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Frequently Asked Questions:

Naked ADSL2+ Installation


  • How long does it take to get my service installed?

    From 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.


  • Is there a way to speed up the activation process?

    We are dependent on our wholesale provider to connect your service, therefore we are subjected to their connection timeframes. We will do our best to process your application as quickly as possible.


  • How long is the connection lead time for Naked ADSL2+?

    From 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.


  • What information do I get after I submit my application?

    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.


  • Do I need to cancel my phone line for Naked ADSL2+?

    No. You need to provide your existing phone number to apply for Naked ADSL2+. Once the transfer is completed on the line, we will take care of the rest.


  • 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 downtime.


  • When will I lose my landline (PSTN) phone service?

    You can make phone calls right up until the time your Naked ADSL2+ transfer occurs.


  • Do I need to be home on the installation day?

    No, you will not be required to be at home on the day of your Naked ADSL2+ installation.


  • When will I get my modem?

    When we get a connection date from wholesale provider, we will dispatch any hardware that you've ordered to your nominated delivery address. Hardware orders generally take between 3-5 working days to arrive, but we try to ensure that the hardware gets to you before or on the date of broadband activation.


  • What is my Network Boundary Point? And Why Does It Matter

    We will deliver your service to the network boundary point of your Premises. This network boundary point is either:

    • Your first telephone socket - this applies mainly for standalone premises like a house
    • The Main Distribution Frame (MDF). This is a small telecommunications room within your premises. 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. You should not rely on our contractors to have a key to this room
    • A network termination device which is a Telstra box externally mounted a single dwelling
    • The Network Boundary Point is the point on the phone line where TPG's responsibility ends and the customer's begins; hence TPG will help customers connected to the network boundary point. Click here for diagrams




 
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