| | 1.0 Service
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| 1.1 What is TPG Softphone VoIP? |
| 1.2 Do I need to have TPG Broadband to be able to use Softphone VoIP? |
| 1.3 Which ISPs are known to be incompatible with TPG Softphone VoIP? |
| 1.4 When making a call, does the other person also need to have TPG Softphone service? |
| 1.5 Are there any numbers that I cannot call using the Softphone VoIP service? |
| 1.6 Can I receive incoming calls on the Softphone VoIP service? |
| 1.7 Can I make a call using the service of my phone provider (PSTN line) and the TPG Softphone VoIP service at the same time? |
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2.0 Equipment
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| 2.1 What do I require before I register for TPG Softphone VoIP? |
| 2.2 Do I require a special router? |
| 2.3 Incompatible routers with TPG Softphone VoIP |
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3.0 Sign Up
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| 3.1 I am an existing TPG customer. Can I also register for TPG Softphone VoIP? |
| 3.2 I am an existing TPG ADSL/ADSL2+ customer. Is my password the same as my Internet password? |
| 3.3 How do I change my password? |
| 3.4 Do I still need to keep my current phone line? |
| 3.5 Do I get a special phone number when I register? |
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4.0 Setup
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| 4.1 Do I have to change firewall settings? |
| 4.2 What factors can affect the quality of my Softphone VoIP service? |
| 4.3 How do I make a call using the TPG Softphone VoIP service? |
| 4.4 I cannot authenticate to my Softphone VoIP service, what do I do? |
| 4.5 Can I install the Softphone client on more than one PC/notebook and use the service at the same time using my one TPG Softphone account? |
| 4.6 Can I use a different Softphone client other than the one TPG has provided? |
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5.0 Billing
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| 5.1 Using the TPG Softphone service, does this count towards my monthly usage? |
| 5.2 How do I pay for calls made using the Softphone VoIP? |
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| 1.0 Service |
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| 1.1 What is TPG Softphone VoIP? |
TPG Softphone VoIP uses your broadband service and VoIP technology to offer you a very cost effective alternative to your standard phone service.
VoIP stands for Voice over Internet Protocol. It is a revolutionary new technology, which allows you to make telephone calls using a broadband Internet connection. VoIP converts the voice signal from your telephone into a digital signal that travels over the Internet then converts it back at the other end. In general, phone service via VoIP costs less than equivalent service from traditional sources.
Softphone customers will be able to download and install the TPG customised Softclient on their computer and use this to make low cost calls, no need to purchase any extra devices although customer must have a microphone and speakers |
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| 1.2 Do I need to have TPG Broadband to be able to use Softphone VoIP? |
No, it is not necessary to have TPG Broadband to use Softphone VoIP.
The Softphone VoIP service is compatible with most ISPs however due to ISP restrictions, TPG cannot guarantee that the Softphone VoIP service will be compatible with all ISPs.
TPG does ensure that the Softphone service is compatible with TPG ADSL and ADSL2+ Internet as long as other speed and equipment requirements are met.
Please refer to the list of Softphone VoIP requirements and known incompatible ISPs. |
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| 1.3 Which ISPs are known to be incompatible with TPG Softphone VoIP? |
Due to ISP restrictions, the Softphone VoIP service may be incompatible with some ISPs. Known incompatible ISPs are:
• Optus Cable |
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| 1.4 When making a call, does the other person also need to have TPG Softphone service? |
| No, you simply make a call using your Softphone client. You will be able to enjoy our special low rates |
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| 1.5 Are there any numbers that I cannot call using the Softphone VoIP service? |
| Calling 000, 1800, 1900, 0500, 13 numbers or operator-assisted calls is not supported on the Softphone VoIP service |
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| 1.6 Can I receive incoming calls on the Softphone VoIP service? |
| You will be able to receive calls through your Softphone client only from other TPG ATA or Softphone VoIP customers. Your Softphone client must be connected to the service. |
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| 1.7 Can I make a call using the service of my phone provider (PSTN line) and the TPG Softphone VoIP service at the same time? |
| Yes since calls made on the Softphone service use your broadband connection.
Calls made using your PSTN line will be charged by your telephone provider. Calls made using the TPG Softphone VoIP service will be charged by TPG. |
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| 2.0 Equipment |
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| 2.1 What do I require before I register for TPG Softphone VoIP? |
In order to use TPG Softphone VoIP you require the following:
 Working broadband Internet, including ADSL/ADSL2+ and Cable Internet, with a compatible ISP
Ethernet connection between your router and PC(s)
At least 512kbps (kilobits per second) download and 128kbps upload is required
Your router should not be part of the known incompatible router list
To make calls you need a microphone and speakers or headset attached to your PC
Speakers on the PC/notebook
Windows operating system |
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| 2.2 Do I require a special router? |
| No, you just need to make sure your router meets TPG ATA specifications and that it is not part of the incompatible list |
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| 2.3 Incompatible routers with TPG Softphone VoIP |
Through intense testing, TPG has found a small group of router/modems that seem to be incompatible with the Softphone VoIP service, although they meet other requirements.
