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Frequently Asked Questions:

TPG Fibre To The Building (FTTB) Installation


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

    We'll keep you up to date on the progress of your application via email or SMS. We will also call you to book the appointment of the technician visit.


  • Can I check the progress of my application?

    TPG have a tool in place for you to check the progress of your application

    1. TPG's installation status checker
      To use TPG's installation status checker, go to the checker within TPG's website tpg.com.au/install and follow the prompt by entering your username.

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

    You will need to be present at your premises on the day of installation.
    We will contact you to book an appointment for a timeframe window of 8am - 12pm or 1pm - 5pm. Please be aware the technician may need to gain access to your building's Main Distribution Frame (MDF) and to your wall socket.


  • What happens if I missed the installation appointment?

    A fee of $109 applies if you failed to attend the scheduled appointment. We will contact you to reschedule the installation appointment.


  • What happens if the technician missed the scheduled installation appointment?

    We will do an internal investigation with the technician that was scheduled for your installation appointment. If we find that the technician missed the appointment, we will offer you to reschedule the installation appointment at the earliest time possible without any additional charge.


  • Can I reschedule the installation appointment I have scheduled with TPG?

    If you wish to reschedule an installation appointment with TPG, please let us know at least 3 working days before the scheduled appointment by going to tpg.com.au/install. Additional charges will apply for the new appointment if less than 3 working days' notice are given.


  • What about any hardware that I've ordered?

    Once the order is confirmed and a port has been allocated, 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.


  • Can I use existing wiring in my premises?

    You may prefer to have internal network cabling installed at your address for your internet, especially if WiFi doesn't cover your house from end to end or you want to be sure you're always getting the maximum speed possible when transferring large amounts of data between devices in your home.

    An FTTB installation does not include additional home network wiring beyond the installation of the Network Boundary Point. You may choose to hire a registered cabler if you'd like to have any additional home network wiring installed.


  • There are multiple phone wall sockets in my home and TPG only delivered the service to one of these sockets. I would like the service to be delivered to all sockets or to a different socket in my home. What can I do?

    If you wish to have any additional cabling work done within your premises you may wish to contact a private technician to assist you with the work. TPG are not involved in cabling beyond our network and cannot provide any guidance or recommendations to you





 
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