TPG Naked ADSL2+ FAQs
1.0 Naked ADSL2+ Explained
2.0 Naked ADSL2+ Availability
3.0 Naked ADSL2+ Registration &
4.0 Information for Existing TPG
5.0 Changes to the Service and
Naked ADSL2+ with VoIP Frequently Asked Questions
Please note: please ensure you first read through the above Naked
1.0 VoIP Service with Naked ADSL2+
— Making and Receiving Calls
1.0 Naked ADSL2+ Explained
What is Naked ADSL2+?
(also known as ULL) is a type of ADSL2+ broadband Internet
connection that doesn't require a landline phone service. This
means no more costly monthly line rental , once Naked ADSL2+
is connected, for the landline phone service you hardly ever
Why don' t I need a phone line for broadband? |
What you need is
the copper line connected between phone exchange to your
premise, which you have used to make phone calls and access
the Internet. When you sign up to a TPG Naked ADSL2+ plan, TPG
will physically transfer your phone line into an ULL line and
connects this to TPG's DSLAM. This enables TPG to provide high
speed ADSL2+ broadband service via our own network
infrastructure without telephony component.
What speeds can I get from Naked ADSL2+?
ADSL2+ is delivered to you using ADSL2+ technology with speeds
up to 20Mbps – much faster than regular ADSL. Regular
ADSL broadband has download speeds between 256kbps and a
maximum theoretical speed of 8Mbps. Around 70% of our ADSL2+
customers can achieve speeds between 10Mbps and 20Mbps.
Actual speeds achieved will vary due to a number of factors
including distance from the local telephone exchange, network
configuration and traffic, the quality of the phone line,
cabling and equipment.
1.4 How does Naked ADSL2+ work?
ADSL2+ works the same way broadband does, so all you need to
do is configure your broadband modem if you are new to ADSL2+.
You can plug your modem into the same phone socket on the
wall. When you join TPG's Naked ADSL2+ service, your phone
line is transferred to TPG's ADSL2+ infrastructure. The
cancellation of the phone service on the line will be
automatically so there is not need for you to contact Telstra.
1.5 Can I keep my existing phone number?
Once Naked ADSL2+ has been installed, the phone line becomes a
data only line. You will loose dial tone and the phone number
will be disconnected automatically. The phone number will be
eventually released back to your phone provider and assigned
to another customer. If customers have any contractual
obligations with their phone provider, customers must ring
them and close the account.
1.6 Will Naked ADSL2+ affect services running
on the phone line?
- PSTN Phones
- Fax machines
- Back to Base alarm systems
- Dial security cameras
- 56K Dial up modem
- Digital Pay TV (e.g.Foxtel) will still be ok however
services like voting or purchasing box office movies will not
work since these services need a landline phone service.
1.7 If I don't have landline service, how do
I make phone calls?
your phone line is connected to Naked ADSL2+, you will not
have dial tone on the phone line. You can make phone calls via
the following options.
- – A mobile phone
- – Another landline line
2.0 Naked ADSL2+ Availability
2.1 Can I get TPG Naked ADSL2+?
TPG Naked ADSL2+
service is available in the areas covered by TPG ADSL2+
network. This means you need to reside in an area covered by
TPG's ADSL2+ Enabled Exchanges. Click here to check if your
phone number is TPG ADSL2+ enabled.
To be eligible for TPG Naked ADSL2+, you need to meet the
- You must reside in an area covered by TPG's ADSL2+
- Your phone line is active
- The exchange you connect to has available capacity
- There is no complex product on the phone line (e.g.
fax duet, rotary line, line hunt, PABX or ISDN). See the full
list of Telstra complex products click here.
- The cabling infrastructure between the exchange and
your premises is compatible with Naked ADSL2+ service
(incompatible infrastructure inc. RIM, PGS, Sub-Exchange)
How do I check if my Naked ADSL2+ enabled exchange has
on TPG Naked ADSL2+ network are allocated on first come first
serve basis. The number of ports available in exchange
varies. If an exchange has reached maximum capacity, it will
be marked as NO PORTS on the DSLAM Rollout Progress page
Naked ADSL2+ Registration & Installation
| 3.1 How
do I register for TPG Naked ADSL2+?
