TPG Support

TPG Mobile FAQs

For discontinued TPG Mobile plan FAQs, click here

TPG Mobile Plan FAQs

Roaming FAQs

Premium Services FAQs

Premium SMS/MMS Services

TPG Mobile is Switching to the Vodafone Network



Service

Mobile Phone FAQs
1.1 How do I activate my Sim Card?
After receiving your TPG SIM card in the mail, you can activate it by simply following the instructions provided with your SIM card. If you have any questions please call us on 13 14 23.
1.2 Where do I find information on call charges?
1.3 How am I billed for my mobile service?
TPG's Mobile Service is provided on prepaid basis. TPG will debit your bank account/credit card for the following initial charges during the registration process.

  • Equipment (if you purchase any ADSL modem)
  • Delivery of equipment (if not collected from TPG 65 Waterloo Rd, North Ryde NSW 2113)
  • Broadband Setup (when you bundle Mobile with a TPG Broadband plan)
  • SIM charge
  • First month's monthly charge
  • All TPG services are prepaid. You must pay the monthly recurring charges in advance. In addition, you have the option to make additional prepayment for usage that is not within the included value (if any) for the plan that you have acquired. If there is insufficient funds in your prepaid balance, you will not be able to make any usage that is not part of your included value. Prepayments can be made during registration or after activation via the My Account section of the TPG website. If you choose to make additional prepayment, the amount will be debited from your nominated bank account or credit card. We will send you messages about your usage during the month. 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.

Each month thereafter, you will be charged 7 days prior to the end of the monthly period for the following month's monthly charge.
1.4 Can I bring my own phone?
Of course! Although, you may be required to unlock it from your previous mobile phone provider.
1.5 How is TPG's mobile coverage?
TPG's Mobile service is delivered to you via the Vodafone Network. Click here to check coverage in your area.
1.6 What is 4G?
4G is the fourth generation of mobile telecommunications technology that is capable of much faster speeds compared to 3G and 2G.
1.7 Does TPG support 4G?
We offer 4G speeds given:

– You must be on a 4G plan
– You must have a 4G compatible handset
– In 4G coverage areas
– 4G is enabled on your handset

4G is enabled by default on TPG mobile plan.
1.8 How to turn on 4G on my handset?
Instruction varies according to handset. We recommend you consult with the user manual of the handset for information.
1.9 What will happen if my phone is not a 4G phone or I am outside the 4G coverage areas?
You will be limited to 3G or 2G and speeds will be much less than that of 4G.
1.10 How do I activate my voicemail? And how much does it cost?
For your convenience, your voicemail is automatically activated when you connect to our mobile network. To record a personalised greeting or change your settings, simply call 121 and follow the prompts.

To retrieve your voicemail, dial 121.

Please note that calling 121 is charged according to the Voicemail Retrieval rates within your plan.

You can check our voicemail charges according to your plan at www.tpg.com.au/mobile/callrates. Click here for more information about Voicemail.
1.11 How do I check my usage and monthly statement?
If you want to see how much credit you've used up so far in the month, and how many call credits you have left, simply go to "Your Account" at www.tpg.com.au. At "Your Account" you can also see your monthly statement. We will also email your billing information, usage information, etc to you.
1.12 I wish to send an Audio/Voice SMS from my handset. How would I be charged?
Audio/Voice SMS is charged as standard MMS. Please view our call rates here http://www.tpg.com.au/mobile/callrates.php
1.13 Which countries can I send international SMS to?
Generally you can send SMS to countries you can make international calls to. Check our call rates page to see the list of countries you can call from your plan.
1.14 Can I use my TPG mobile overseas? (International Roaming)
To use your TPG mobile overseas, you need to activate International Roaming via My Account.

At the time of activation, TPG will charge an amount to increase your Prepaid Balance to $500 to cover the cost of international roaming usage.

The entire unused Prepaid Balance amount will be credited back to your account 30 days after you have deactivated International Roaming. If further Prepaid Balance is required after the credit is applied, it can be purchased through My Account.

Click here to check international roaming rates.

