have a telephone service that is directly billed by one of the above providers. It is currently not available to customers who have a phone service being billed by a reseller.

4.2 What is a DID number?
DID stands for Direct-In-Dial. If you choose or will be given a new phone number by TPG, TPG will assign a new DID phone number to you based on the address you will have installed ADSL2+ with TPG Home Phone. It is in a similar format to your existing telephone number <10 digit number>.

4.3 Can I choose my DID phone number?
No. If you have chosen to receive or will be receiving a new number from TPG, your phone number will automatically be assigned to you based on the address you reside.

4.4 To be able to port my number, what information do I need to provide?
If you are converting your existing phone service to ADSL2+ with TPG Home Phone which is on the Optus, Primus, AAPT or Powertel networks, 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.

If you have an existing phone number which is on the Telstra network, you will not be required to provide your Account Number unless you are porting your number from your current location to your new location where an active phone service does not exist.

4.5 Can I keep the phone number assigned by TPG when I no longer want to have the home phone service with TPG?
You need to check with the new or gaining provider if they are able to port from TPG.

4.6 Does TPG provide diversion services while my number is being ported?
If you are converting your existing Telstra phone number at your CURRENT location to ADSL2+ with TPG Home Phone, yes diversion service is provided while your number is being ported to TPG. If someone calls your home number, they will be redirected to TPG Voice Mail. The caller will be able to leave you a voice message for your retrieval.

Diversion services are unfortunately not available when porting phone numbers from other potential networks like Optus, AAPT, Primus and Powertel or when porting phone numbers from your old location to your new location.

4.7 I am eligible for diversion services while my number is being ported to TPG. How will I be notified when I receive voice mail?
At registration time you provided your email address. When voice mail is deposited, you will receive an email notification with the wave file attached. You will be able to open the attachment on your computer and listen to the voice message. Please note you will need an application that can play wav files, for example Windows Media Player.

If you had provided a mobile number at registration time, we will also send you an SMS notification. You will be able to call your local TPG Voice Mail Gateway number and listen to your message.

TPG Voice Mail Gateway numbers are:

Sydney 02 9007 7766
Adelaide 08 8122 7766
Brisbane 07 3107 7766
Canberra 02 6101 7766
Melbourne 03 9912 7766
Perth 08 6260 7766

4.8 While my phone number is being ported to TPG, can I still make outgoing calls?
Yes, as soon as your copper pair has been installed on TPG infrastructure, your ADSL2+ service will begin to work and you will be able to make outgoing calls from your TPG home phone. TPG will charge you for any call usage.


Calls

5.1 How much does it cost to make calls?
TPG's call rates are extremely competitive, making TPG Home Phone a low cost, high quality service. For a complete list of call rates click here.

5.2 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 (billed 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 (billed per 30 seconds)

For example:
You make a mobile call that lasts 41 minutes, charges are:
$2.48 (for the first 20 min block) + $8.19 (for the next 21 mins)

You make a National call that lasts 7 minutes, charges are:
$1.75 ($0.25 x 7 minutes) + $0.39 (call connect) = $2.14 however TPG will only charge you $2

5.3 Can I call emergency numbers with my ADSL2+ with TPG Home Phone service?
Yes, with TPG Home Phone you are able to call 000.

5.4 How can I make a call using TPG’s Home Phone service?
Make a call by entering the phone number of the users you would like to connect.
  • For international calls you need to dial: 0011 + Country Code + Destination Number
  • For national calls you need to dial: Area Code + Destination Number
  • For local calls and calls to mobiles dial you can just dial the number

5.5 Can I receive Reverse Charge Calls/Collect Calls using TPG's Home Phone service?
No, TPG Home Phone does not support the receiving of Reverse Charge Calls/Collect Calls.


Usage and Billing

6.1 How am I billed for ADSL2+ with TPG Home Phone?
Monthly access charges (include ADSL2+ monthly charges and Home Phone monthly charges) are billed monthly in advance.

TPG Home Phone 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.

6.2 Can I view my call and Internet usage online?
Yes. You can view your outgoing call and internet usage online by logging into the 'Your Account' section on the TPG website (www.tpg.com.au).

6.3 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'.


Optional Services/Features

7.1 Can I keep all the same specific services and features when I change my phone company to TPG?
TPG Home Phone 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 Home Phone. Click here to view the call features and service we offer.

7.2 How do I activate the standard features like call barring and call waiting?
The standard features are ready to use and do not require activation. All standard features can be configured through the Home Phone Service Control Panel in Your Account.

1. Log into 'Your Account via the TPG home page'

2.Click on 'View TPG Home Phone Service Account'
View TPG Home Phone Service Account


3. Click on 'Home Phone Service Control Panel'
View Home Phone Service Control Panel

7.3 Can I forward/divert calls to international numbers?
No, call forwarding to international numbers is not supported.

7.4 How is the Call Forwarding feature charged?
Standard call rates apply to forwarded calls. If you have local or national calls included in your plan, call forwarding is included as part of your plan as explained below.

