1. What is the FTTB service?

   Fibre to the Building (FTTB) is a broadband service that is delivered using fibre optic and other network equipment that has been installed in the basement of multi-dwelling buildings. TPG makes use of existing copper wires within the building to enable communication between the customer premises and TPG’s equipment.

2. When is the FTTB service coming to my building?

   TPG FTTB service is only available in selected buildings, click here to check if the service is available in your area and to register your interest.

3. How is FTTB service's reliability compared to ADSL broadband?

   TPG FTTB is a more reliable service. In this service fibre optic cables are connected to the network boundary point (which is the MDF) of the customer's building.

4. Are the speeds provided by the FTTB service guaranteed?

   Actual throughput speeds may be slower and could vary due to various factors including customer cabling and equipment, download source, and quality and distance of in-building copper. Devices connected by Wi-Fi may experience slower speeds than those connected by Ethernet cable.

5. What does Premises mean?

   "Premises" means the location where you intend to use the service.

6. What Spend Management Tools does TPG offer?

   For TPG Voice 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.

7. 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.

1. Can I get TPG FTTB Bundle?

   TPG FTTB Bundle is only available:

   • In selected FTTB enabled buildings. Check for service availability at your home here.
   • If you are an existing TPG Internet customer and interested in the FTTB service, please call our Customer Service on 13 14 23

2. Will TPG supply me with a router to work with the FTTB Bundle?

   Yes, TPG FTTB plans include an FTTB ready 4 ports Wi-Fi router, a $10 delivery fee applies.

3. How long will the installation of my FTTB service take?

   Your FTTB application takes approximately 10 working days however in some cases can take up to 20 working days.

4. Is a technician appointment required to install the FTTB service? Will TPG notify me of the installation date during the application process?

   Yes. An onsite technician appointment will be required to install the TPG FTTB service. You will be sent an email notification confirming the installation date and timeframe. You, or an authorised representative (someone over 18), need to be at the premises for the whole appointment

5. What can I expect when the TPG technician visit's my premises to complete the connection?

   On the date of the installation, a TPG technician will arrive at the Main Distribution Frame in the customer's building and connect the copper pair cable from the customer's side (MDF "B") to FTTB equipment (MDF "A"). TPG's technician will make sure equipment between customer's premises and FTTB head end equipment is connected correctly before the service can be marked as active. TPG's responsibility and demarcation point is the Main Distribution Frame (MDF). TPG is not responsible for the in-building cabling.

6. Will my TPG Voice service work when there is a power failure?

   TPG Voice service requires a broadband connection and power to both the Wi-Fi modem router and the Network Termination Unit (if applicable) supplied by TPG. If there is a broadband connection outage in your premises due to power or other faults, the TPG Voice service will not work and you cannot make phone calls including "000" emergency calls.

7. What is the Network Boundary Point for TPG FTTB service?

   You will be provided with a Wi-Fi modem to get connected with TPG's FTTB service. Depending on your building, TPG may also supply a Network Termination Unit (NTU). Customers are required to pay a $10 standard delivery fee.

   Prior to the installation appointment, TPG's customer is expected to:
   • Open the shipping contents sent.
   • Follow the TPG welcome pack with detailed plug-in instructions for the NTU (if applicable) and Wi-Fi Modem.

On the date of the installation, a TPG technician will arrive at the Main Distribution Frame in the customer's building and connect the copper pair cable from the customer's side (MDF "B") to TPG's equipment (MDF "A"). TPG's technician will make sure the supplied equipment between customer's premises and TPG's head end equipment is connected correctly before the service can be marked as active. TPG's responsibility and demarcation point is the Main Distribution Frame (MDF). TPG is not responsible for the in-building cabling.

Click here to view a detailed diagram.

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

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

For example, if you make a mobile call that lasts 40 minutes, charges are:

First 20 minutes ($0.39 x 20 minutes + $0.39 call connect) = $8.19 however TPG will only charge you $2.48
Next 20 minutes ($0.39 x 20 minutes) = $7.80
Total charge: $10.28

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

1. How am I charged for TPG FTTB Bundle plans?

   Monthly access charges are billed monthly in advance.

2. Can I receive Reverse Charge Calls/Collect Calls using TPG’s Voice service?

   No, TPG Voice does not support the receiving of Reverse Charge Calls/Collect Calls.

3. Can I view my TPG Voice call usage online?

   Yes. You can view your outgoing call usage online by logging into 'My Account' at www.tpg.com.au/myaccount.

4. Can I use TPG Voice for local calls only and choose another provider for other calls (national long distance, international, calls to mobiles)?