Note: International roaming calls are not included in the Included Value.
1.15 My phone is locked to another mobile provider. How do I unlock it?
If your phone is locked to another provider, you can contact the provider to unlock your phone.

Vodafone: call 1300 650 410 or visit www.vodafone.com.au/unlock
Telstra: call 13 22 00
Optus: call 13 39 37

Alternatively, you can visit the store in which you purchased the phone for assistance.
1.16 What happens if I use less than my Included Value?
If you have used less than your monthly Included Value, the remaining amount will expire at the end of the month. If you use less than the advertised price of the plan you will still have to pay the same minimum monthly charge (which is the advertised price of the plan).
1.17 What happens when I use more than my Included Value?
You will be charged for the calls made outside your Included Value based on the call rates advertised. You will be charged, and funds will be taken out of your Prepaid Balance. If you don’t have sufficient Prepaid Balance, you will not be able to make any usage that is not part of your Included Value.
1.18 My phone is asking for a PUK code. What do I do?
Do not attempt to guess your PUK code as incorrect entries may result in permanent locking of the SIM Card.

If you have an active TPG plan in the Vodafone network, you can obtain your PUK number by logging into My Account. Once you are logged in, go to View Mobile Service Accounts, and then go to Get PUK Code under the mobile account you wish to get the code for.

Alternatively please contact our Mobile Support team on 13 14 23 for assistance in retrieving the PUK code.
1.19 I cannot make any outgoing calls from my mobile, what's wrong?
For starters, try switching your phone on and off. Also try checking your signal strength. If it still does not work, the problem may be caused by a billing issue. Please call Mobile Customer Service on 13 14 23 to check if the issue concerns billing.
1.20 My phone says that I have a Sim Card error. What's wrong?
Check to see that the Sim Card is inserted correctly. If this does not work, try testing the Sim Card on another phone. The phone must be unlocked. If the Sim Card still does not work, you must call TPG on 13 14 23 and request for a replacement Sim Card.
1.21 What do I do if I lose my phone or if it gets stolen?
If your phone is lost/stolen please call TPG on 13 14 23. TPG will block the service on the lost/stolen phone and will issue you with a new Sim Card. There is a charge involved for the new Sim Card.
1.22 How do I move all my Sim Card contacts to my new TPG Sim Card?
Firstly, save all your contacts from your previous Sim Card onto the phone. If you do not know how to do this, try consulting your mobile phone manual. Once you have moved all of your contacts onto the phone memory, simply insert the new TPG Sim Card and transfer the contacts from the phone onto the Sim Card!
1.23 I am having problems with my mobile phone. Who can I call for help?
If there is a problem with your mobile phone please contact the manufacturer directly using the contact details listed below. Please note that TPG does not repair mobile phones.

Manufacturer Contact Manufacturer User Guide Link
Alcatel Contact Alcatel Alcatel User Guide
LG 1800 643 156 LG User Guide
Mitsubishi 1800148837 Mitsubishi User Guide
Motorola 1300 138 823 Motorola User Guides
NEC 131 632 NEC User Guide
Nokia 1300 366 733 Nokia User Guide
O2 Contact O2 O2 user Guide
Panasonic 132600 Panasonic User Guide
Philips 1300 363 391 Phillips User Guide
Sagem Contact Sagem
Samsung (612) 9763 9700 Samsung User Guide
Sharp 1300 13 50 22 Sharp User Guide
Siemens 1300 665 366 Siemens User Guide
Sony Ericsson 1-300 650 050 Sony Ericsson User Guide
Trium 1800148837 Trium User Guide
1.24 How does the optional Prepaid Balance work?
  • If you wish to use the service for usage that is not part of the included value (e.g. excess usage or excluded usage), you will need to have prepaid to us money to cover the charges for such additional usage (Prepaid Balance).
  • Prepayment is optional, your default Prepaid Balance is $0
  • To check your Prepaid Balance, log into My Account and go to your mobile usage page.
  • To add to your Prepaid Balance, log into My Account and then select "Add Prepaid Balance" in your Mobile Service Account.
1.25 Can I use my BlackBerry handset on a TPG mobile plan for push email and data?
No, TPG mobile plans are not suitable for use with Blackberry push email and data. TPG does not supply and support BlackBerry Internet Service (BIS). Only Voice Calls and SMS are supported.
1.26 Can I manage my mobile service conditions online?
Yes, you can use the Mobile Service Control Panel within My Account to modify your mobile conditions such as activating/deactivating Data, International Roaming, Diversions, etc online. Click here for more information.
1.27 How do I set up call forwarding to international numbers?
Call forwarding to international numbers is not available.
1.28 Can I use Internet tethering with TPG mobile?
Yes, TPG Mobile supports tethering. Please note that in order for Tethering to work, your Mobile Data also needs to be enabled in Your Account. Tethering will use mobile data from your TPG Mobile plan.
1.29 How do I setup Tethering in my mobile phone?
Tethering can only be used in mobile phone with tethering capabilities. Please refer to your handset device's manual or website if you are unsure on how to enable tethering on your phone. You can also contact our Mobile Technical Support team on 02 9007 2000 (option 3) if you require further assistance.
1.30 Is there any additional charge for tethering?
There is no additional charge in turning tethering on, however please be aware that tethering uses your mobile data. Any mobile data usage not included in your plan is charged as an excess which comes out of your Prepaid Balance.
1.31 What is included in the Talk & Text Cap Values?
Talk & Text Cap plan comes with TWO lots of cap value.