  • $5 Unlimited Local Calls feature allows unlimited call forwarding to Local numbers
  • Super Chat Bundle and Big Talk Add-on allow unlimited call forwarding to Local numbers and Standard National numbers
  • Unlimited Bundle and Massive Talk Add-on allow unlimited call forwarding to Local numbers, Standard National numbers and Australian Mobiles

NOTE: Call forwarding to international numbers is not supported.

7.5 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.

7.6 How do I list my TPG Home Phone number in the directory?
Please follow the instructions below to register your existing TPG phone number in the Directory Listing.

1. Log into Your Account

2.Click 'View TPG Home Phone Service Account'

3. Click 'Home Phone Service Control Panel'

4. Under 'Directory Listing', ensure that 'listed' is selected

5. Click 'Update' at the bottom of the page


Optional Voice Add-on Feature

8.1 What is optional voice add-on?
Optional voice add-on is a feature which adds various included calls to your ADSL2+ with Home Phone Basic Bundle plans. These add-ons are available on a rolling month-to-month basis which means you can enable or disable them each month. Only one add-on can be active at any one time.

8.2 What are the optional voice add-ons TPG offers?
We offer three optional voice add-ons.

  • Oz Talk Add-on:
    • - Unlimited Local Calls (includes 13/1300)
    • - Unlimited Standard National Calls to Landlines
    • - Unlimited Calls to Standard Australian Mobiles

  • Big Talk Add-on:
    • - Unlimited Local Calls (includes 13/1300)
    • - Unlimited Standard National Calls to Landlines
    • - 100 Minutes of International Calls per month

  • Extra Talk Add-on:
    • - Unlimited Local Calls (includes 13/1300)
    • - Unlimited Standard National Calls to Landlines
    • - Unlimited Calls to Standard Australian Mobiles
    • - Unlimited International Calls to 15 countries (Canada, China, France, Germany, Greece, Hong Kong, India, Korea (South), Malaysia, New Zealand, Singapore, Taiwan, Thailand, United Kingdom, United States)

8.3 How do I enable the optional voice add-on?
New customers have the option to select the optional voice add-on at the time of registration for ADSL2+ with Home Phone Service.

If you did not activate this feature at registration time, it can be requested to be activated via Your Account once the ADSL2+ with TPG Home Phone service is active. Note that optional voice add-ons are not available for Extra and Premium Bundles customers.

8.4 What happens if I make phone calls which are not included in my voice add-on?
Any calls which are not included in your voice add-on will be deducted directly from your TPG Home Phone Prepayment Outside Included Value.

8.5 Once I have activated the voice add-on, when/how do I get charged the monthly fee and when can I start utilising the included calls?
  • If you subscribe to this feature at the time of ADSL2+ with Home Phone registration, TPG will charge your nominated bank account/credit card for the first month's use of the ADSL2+ with Home Phone and the optional voice add-on feature. This feature will be active from the date that your ADSL2+ with Home Phone service is activated.
  • If you are an existing TPG Home Phone customer and you activate this feature, the add-on monthly charge will apply as of your next (and subsequent) billing cycle renewal (which happens 7 days before the end of your billing cycle). You will be able to make the included calls as of the beginning of your new billing cycle (that is 7 days after the add-on charge has been applied).


For Example: An existing ADSL2+ with Home Phone customer's monthly billing cycle runs from 24 July to 23 August. The customer enables the Oz Talk feature before 16 August (at least 7 days before the end of the current billing cycle). TPG will charge $10 for Oz Talk on the customer’s next billing cycle renewal. Oz Talk will be active as of the start of the next billing cycle (24 August) and customer will be able to make the included calls. If the customer had only enabled Oz Talk on 20 August (less than 7 days before the end of the current billing cycle), Oz Talk will not be active on the next billing period. TPG will only charge $10 for Oz Talk on the billing period renewal after the next, and Oz Talk will only be active on 23 September.

8.6 How can I check the start and end dates of my current billing cycle?
You can check the start and end date of your billing cycle on your Home Phone Usage page by logging into Your Account.

In the example below, the current call charge month started on 29 June and will end on 28 July.

TPG Home Phone Usage

8.7 How can I check if I can currently make the included calls in my voice add-on?
You can check whether a voice add-on is currently active on your Home Phone Usage page by logging into Your Account.

In the example below:
Oz Talk is already active
TPG will charge $10 for Oz Talk monthly renewal fee on 21 June
Oz Talk will stay active on the next billing cycle starting 28 June if payment is successful

TPG Home Phone Included Calls

8.8 Can I disable or cancel my voice add-on?
You can request to disable your voice add-on via Your Account. Subsequent renewals will not include your voice add-on. No refunds will be issued for cancellations.

The voice add-on feature is available on a month-to-month contract. If you wish to disable your add-on feature on your next monthly billing cycle, your request must be submitted before your billing cycle renewal (7 days before the end of your current monthly billing cycle). If you request to disable your add-on feature less than 7 days before the end of your current monthly billing cycle, it will only be disabled on the monthly billing cycle after your next one.

8.9 Will I receive an email when I request to activate/deactivate the voice add-on?
If you have enabled the voice add-on feature at the time of ADSL2+ with TPG Home Phone registration, a separate email will not be sent. Once your ADSL2+ with TPG Home Phone service has been activated, you will be able to make the included calls.