   No. TPG Voice is a full service including line rental, local, national, international and mobile calls. Customers must not preselect to another carrier or use the TPG Voice service to make override calls on a third party network. 

5. Will I receive paper bill?

   No. You can view the current and previous bills online by logging into the My Account section on the TPG website. It's simple and secure. Select 'Your Account Statement' under 'Account Management'. 

6. How much does it cost to make calls?

   For a complete list of call rates click here.

7. Can I call emergency numbers with my TPG Voice Service?

   Yes, with TPG Voice Service you are able to call 000. It is important to know that TPG Voice service requires a broadband connection and power to both the Wi-Fi modem router and the Network Termination Unit (if applicable) supplied by TPG. If there is a broadband connection outage in your premises due to power or other faults, the TPG Voice service will not work and you cannot make phone calls including "000" emergency calls. 

8. How do the mobile and national call caps work?

   Take advantage of some fantastic savings with our National Cap and National Mobile Cap. National Call Cap: Charges are capped at $2 for up to the first 20 minutes per call. Per minute national call charges apply thereafter (charged per 30 seconds) 

9. How do the mobile and national call caps work?

   Take advantage of some fantastic savings with our National Cap and National Mobile Cap.

1. How am I charged for TPG FTTB Bundle plans?

   Monthly access charges are billed monthly in advance.

   Prepayment:
   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.

2. Can I receive Reverse Charge Calls/Collect Calls using TPG's Voice service?

   No, TPG Voice does not support the receiving of Reverse Charge Calls/Collect Calls.

3. Can I view my TPG Voice call usage online?

   Yes. You can view your outgoing call usage online by logging into 'My Account' at www.tpg.com.au/myaccount.

4. Can I use TPG Voice for local calls only and choose another provider for other calls (national long distance, international, calls to mobiles)?

   No. TPG Voice is a full service including line rental, local, national, international and mobile calls. Customers must not preselect to another carrier or use the TPG Voice service to make override calls on a third party network.

5. Will I receive paper bill?

   No. You can view the current and previous bills online by logging into the My Account section on the TPG website. It's simple and secure. Select 'Your Account Statement' under 'Account Management'.

6. How much does it cost to make calls?

   For a complete list of call rates click here.

7. Can I call emergency numbers with my TPG Voice Service?

   Yes, with TPG Voice Service you are able to call 000. It is important to know that TPG Voice service requires a broadband connection and power to both the Wi-Fi modem router and the Network Termination Unit (if applicable) supplied by TPG. If there is a broadband connection outage in your premises due to power or other faults, the TPG Voice service will not work and you cannot make phone calls including "000" emergency calls.

8. How do the mobile and national call caps work?

   Take advantage of some fantastic savings with our National Cap and National Mobile Cap.

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

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

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

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

1. Can I keep all the same specific services and features when I change my phone company to TPG?

   TPG Voice Service 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 Voice.

   Click here to view the call features and service we offer.

2. How do I activate the standard features like call barring and call waiting?

   Call Waiting feature is ready to use and do not require activation. All other standard features like call barring can be configured through the 'FTTB Phone Service Control Panel' in Your Account.

   Please follow the steps below:

   1. Log into 'My Account' via the TPG home page www.tpg.com.au/account
   2. Click on 'View FTTB Phone Service'

      

   3. Click 'FTTB Phone Service Control Panel'

      

3. Can I forward/divert calls to international numbers?

   No, call forwarding to international numbers is not supported.

4. How is the Call Forwarding feature charged?

   Standard call rates apply to forwarded calls. 

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.

6. How do I list my TPG Voice number in the directory?

   Please follow the instructions below to register your existing TPG phone number in the Directory Listing:

   1. Log into 'My Account' via the TPG home page www.tpg.com.au/account
   2. Click on 'View FTTB Phone Service'

      

   3. Click 'FTTB Phone Service Control Panel'

      

   4. Under 'Directory Listing', ensure that 'listed' is selected
   5. Click 'Update' at the bottom of the page

1. I am an existing TPG FTTB Bundle customer, what should I be aware of during relocation?

   We can provide TPG FTTB Bundle plans to your new location if TPG FTTB service is already available in that building. A new phone number will also need to be allocated. 

2. How much does a relocation cost?

   Please refer to our FTTB Additional Pricing.

3. I am currently subscribed to FTTB Bundle plans. What if I am relocating to a location where TPG does not offer FTTB service?

   We may be able to offer other products that are available in your new location. Standard FTTB relocation fee applies. For more information please visit FTTB Additional Pricing.