TPG to Any Network Cap Value can be used for:
  • International Voice Calls
  • Standard Voice Calls to other mobiles within Australia
  • Fixed Line Calls to Any Network in Australia
  • National & International SMS and MMS to Any Network (including TPG Mobiles)
  • National Video Calls
  • Free Voice Mail Deposit & Retrieval
TPG to TPG Cap Value can be used for:
- Standard Voice calls to TPG Mobiles within Australia ONLY
1.32 Will I get a text message if I have reached my Included Value?
Yes. We will send you an SMS alert if you reach 75% or if you exceed your Included Value. For Talk & Text Cap plan customers, you will get an SMS alert for each cap value - "TPG to Any Network" cap value and "TPG to TPG" cap value.
1.33 What are the SIM card types TPG offers?
After you purchase a TPG mobile plan, we will send you a SIM card containing a single SIM in all sizes: Standard, Micro and Nano.

Standard SIM: The Standard SIM is used in older phones.
Micro SIM: The Micro SIM is used for most smartphones.
Nano SIM: The new Nano SIM is used for iPhones, iPads and the latest Android phones.

Once you receive the SIM card, simply push out the SIM type you need.

TPG SIM Card

If you are already a TPG customer and need a replacement SIM, please call 13 14 23 (Option 3 +2).
1.34 How do I unsubscribe from promotional text message (SMS) from TPG?
To unsubscribe from our promotional SMS, simply reply "STOP" to the SMS you received.

Alternatively, you can call Mobile Technical Support on 02 9007 2000 (option 3) and request to unsubscribe.
1.35 What Spend Management Tools does TPG offer?
For mobile services, you can monitor your actual usage by logging into the My Account section of the TPG Website. The usage displayed will be delayed for some call types and data usage for up to 30 minutes, and longer for international roaming calls and for any third party services ordered through your mobile service. You can also turn off data, bar outbound calls of various types, restrict roaming, 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.
1.36 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.


TPG Mobile Plan FAQs
2.1 What usage types are included in the TPG mobile Plan?

T4G PAYG plan includes:
  • 50MB Included Data

Super Value Small, Super Value Medium, and Super Value Large plans includes:
  • Unlimited Calls, SMS and MMS to Standard Australian Numbers
  • Included data as specified for the plan you have purchased

Super Value Extra Large plan includes:
  • Unlimited Calls and SMS to Standard Australian Numbers
  • Included data as specified for the plan you have purchased
  • 100 minutes of International Calls per month (Excludes calls to Satellite Phones)

Standard rates apply for usage outside of the Included Value and for excess data. Unused Included Value and Included Data are forfeited at the end of each monthly billing cycle period.

2.2 What types of usage are excluded from the TPG Mobile plan?

T4G PAYG plan includes 50MB of data each month. All other usage charges are excluded.