You can register
online at https://cyberstore.tpg.com.au/register/ull/ or call
our friendly sales team on 13 14 23. We recommend you to run
through the Naked ADSL2+ Service requirement check list before
3.2 How long is the connection lead time for
the date we send you email confirmation it can take
approximately 10 to 20 working days for the connection to
occur, depending on customer's location and customer's line.
Will TPG notify me of the connection date during the
Once we have an
estimated connection date, we will send you an email
notification specifying the connection date. When your Naked
ADSL2+ is connected, another confirmation will be sent via
email. Emails from TPG are sent to the contact email address
that you have provided at the time of registration.
What does "active phone number/line" mean?
It means you
have a dial tone and an active phone number on the phone line
connected to you house/premises you nominate for Naked
Can I get Naked ADSL2+ if my phone line is not active?
At this stage,
no. To be eligible for TPG Naked ADSL2+, your phone line must
be active. TPG may support registrations with inactive phone
line in the future.
What do I do if the house I move into doesn't have a phone
line connected previously?
If you can find
phone sockets on the wall, mostly likely you should have
phone line connected already. If there wasn't a phone line
connected previously (no socket on the wall) then you need to
apply a phone line first from Telstra before applying for TPG
Naked ADSL2+. For further information please call TPG on 13
Do I need to contact Telstra to cancel my phone line before
applying for Naked ADSL2+?
No. You need to
provide your existing phone number for applying for Naked
ADSL2+. Once the phone number has passed a series of
compatibility checks, we will take care of the rest.
I currently have broadband with another provider. Can I apply
for TPG Naked ADSL2+? What is the registration process?
If you currently
have a broadband connection with another provider you can
apply for Naked ADSL2+, provided you are eligible. The
following is an overview of the Naked ADSL2+ registration
Customers can register online, by calling TPG Sales, or
return the completed registration form by post or fax.
- Verification/line check
Further line check will be made once registration is
submitted to ensure the nominated line is Naked ADSL2+ TPG
will send a confirmation email within 3 working days to
notify whether the line check is successful.
Please note passing line check does not 100% guarantee that
you can get Naked ADSL2+. There is a small chance if you
cancel existing ADSL2+ service that you may not get TPG
- If line check is successful,
remove complex products within 3 working days (if
If the line check is successful, you will need to arrange to have these complex services removed and reply back to the confirmation email. Your application will only proceed when we have received your confirmation email.
- Initial charging
- Setup cost
- Equipment (e.g. modem/router if purchased through TPG)
- Equipment delivery fee (if applicable)
- The first month's subscription fee
Note: Billing period will commence when the service is first
activated. Installation will proceed on receipt of payment.
- Submit service activation request
to Telstra (10 to 20 working days)
If you do not have any complex product and/or ADSL2+
connection on the nominated phone line, TPG will proceed
your order on the same date after we send you the
confirmation email. Once the activation request is submitted
to Telstra, TPG will send you another email to you notifying
the estimated Naked ADSL2+ connection date.
- Equipment Configuration and
Your modem will be couriered directly to you after TPG has
Delivery to metro areas and major towns will take between
1-2 business days and delivery to rural and remote areas
will take between 2-5 business days.
I currently have broadband with another provider. How long
will I be without broadband for?
If you have
ADSL/ADSL2+ with another provider, you will only experience a
short period of downtime. On the day of the TPG Naked ADSL2+
installation you will experience up to 2 hours of internet
When will I lose my landline (PSTN) phone service?
You can make
phone calls right up until the time your Naked ADSL2+
transfer occurs .
3.11 Do I need to be at home on the date that Naked ADSL2+ is
No, you will not be required to be at home on the day of your Naked ADSL2+ installation.
Can I use my Naked Line with my dial-up connection?
No, similar to
Fax a dial up modem requires a dial tone to operate.
Information for Existing TPG Customers
I am existing TPG broadband customer; can I transfer to Naked
ADSL2+ plan? What is the transfer process?
Naked ADSL2+ service is not available to existing TPG
broadband customers at this stage. It will be available soon.
