TPG Support

Frequently Asked Questions - General

Account Details

1.1  Can I host my web site on free space?
Yes, existing TPG Customers with an ADSL/Dial Up Account will have 10Mb or 30Mb of Web space to use for basic HTML Websites as specified for the customer's internet plan.
1.2  Are there any mailboxes included in your domain and web hosting packs?
TPG domain name & website hosting packages do not include any mailboxes. Click here to find out about TPG Broadband Plans and/or additional mailboxes available.
1.3  What mail components TPG support on the hosting?

TPG Windows servers support CDOSYS, Jmail (emails must be relayed through

TPG Linux servers support FormMail
1.4  How do I restrict access to a subdirectory on my website?

Password protecting folders on your website using .htaccess and .htpasswd

An easy way to restrict access is by creating ".htaccess" and ".htpasswd" file. The below example is based on a free web space with username is "joeydin" and the directory I want to protect is "test-access". This directory contains a simple html file the prints out a "hello" message.

The location of the file "test-access" is /ftp/joeydin/ test-access. joeydin is the root directory.

Step 1

Creating an .htaccess file

This file contains the information about the file we want to protect.

Create a text file (windows users) copy and paste the following lines. As for Linux/Unix user, you can simply vi these files.

AuthUserFile //.htpasswd
AuthGroupFile /dev/null
AuthName Please enter details
AuthType Basic
require valid-user

For example:

AuthUserFile /ftp/joeydin/test-access/.htpasswd
AuthGroupFile /dev/null
AuthName "Please log in"
AuthType Basic
require valid-user

The line "/ftp/joeydin/test-access/.htpasswd" tell the system to look for the username password stored in the file .htaccess in location /ftp/joeydin/test-access/. "ftp" is the directory on the server every users of the free web space are using the same location. "joeydin" is my ftp account, its also my root directory, and "test-access" is file that I want to protect.

Step 2

Save this file with any name you wish say htaccess.txt in your C drive. So the location is c:\htaccess.txt

Step 3

The best way is to upload your .htaccess file using DOS or your command prompt.
A. Open a command prompt by clicking on start, and run.
B. Type "cmd"
C. Type "ftp", space, and (IP address of the web server)
D. Log in with your username and password
E. Type "put" enter
F. When prompted for local file, type the location and name of file to upload (c:\htaccess.txt)
G. When prompted for remote file, type .htaccess so htaccess.txt is uploaded to your root directory with its name replaced to .htaccess.

Step 4

A. Creating .htpasswd file. This is the file that .htaccess look into when it has to verify the user again the password

The file is in this format:


The user name can be in plain text, but the password has to be encrypted.
As an example, my file has the format

B. As you can see, the password is encrypted; you can get your password encrypted from one of these sites:

C. Upload the file using the same instructions.

You can see my example of the authentication by going to with the username 'test1', password 'testme'.

1.5  How do I set up an account?

Firstly you will need:
A Computer
A Modem
Connection Software

Almost any computer can be connected to the Internet. Please click here to find out about our latest Broadband plans.

1.6  What is my Customer ID?
Your Customer ID is a number you will have received on your TPG Invoice. This number identifies your account, you will need it when you contact our Accounts Department
1.7  What is my Username?

If you registered with TPG before 28 June 2011, your username is between 6–8 alpha-numeric characters in length. If you registered with TPG on or after 28 June 2011, your username is between 8–15 alpha numeric characters. Your username is always all lower case and contains at least one letter. This username is used to authenticate your Internet connection and to access many TPG features including 'Your Account', TPG Email, and IPTV

You are required to select your username (subject to availability) when you sign up with TPG. After signing up, you will be sent a confirmation email which includes your username. Please do not delete this email for your future reference.

1.8  Can I change my username?

You cannot change your TPG Username. However, you can create up to 2 email aliases. Email alias allows you to have a different email address in addition to your default email address (e.g. [email protected] and [email protected]). This is a simple email forwarding service, email messages sent to your email aliases will be forwarded to your main email address (i.e. [email protected]).

To create email aliases, you can log into 'Your Account' on TPG Homepage and go to "Manage your Email Aliases".

1.9  I forgot my password. What can I do to retrieve it?
The easiest and fastest way to retrieve your TPG password is by using our Forgotten Password Tool.
1.10  What is my Password?
You are required to select a Password when setting up a TPG Internet account. This provides you with a way to keep your account secure. Your password should have 8 – 15 characters and must contain 2 or more letters & numbers. Your password is case sensitive and can be a mix of upper & lower case letters. Your password should not be the same as your username. Your Password does not appear on your invoice for security reasons.
1.11  Can I change my Password?
Yes, you can change your password. In fact it is a good idea to change your password frequently for security reasons. You can change your Password on the Your Account section of the Home Page.
1.12  How do I monitor my usage quota?
You can monitor your daily usage by logging into 'Your Account' and then going to 'Check your Account Usage'. Your total peak and off-peak downloads usage is displayed next to "Peak Downloads used" and "Off-Peak Downloads used" respectively.
1.13  How long direct debit process will take?
If supplied bank details are correct, Direct Debit process may take up to 5 working days, therefore TPG recommend using a credit card to minimize your waiting time.
1.14  How do I update my Contact Details?
Visit Update Contact & Payment Details in My Account to change your contact details.