Super Value Small, Super Value Medium and Super Value Large plans exclude:
  • Excess Data
  • Calls to International Numbers
  • Text (SMS & MMS) to International Numbers
  • International Roaming
  • Standard National & International Video Calls

Super Value Extra Large plans excludes:
  • Excess Data
  • Text (SMS & MMS) to International Numbers
  • MMS to Australian Mobiles
  • International Roaming
  • Standard National & International Video Calls

2.3 Are Voicemail deposit and retrieval unlimited?
Voicemail deposit and retrieval are unlimited for Super Value Small, Medium, Large and Extra Large.
Voicemail deposit and retrieval are charged 15c per 30 seconds for T4G PAYG.

2.4 Is there a flagfall or call connection fee for diversion within Australia?
No, diversion within Australia is charged at 9.9¢ per 30 seconds for T4G PAYG plan and is unlimited for Super Value Small, Super Value Medium, Super Value Large and Super Value Extra Large plans.

2.5 Can I change from an existing TPG Mobile Plan to the new Super Value plan?
Yes, click here to change your TPG mobile plan. The “First 6 Months Reduced Monthly Pricing” offer does not apply to existing TPG customers.

2.6 Are there any restrictions or terms pertaining to the unlimited aspect of the Super Value plan?
TPG Mobile plans are for personal use only and may not be acquired by companies or businesses or used for commercial purposes or in a manner that may adversely affect the mobile network. In particular the services may not be used for wholesaling, reselling, refilling, SIM boxing or any other commercial purpose. If TPG reasonably believes that you are using the service for commercial purposes in breach of this clause, or in a manner that may adversely affect the mobile network, TPG may immediately suspend the mobile service and may provide 24 hours' notice of termination of the mobile service.

2.7 Are calls to 13 and 18 numbers included in the TPG Mobile plan?

  • Calls to 13/1300 numbers are considered as standard calls to Australian numbers. As such, the rate for T4G PAYG is 9.9¢ + 10¢ flagfall. They are unlimited for Super Value Small, Super Value Medium, Super Value Large and Super Value Extra Large plans.

2.8 Are International Calls, SMS & MMS included in the TPG Mobile Plans?

  • Usage on T4G PAYG plan will be charged out of your Prepayment.
  • International Calls, SMS & MMS are on Pay As You Go basis for Super Value Small, Super Value Medium.and Super Value Large plans.
  • 100 minutes of International Calls are included in Super Value Extra Large plans. Excess usage will be charged out of your Prepaid Balance. Click here to view the rates.

2.9 What happens if I exceed my plan’s Included Data?
TPG Mobile plans have a certain amount of Included Data each monthly billing cycle. If at any time in a billing cycle you use more than the amount of Included Data, we will charge you:

  • For T4G PAYG, 10˘ per MB (charged per KB or part thereof) out of your Prepayment.
  • For Super Value Small, Super Value Medium, Super Value Large & Super Value Extra Large $10 out of your Prepaid Balance to increase the amount of Included Data available in that particular billing cycle by 2GB.

If there is insufficient funds in your Prepaid Balance, your Mobile Data will become inactive until your Prepaid Balance is topped up to a sufficient level.


Roaming FAQs
3.1 How do I contact TPG from overseas?
The easiest and most cost effective way to contact us while International Roaming is to visit our website. Set up an email contact address and account password before you leave and please remember your online password to gain access to your account details via the website.

Our standard Customer Care number is not available from overseas. If you need to contact us by phone, please call us on +61 13 14 23 for assistance. This call will be charged at the normal international rate from that country's service provider to Australia.
3.2 Can I use my current mobile phone when overseas?
Yes, depending on the country or area you will be travelling to, you can use your current mobile phone.

In the USA some states and cities offer GSM coverage using the 1900 Mhz band. Tri-band mobile phones sold in Australia are able to roam in these areas. Other parts of the USA use TDMA coverage and you will have to hire a mobile phone (and use your own SIM card) to roam. Some parts of the USA do not use compatible mobile phone technology so a complete mobile phone pack will have to be hired in order to roam there.