If you enabled this feature after your ADSL2+ with TPG Home Phone service is activated, you will receive a confirmation email. In the email you will be reminded when the add-on monthly charge will apply and from what date it is expected that you would be able to make the included calls.

Upon deactivation of this feature confirmation emails are not sent.

Please remember you can always check in Your Account if a voice add-on is currently active.


Premium Bundles (Oz Chat, Super Chat, Extra Chat, Eighty Eight Bundles)

9.1 What are the premium bundles?
The premium bundles are Unlimited ADSL2+ with Home Phone plans packaged with included calls. These bundles come on a 24 month contract and include a Wi-Fi modem.

    There are 4 premium bundles:
  • $69.99 Oz Chat Bundle
  • $69.99 Super Chat Bundle
  • $79.99 Extra Chat Bundle
  • $88 Eighty Eight Bundle

9.2 What are the calls included in the premium bundles?

  • Oz Chat Bundle:
    • - Unlimited Local Calls (includes 13/1300)
    • - Unlimited Standard National Calls to Landlines
    • - Unlimited Calls to Standard Australian Mobiles

  • Super Chat Bundle:
    • - Unlimited Local Calls (includes 13/1300)
    • - Unlimited Standard National Calls to Landlines
    • - 100 Minutes of International Calls per month

  • Extra Chat Bundle:
    • - Unlimited Local Calls (includes 13/1300)
    • - Unlimited Standard National Calls to Landlines
    • - Unlimited Calls to Standard Australian Mobiles
    • - Unlimited International Calls to 15 countries (Canada, China, France, Germany, Greece, Hong Kong, India, Korea (South), Malaysia, New Zealand, Singapore, Taiwan, Thailand, United Kingdom, United States)

  • Eighty Eight Bundle:
    • - Unlimited Local Calls (includes 13/1300)
    • - Unlimited Standard National Calls to Landlines
    • - Unlimited Calls to Standard Australian Mobiles
    • - Unlimited International Calls to 80 countries

For more information please visit our pricing page.

9.3 If I sign up for any of the premium bundles, can I downgrade my plan to the ADSL2+ with Home Phone Basic bundle plans in the future?
Yes, there will be a $59 downgrade fee if you are still in contract. Your current contract term will continue.

9.4 Can I get any of the premium bundles with the 20GB or 100GB ADSL2+ with Home Phone plans?
No, the premium bundles are only available with Unlimited ADSL2+ with Home Phone. If you wish to have included calls with your 20GB or 100GB ADSL2+ with Home Phone plans, you can enable an optional voice add-on feature.

9.5 I am an existing TPG ADSL2+ with Home Phone bundle customer; can I get any of the premium bundles?
Yes, please call our customer service on 1300 920 158 to discuss your options.

9.6 How much is the delivery fee of the included Wi-Fi Modem Router?
There is a $10 delivery fee if the included Wi-Fi Modem Router is not collected from TPG's Head Office in 65 Waterloo Road, Macquarie Park, NSW 2113.

9.7 Do I have to return the included Wi-Fi Modem Router after the 24 month contract?
No, the modem is yours after the 24 month contract.


Relocation

10.1 I am an existing ADSL2+ with TPG Home Phone customer, what should I be aware of during relocation?
  • Fees are applicable to relocate your ADSL2+ with TPG Home Phone. Please see http://www.tpg.com.au/products_services/homephone_additionalprices.php for more details
  • Installation of your new ADSL2+ with TPG Home Phone at the new location will take approximately 10 – 20 working days.
  • To minimize downtime, installation of the service at the new location can be activated before your old location is disconnected. This may require for you to choose a new username.
  • If your new location doesn’t have an active phone service connected, a new number will be allocated based on your new location. If your new location does already have an active phone number on Telstra’s network, you can choose to bring this number across to TPG.
  • We cannot relocate your ADSL2+ with TPG Home Phone service if the service is not available at your new address. You have the option to change to a TPG ADSL/ADSL2+ plan (will applicable charges and contract restart) after an active Telstra phone service has been installed.
  • If you have less than 6 months contract remaining or are outside of your current contract, you are required to restart your contract for 6 months. If you have more than 6 months remaining, your current contract term will continue.
  • If ADSL2+ with TPG Home Phone service is not available at your new address, you have the option to change to a TPG ADSL/ADSL2+/Naked ADSL2+ plan. This will however require an active phone service on Telstra’s network to be installed first

10.2 How much does a relocation cost?
Please refer to our ADSL2+ with TPG Home Phone Additional Pricing page http://www.tpg.com.au/products_services/homephone_additionalprices.php


Cancellation

11.1 How do I cancel my ADSL2+ with TPG Home Phone service?
You may cancel the service by giving TPG at least 30 days written notice. This takes approximately 1 week. The service has to be paid up to the end of the notice period.

11.2 Do I have to pay early termination fee if I cancel my ADSL2+ with TPG Home Phone service before the end of contract term?
Yes. The early termination charge 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.



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