More details will follow when we are close to offer Naked
ADSL2+ to existing customers.
If I am moving house, can I relocate my Naked ADSL2+ service?
| 5.2 Can
I change Naked ADSL2+ back to ADSL or ADSL2+?
How do I cancel my Naked ADSL2+ service?
Do I have to pay early termination fee if I cancel my Naked
ADSL2+ service before the end of contract term?
Yes. A pro-rated
contract pay out fee of up to $350 will apply.
VoIP Service with Naked ADSL2+ – Making and Receiving Calls
Can I keep my existing phone number? |
No. Once Naked
ADSL2+ with VoIP has been installed, the phone line becomes a
data only line. You will loose dial tone and your current
phone number will be disconnected automatically. The phone
number will be eventually released back to your phone provider
and assigned to another customer. If customers have any
contractual obligations with their phone provider, customers
must ring them and close the account.
What is a 'DID number'?
DID stands for
Direct- In- Dial. It is a phone number that will be assigned
to you so as you can receive incoming calls. It is in a
similar format to your existing telephone number, ‹area
code› <8 digit number>. This is FREE with Naked ADSL2+
with VoIP plans.
Instead of being assigned a new DID phone number, can I bring
my current phone number across?
this stage you cannot transfer your current number. TPG will
assign a new phone number upon registration.
Can I choose my new phone number? |
this stage you cannot choose your new number. TPG will assign
a new phone number upon registration.
When will I receive my new number and when can I start using
my VoIP service?|
Once payment has
been taken for your plan, you will be assigned a new DID phone
number. Once your Naked ADSL2+ service is active you will need
to first ensure that your router is configured for internet
and VoIP connectivity. You should then be able to use your
Will speed throttling affect VoIP Call quality? |
While the voice
quality should not change, if the connection is under heavy
load there may be a decrease in quality.
How does the sound quality compare to a traditional phone
circumstances the sound quality is comparable to standard
(PSTN) telephone services. VoIP call quality can be affected
by the quality and speed of the customer's ADSL connection.
Disturbances to the customer's ADSL service can affect the
quality of the VoIP service or prevent it from operating.
Please keep in mind that if you are running several programs
that are using a high bandwidth, your call quality may be
Is your network based locally or overseas, and what effect
will this have on end-users?|
If you have
enabled this 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 free unlimited local calls.
If you enabled this feature once your ADSL2+ with TPG Home
Phone service is activated, you will receive a confirmation
email. In the email you will be reminded when the $5 monthly
charge will apply and from what date it is expected that you
would be able to make free unlimited local calls.
Upon deactivation of this feature confirmation emails are not
Please remember you can always check in Your Account what your
current status is and if you currently can make free local
Do you own or lease the network infrastructure, and what
effect will this have on end-users?|
owns both the Naked ADSL2+ and VoIP networks, which allows us
to offer a high quality of service to our customers.
How much does it cost to make calls?|
TPG's VoIP call
rates are extremely competitive, making TPG VoIP a low cost
high quality service. Please visit our website for a complete
list of call rates, by destination.
Will making calls affect my broadband usage limits?|
When using VoIP
over your broadband connection, the VoIP router is sending
your voice call as data over the Internet. TPG will count this
towards your monthly usage quota. As a rough rule of thumb,
using VoIP consumes 0.6 Megabyte of your usage quota for every
10 minutes of conversation, assuming Standard (G729) voice
compression. As the average household consumes between 1000 to
2000 minutes of phone usage per month, this would equate to
approximately 60 to 120 Megabytes of usage quota.
How can I make a call from TPG's VoIP Telephone Service?|
call a landline within Australia:
For local numbers, you can just dial the 8-digit local phone
For interstate or long distance, you will need to dial the
area code followed by the 8 digit phone number
To call a mobile phone within Australia:
Dial the 10-digit mobile phone number directly.
For example: to call mobile number 0422 999 999 in Australia,
dial 0422 999 999.
To call an international destination:
Dial 0011, the country code, the area code and then the local
For example: to call telephone number 9999 9999 in London,
dial 0011 4420 9999 9999.