In Europe most countries offer GSM coverage using the 900 Mhz and 1800 Mhz bands. Dual-band, Tri-band,and Quad-band mobile phones are able to roam in these countries.

Most countries in Asia also offer GSM coverage using the 900 Mhz and 1800 Mhz bands and Dual-band and Tri-band mobile phones are able to roam in these countries. Please Note: Japan does not use compatible mobile phone technology so a complete mobile phone pack will have to be hired in order to roam there.
3.3 Where can I get information on international GSM coverage?
Visit our website to see if the country you are travelling to is covered and has an agreement with TPG.
3.4 If I need to hire a mobile phone, where can I find one?
We suggest you attempt to contact mobile phone hire companies via the Yellow Pages to hire mobile phones and accessories whilst travelling.

Travellers are usually able to hire mobile phones at their destination country's airports. Companies offer this service much like hire cars.
3.5 What can I do if my mobile phone has been lost/stolen?
If your SIM card or mobile phone is lost or stolen please either visit our website or contact us on +61 13 14 23 for assistance. This call will be charged at the normal international rate from that country's service provider to Australia.

Once we are notified, we will suspend your service so calls cannot be made.
3.6 How can I reduce the costs of incoming calls while International Roaming?
An easy way of reducing incoming call costs is to set an unconditional diversion on your mobile phone directing all incoming calls to your Voicemail box in Australia without the call routing overseas (meaning your phone will not ring). Doing this will not incur you any excess charges although there will be diversion charges depending on the plan you are on http://www.tpg.com.au/mobile/callrates. This way you can then make one international call from either your mobile phone or from a fixed line phone to collect all your Voicemail messages.

Leave a message on your Voicemail stating you are currently overseas (or unavailable) but you are able to respond to messages left. You may even leave your email address on your message for friends and colleagues to contact.

Another option is to remove all Voicemail diversions so that you will only be charged for calls you answer.

To listen to Voicemail messages whilst roaming call +61 414 121 121 (Charged at the normal international call rate from the country you are in to Australia).
3.7 How are my bills paid while I'm away?
Your bills will be paid as usual while you are away. Please ensure you have sufficient funds in your account on the due debit date.
3.8 How will I receive my bills while I'm overseas?
You can view your bill on our website. Don't forget your online password so you can access your account details.
3.9 When will my International Roaming bond be refunded, if taken?
Your International Roaming bond will be credited back to your account 30 days after you have deactivated international roaming. This is to ensure we have received all (or most) of your call records from overseas carriers.
3.10 Can I use phone numbers stored on my mobile phone when overseas?
You can use them but you may need to change them to use the international prefix and area codes. For example: 92430000 would be changed to become +61892430000. Remember to drop the 0 out of the area code (08 would become 8, 02 would become 2, etc).
3.11 Why can't I use my Voicemail/SurePage/SMS where I am?
Not all services are available in every country you may visit, or are offered by every network you may choose. When you reach your destination, check the local networks for the services they offer.
3.12 Why have I been charged twice for one SMS I sent while overseas?
Each SMS you send has two components. This includes an international and local component and is displayed on your bill as two separate entries.
3.13 How do I activate or deactivate international roaming?

You can request to activate or deactivate international roaming in your Mobile Service Control Panel by following the steps below:


1. Log into "Your Account" at www.tpg.com.au

2. Click 'View all Mobile Service Accounts'

3. Click 'Mobile Service Control Panel' under your active plan

4. Look for 'International Roaming' inside the Control Panel, and then click 'See Further Information'

5. Select 'Enable'

6. Read and agree to all of the terms and conditions, and then click 'Update'

3.14 How would I be charged if I make a phone call to another roaming enabled number which is not a local number in the country I am currently in?

