To whom is ADSL2+ Home Bundle available to?

ADSL2+ Home Bundle 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+ Home Bundle 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+ Home Bundle 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 17 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 ADSL2+ Home Bundle 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.
   • 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+ Home Bundle will be installed.

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+ Home Bundle 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

I am an existing TPG ADSL2+ customer. Can I switch to an ADSL2+ TPG Home Bundle plan?

Yes it is possible to transfer your existing ADSL2+ service to an ADSL2+ Home Bundle plan. Charges and contract conditions can be found here

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+ Home Bundle plan.

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.

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+ Home Bundle 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.

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+ Home Bundle.

What does Complex Product mean?

Complex Products are non compatible services that may be active on an active phone service on which ADSL2+ Home Bundle is to be installed.

Only customers who are converting their active Telstra phone service at their current location to ADSL2+ Home Bundle 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.

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.

Once ADSL2+ Home Bundle is installed, are there any services that will not work on my line?

Yes, the following services will not operate on your ADSL2+ Home Bundle 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+.

Can I watch Foxtel if I have TPG ADSL2+ Home 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.

Does Foxtel On Demand or program purchase work with TPG ADSL2+ Home Bundle?

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.

Once I register for ADSL2+ Home Bundle, can I cancel the Home Phone or ADSL2+ component?

No, Home Phone or ADSL2+ cannot be cancelled separately. Since ADSL2+ Home Bundle is a bundle plan, cancellation will cease both services.

Can I have TPG’s Home Phone Service only (without ADSL2+)?

No, TPG Home Phone can only be ordered as a bundle with ADSL2+.

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+ Home Bundle.

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+ Home Bundle 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.

How long will it take for ADSL2+ Home Bundle to become active from Registration?

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+ Home Bundle 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+ Home Bundle:

• 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+ Home Bundle 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+ Home Bundle 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+ Home Bundle 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.

Will I still be able to use my current home phone service until ADSL2+ Home Bundle is installed?

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+ Home Bundle 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+ Home Bundle has been installed.

I have ADSL2+ with another provider. Can I get ADSL2+ Home Bundle?

If you have an active phone service and ADSL2+ with another provider at your current location and wish to register for ADSL2+ Home Bundle, 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+ Home Bundle 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+ Home Bundle 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+ Home Bundle installation at your new location even if you are porting your phone number from your current location to your new location.

On the day of ADSL2+ Home Bundle installation, do I need to be present at the location of the installation?

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 ADSL2+ Home Bundle Additional Pricing.

What is my Network Boundary Point?

• 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.

Will TPG notify me of the installation date during the application process?

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+ Home Bundle 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+ Home Bundle 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.

I am being asked for my ULL Identifier when registering for TPG’s ADSL2+ Home Bundle service. What is this?

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.