Browsing the web

2.1  What is a browser?
A browser is program that interprets HTML documents and displays them to the user. This type of program is required to view Web Pages. There are lots of different browsers, the most popular of these being Internet Explorer and Netscape.
2.2  How do I bring up a Web Page?
To view a Web Page you need to open your browser. If you have the url or address of the site you wish to view, simply enter it into the address line of the browser and hit enter. The page will then load into your browser.
2.3  What is a Start Page and how do I set it?
A start page is a Web Page that automatically loads when you open your browser. You can set your Start Page to whatever you want it to be.
2.4  How do I perform a search?
To perform a search you need to use a Search Engine. There are a number of different Search Engines. TPG recommends Google! which is one of the most popular search engines. To perform a search with Google! click here.
2.5  If I just browse the Web without downloading anything, surely I will be able to use as many hours as I want.

Downloading is an action. It is the transfer of information from a computer on the Internet to your computer. Browsing is a form of downloading. When you view Web pages, you have downloaded the information you see from the Internet.
Web pages vary in size. A Web page with only a small number of pictures and a lot of text will be relatively small in size. A colourful Web page with more pictures than text will be, as a rule, a lot larger.
A good indicator of how large a Web page is, is how long it takes to download. Small pages appear on your screen quickly and larger pages take longer.

Some examples of downloads are:
Web pages
MP3s or songs

2.6  How many megabytes is an email, a Web page, a song or even a video?

The size of anything on the Web will vary enormously. There are ways to check the sizes of the files you download.
*The following examples are for Microsoft Outlook and Internet Explorer.

To check the size of an email:
Open the email.
In the menu bar, click on File.
Scan the list and click on Properties.
A dialog box will appear, similar to the one shown here.

To check the size of a Web page:
Move your mouse to a space on the Web page that does not contain text or a graphic. In other words, find a blank spot.
Right click on this the spot. A menu will appear.
Scan the list and click on Properties.
A dialog box will appear.

To check the size of an MP3 or song file:
Move your mouse over the top of the songs icon.
Right click on the icon, a menu should appear.
Scan the list and click on Properties.
A dialog box will appear.

2.7  What is a Computer Virus?

Computer viruses spread from computer to computer. They can cause your computer to erase data, your hard drive to crash and even your mail client to spread an email virus to everyone in your address book.

Computer viruses spread when certain programs are executed onto your PC. Your computer may become infected by a computer virus when installing copied programs from a disk or downloading programs from the Internet. Viruses can only spread from computer to computer in a limited number of ways. The most common way is for an infected program to be copied or downloaded to a computer and then run.

There are a number of ways that software can be transmitted over the Internet. Programs can be manually downloaded from Web and FTP sites. They can be sent via email. They can be passed around using the file transfer capabilities of online chat and `buddy services (IRC, ICQ etc.). They can even be downloaded from newsgroups.

2.8  Where is the any key?

When someone gives you the instruction "please click on any key", they mean please press a key on the keyboard.

please click on for more information

2.9  I can't open any websites?
Please click here to see troubleshooting steps and useful tips if you are having issues connecting to the Internet
2.10 Can I create webspace using my slave accounts?
No, slave accounts are only used for email.


3.1 What is my E-mail Address?
Your TPG E-mail address is [email protected] Where Username is your TPG username. If you are uncertain of what your Username is please call our Accounts and Billing department on 13 14 23 (option 3)
3.2 What is my password for my E-mail?
Your E-mail password is the same as that your TPG account password. If you are uncertain of what your Password is please retrieve your TPG password by using our Forgotten Password Tool. With this handy tool, you can choose to get your password sent to either your email or your mobile (SMS).
3.3 How do I set-up E-mail?
TPG have detailed set-up instructions for most E-mail Clients. To go to the E-mail set-up page click here.
3.4 What are the incoming and outgoing mail servers?
Please click here to view TPG's email settings.
3.5 Why does it stop downloading halfway through receiving my E-mail?
This can be caused by a faulty mail header message on the message that has been sent. This may have occurred in transit or at the source. To fix the problem, simply delete the message off the server. To delete an E-mail from the server please visit tpg postoffice by clicking here.
3.6 Why do I get multiple copies of the same E-mail message?
This is caused when a mail program fails to send a "received" code for a specific message and the messages are repeated until it succeeds to send the code or the message is deleted from the server. To delete an E-mail from the server please visit tpg postoffice by clicking here.
3.7 Can I collect my E-mail from a different computer?
Yes. You will need to configure the E-mail Client on the new computer for your account. For details on how to configure the E-mail Client click here.
3.8 How do I set up my Email Spam and Virus Filters?
TPG has an easy way to set up your spam and virus filters for your TPG email accounts. By default your spam filter is turned on, to configure your spam filter please visit the your account page at: We offer FREE Spam and virus filters, to all of our customers with TPG email accounts. This feature should help eliminate spam as well as possible virus infected emails reaching your Inbox.
3.9 How do I manage my Email Alias?
Visit Manage your Email Aliases in My Account to check alias availability, add alias and delete alias.