You will be charged with the International Call rate for Roaming, as call recipient will still be considered as an International Number even if the number is an Australian number. For example, if you are currently in Thailand and you make a phone call from your Australian roaming enabled number to another Australian roaming enabled number in Thailand, you will be charged with the International Call rate for Roaming in Thailand ($2.35 per minute + $0.40 flagfall). Please view our roaming charges here http://www.tpg.com.au/mobile/intlroaming.html



Premium Services FAQs
4.1 What are Premium Services?
Premium services are provided by third party content providers whom give you access to various types of content or payment services via fixed line or mobile phone. Examples include:

Premium Voice Services:
  • Psychic and horoscope hotlines
  • Voting lines for TV reality shows
  • Dating and chat hotlines
  • Exam result hotlines

Premium SMS Services:
  • Ringtones, games & wallpapers
  • Text & Win competitions
  • Text & Win trivia
  • SMS voting for TV reality shows
  • SMS jokes and horoscopes
  • SMS weather alerts
4.2 Can I access premium services with my TPG mobile?
No, TPG mobile does not support premium services.


Premium SMS/MMS Services
5.1 What are Premium SMS and MMS Services?
Premium SMS and MMS services deliver various forms of content to your mobile phone. They can be purchased by making a phone call, sending a text message, or requesting them via the internet or data connection from your mobile phone.
5.2 Can I send or receive Premium SMS and MMS with my TPG mobile?
No, TPG mobile does not support premium SMS and MMS.


TPG Mobile is Switching to the Vodafone Network

For more detailed information click here

6.1 Why is TPG mobile moving to the Vodafone network?
TPG has been involved in building fibre optic cables to Vodafone mobile base stations as part of their effort in transforming and improving their mobile network. As Vodafone’s key construction partner, we are in a great position to understand the improved quality of the Vodafone mobile network.

We are so confident about our work with Vodafone that we have decided to move our mobile customer base from the Optus network to the Vodafone network.
6.2 Will TPG invite me to move to the Vodafone network?
Yes. We are inviting customers to move to the Vodafone network in batches as there are limitations on the number of customers that we and the industry can accommodate transferring daily. Eventually all TPG mobile customers in the Optus network will be invited to move. The entire migration process will take several months.
6.3 Will I need a new SIM card in the Vodafone network?
Yes. Once you are invited, we will send you a new SIM card which you need to activate in order to start your new plan on the Vodafone network. The SIM card we use is a multi-fit "Magic SIM card" which has all 3 SIM sizes (Standard, Micro and Nano) in one card so you will be covered no matter which SIM type you need. You can pop out the size SIM you need, and pop the pieces back together if you need a larger size.
6.4 If I accept the invitation, will my number get transferred across to the Vodafone network?
Yes, your mobile number will be transferred to the Vodafone network automatically after you activate your new TPG SIM card. You will remain a TPG customer.
6.5 Will there be any changes to my mobile plan?
There may be changes to your mobile plan in the Vodafone network. In general, the changes are beneficial for you but please go through the details of your new plan including the Critical Information Summary to assess whether it is suitable for you.
6.6 What happens if I don't want to move to the Vodafone network?
We do expect to eventually discontinue our mobile plans in the Optus network. We are confident in the service and plans we offer on the Vodafone network and we recommend you accept the invitation to move to the Vodafone network as early as possible. If you do not accept the invitation and your existing plan is discontinued in the future, we will of course provide you with the appropriate notice.
6.7 How can I check the mobile coverage in my area and if my device is compatible with the Vodafone network?
Please check our mobile coverage page.
6.8 Will I have access to the Vodafone 4G network?
Yes, all TPG mobile plans in the Vodafone network have access to the Vodafone 4G network. However, you can only obtain 4G speeds when you use a 4G-ready phone (LTE 1800/850 MHz) in 4G coverage areas as per our mobile coverage map. If you are not within a 4G coverage area or your mobile handset is not 4G compatible, the mobile service will automatically switch over to 3G or 2G and speeds will be much less than that of 4G.
6.9 Is there any fee I have to pay to move to the Vodafone network?
No. Once you are invited to move to the Vodafone network, we will send a new SIM card to you free of charge.
6.10 Can I get a current plan TPG sells rather than the one being offered to me in the invitation?
Yes. When you activate your new TPG SIM card online, you will be given the option to choose from the plan specified in the invitation we sent to you and the plans TPG currently sells.
6.11 Someone I know received an invitation from TPG with a different offer from the invitation I received. Can I get that offer?
No, the offer is available only for the TPG mobile service number addressed in the invitation. The offer made to you is based on your existing mobile plan.



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