Can I use TPG's VoIP Telephone Service to receive and make
calls if I lose power on my router?|
No, it is very
important that your router has power for you to be able to
make and receive calls via the telephone handset that will be
connected to your VoIP router
Can I call emergency numbers with my Naked ADSL2+ VoIP
Yes, Naked ADSL2+
VoIP service does supports calls to 000 or other emergency
service telephone numbers.
The TPG Naked ADSL2+ VoIP Telephone Service is NOT a
substitute for a standard (PSTN) telephone service. TPG
recommends that the Customer should always have access to a
standard (PSTN) telephone line or mobile service for calling
000 and other emergency service telephone numbers.
What types of calls can I make by using Free Minutes?|
Minutes can only be used for local and STD calls to/within the
following Australian Capital Cities: Adelaide, Brisbane,
Canberra, Melbourne, Perth and Sydney.
– Free Minutes cannot be used for calls to mobile
telephones or international destinations.
How are calls made using my Free Minutes calculated?|
Each call made
using Free Minutes is calculated with a minimum call time of
10 minutes and thereafter in 1 minute increment.
For example: a 1 or 8 or 10 minute call is charged as a 10
minute call, but a 13 minute call is charged as a 13 minute
Can I carry over unused Free Minutes to the following month?|
No. Unused free
minutes can not be carried forward to the next month.
What happens if I made a call outside the Free Minutes?|
Telephone Service call rates apply to all calls other than
calls which fall within the scope of any Free Minutes included
with the Customer's plan. Upon successful registration, TPG
will initially debit the Customer's credit card $20 to be used
as a pre-paid call credit to cover any calls made outside the
Free Minutes. Please see http://www.tpg.com.au/voip/callrates.php
for call rates.
How are the TPG's VoIP Telephone Service charges calculated?|
made using Free Minutes
Each call made using Free Minutes is calculated with a minimum
call time of 10 minutes and thereafter in 1 minute increment.
For example: a 1 or 8 or 10 minute call is charged as a 10
minute call, but a 13 minute call is charged as a 13 minute
National Calls (Landline)
Local and national calls Australia wide are charged at flat
rate displayed on the TPG website (http://www.tpg.com.au/voip/callrates.php
Calls to Mobiles within Australia
Calls to mobile phone services within Australia are charged in
1 second increments from the time of connection, at the rate
displayed on the TPG website (http://www.tpg.com.au/voip/callrates.php
Call charges are rounded to the nearest cent.
Calls to international destinations are charged in 1 minute
increments. The international call rates associated with these
increments can be viewed on the TPG website (http://www.tpg.com.au/voip/callrates.php
displayed by destinations. The minimum call charge is 10
cents. Please note that international call rates to mobile
phones are different from calls to fixed line telephones.
What equipment is required for Naked ADSL2+ with VoIP plans?|
To take advantage
of ADSL2+ speeds and be able to use the TPG VoIP service, you
will need an ADSL2+ VoIP compatible router.
Does my computer have to be turned on when I make or receive a
No, your computer
does not need to on while you make or receive a call, but your
modem/router will need to be and your connection needs to be
Can I use my computer while on the phone?|
Yes, you can use
your computer while on the phone. However, since your phone
and computer share the same bandwidth, if you are using high
bandwidth applications on your computer (i.e.: downloading a
large file) you may experience degraded voice quality.
Can I use a Fax machine with the TPG's VoIP Telephone Service?|
No, currently you
can not use a Fax machine with the TPG's VoIP Telephone
How am I billed for TPG's VoIP Telephone Service? |
Telephone Service is provided on a prepaid basis only. At the
time of registration, TPG will initially debit the Customer's
credit card $20 for VoIP pre-paid call credit.
Calls are charged from the prepaid VoIP call credit on the
Customer's account. When the Customer's VoIP call credit falls
below $5-01, TPG will 'top up' the Customer's prepaid call
credit by automatically debiting the Customer's credit card
$20. TPG will send the Customer electronic confirmation of any
such automatic debit.
Can I view my call usage online?|
Yes, you can view
your outgoing call usage online. This facility is available by
logging into 'Your TPG Account' section on the TPG website
(www.tpg.com.au) and under 'Account Management', by selecting
'Your Account Statement'.