These brands include, but not restricted to, the following:
• Zyxel |
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| 3.0 Sign Up |
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| 3.1 I am an existing TPG customer. Can I also register for TPG Softphone VoIP? |
| Yes of course, this service is also available for existing TPG customers who have ADSL or ADSL2+ and meet TPG Softphone VoIP requirements |
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| 3.2 I am an existing TPG ADSL/ADSL2+ customer. Is my password the same as my Internet password? |
| Yes, your Softphone client needs to authenticate with your current Customer ID with a leading zero (0) and current Password. Anytime you change this password, upon next login, you must use your new Password. Please remember by changing your Password, this may effect your TPG ADSL/ADS2+ connection if you have a PPPoE connection. Make sure your Internet authentication detail is corrected to the new Password. If you require further assistance, please contact TPG Technical Support Team on 13 14 23 |
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| 3.3 How do I change my password? |
Whether you are an existing TPG ADSL/ADS2+ customer or not, you can change your password by going to the following link: https://cyberstore.tpg.com.au/your_account/
You can login with your Customer ID. Password changes will take approximately 10mins to propagate after which you must use this new Password upon next login to Softphone VoIP.
Please see “I cannot authenticate to my Softphone VoIP service, what do I do?”
I cannot authenticate to my Softphone VoIP service, what do I do?
• Run the Softphone client
• Click on the “Account PIN” icon
• Check your credentials
1. Account: Zero (0) then your 7 digit CustomerID (no spaces)
2. Password: current Password
• Re-enter these details and click on “Login”
• If this doesn’t work or you have forgotten your credentials, please call TPG Technical Support Team on 13 14 23 |
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| 3.4 Do I still need to keep my current phone line? |
| Yes you should keep your current phone line. The TPG Softphone VoIP Telephone Service is NOT a substitute for a standard (PSTN) telephone service. TPG recommends that you should always keep a handset directly plugged into your standard (PSTN) telephone line to be able to make calls in case of a power outage, internet service interruptions, calling 000 and other telephone numbers not supported by the Softphone VoIP service |
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| 3.5 Do I get a special phone number when I register? |
Yes when you register you will get a unique phone number.
Your phone number will be zero (0) followed by your Customer ID. Making your VoIP phone number an 8-digit number. For example if your Customer ID is 2594769 then the phone number is 02594769
Only other TPG ATA or Softphone VoIP customers can use this phone number to call you using their ATA or Softphone service at no charge.
In order for you to receive this call, your Softphone client must be connected |
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| 4.0 Setup |
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| 4.1 Do I have to change firewall settings? |
| No, there is no need to change your firewall settings in order to use the Softphone service |
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| 4.2 What factors can affect the quality of my Softphone VoIP service? |
TPG Softphone VoIP service is subject but not limited to a number of factors that may be beyond our control.
These factors include:
• Your broadband internet connection
• Other carriers
• Your electrical supply
• Congestion and other factors beyond control of the service provider
• Broadband speed issues
• Computer, operating system, hardware issues |
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| 4.3 How do I make a call using the TPG Softphone VoIP service? |
You need to simply dial the numbers on your Softphone number pad
 To call another TPG ATA or Softphone VoIP customer:
Calling another TPG ATA or Softphone VoIP customer from your Softphone client will be free of charge
• Make sure your Broadband Internet is working
• On the Softphone number pad, dial the start key (*)
• Then dial zero (0) followed by the persons Customer ID
• Press the “Dial” icon
To make a call to a non TPG Softphone or ATA VoIP customer
• To call an Australian fixed line (Metro and Regional) dial
<Area Code> <8 Digit number>
• To call an Australian fixed line (non Metro and non Regional) dial
0011 61 <Area Code> <Number>
• To call an Australian mobile dial
<Mobile Number>
• To call an International number dial
0011<Country Code><Area Code> <Number>
• After you have finished collecting the numbers, press the “Dial” icon |
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| 4.4 I cannot authenticate to my Softphone VoIP service, what do I do? |
• Run the Softphone client
• Click on the “Account PIN” icon
• Check your credentials
1. Account: Zero (0) then your 7 digit CustomerID (no spaces)
2. Password: current Password
• Re-enter these details and click on “Login”
• If this doesn’t work or you have forgotten your credentials, please call TPG Technical Support Team on 13 14 23 |
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| 4.5 Can I install the Softphone client on more than one PC/notebook and use the service at the same time using my one TPG Softphone account? |
| Yes, you can install the Softphone client on more than one Windows computer/notebook in your network and use them to make a call outside your network at the same time. Multiple logins are allowed. Each call being made will be charged accordingly. This product is not designed to allow calls to be made from one Softphone client to another in your network when connected using the same account |
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| 4.6 Can I use a different Softphone client other than the one TPG has provided? |
| Yes, you can use different Softphones to the one TPG has provided, but it will not be supported by TPG. You have to make sure your Softphone supports the SIP/2.0 protocol, the g711a codec, NAT and echo suppression. The SIP registrar address is tpgphone.tpg.com.au and your username and password will be the same as the TPG Softphone client |
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| 5.0 Billing |
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| 5.1 Using the TPG Softphone service, does this count towards my monthly usage? |
| Using the TPG Softphone service will count towards your monthly usage. It will be using the G711 codec and will approximately use 600KiloBytes per minute each way conversation |
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| 5.2 How do I pay for calls made using the Softphone VoIP? |
When you register, TPG will initially debit $20 for VoIP pre-paid call credit to cover calls outside the free calls. When your VoIP call credit falls below $5.01, TPG will ‘top up’ your prepaid call credit by automatically debiting your credit card $20. TPG will send you electronic confirmation of any such automatic debit.
Any unused call credit will expire 12 months after service activation. However, each ‘top up’ of call credit will commence a new 12-month period.
Expired call credit will not be refunded. |
