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Frequently Asked Questions:

NBN Broadband Installation

  • 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.

  • Can I check the progress of my application?

    TPG has 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 and follow the prompt by entering either your username.

  • What happens on installation day?

    This depends on the type of nbn™ service being connected and whether there has been nbn™ equipment previously connected. TPG will advise you in advance if the nbn™ technician requires access into your premises.

  • What is the new development fee?

    The $300 New Development Fee (NDF) is charged for all nbn™ broadband connections (FTTP, FTTB, FTTN, FTTC, HFC and Wireless) in the following circumstances:

    • The first connection at a premises identified by nbn™ as being within the site boundary of a new development.
    • The first connection(s) at a premises in an established area where a developer has increased the number of dwellings on the same plot of land e.g. demolished a single house and built a block of units.

    Once the NDF has been charged at an address, it will not be charged again for subsequent connections, provided the number of dwellings at that address has not increased. At TPG, we pass on the full $300 NDF charge as billed by our wholesaler, nbn™. These charges are clearly visible when applying for a service - they are also included in any Critical Information Summary for nbn™ broadband plans sold after 1 April 2016, and the TPG terms and conditions.

  • Can I change my nbn™ plan after I've signed up?

    You sure can! If you wish to change your nbn™ plan, simply call us on 13 14 23.

  • What is included in the installation?

    If necessary, an nbn™ technician will complete a standard installation of the required nbn™ equipment.

  • Can I reschedule the installation appointment?

    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 Additional charges will apply for the new appointment if less than 3 working days' notice is given.

  • How many devices can I connect to nbn™ broadband?

    nbn™ equipment for Fibre to the Premises (FTTP) or Wireless broadband allows one device to be connected to the active data port via Ethernet cable. To connect multiple devices, all you need to do is connect a compatible WiFi modem.

    For nbn™ Fibre to the Building/Node (FTTB/N) services, you'll need to connect a compatible WiFi modem to the wall socket used for your nbn™ broadband connection. The speed of your service may vary based on the number of devices connected and depending on if these devices are connected via a cable to the router or via wireless.

    For nbn™ Fibre to the Curb (FTTC) or HFC services, you'll need to connect a compatible WiFi modem to the NBN Connection Box/Device. The speed of your service may vary based on the number of devices connected and depending on if these devices are connected via a cable to the router or via wireless.

    TPG has no control over the wireless performance of the Wi-Fi modem in your premises. There are many factors, such as the size and design of your premises, interference from nearby wireless networks and compatibility with your devices that could affect the speed and reliability of a wireless connection.

  • Will my current modem/router work with nbn™ broadband?

    To use your new TPG NBN service, you must use a compatible modem or router. If your NBN service includes Phone Line, you must use the TPG supplied modem to use the phone service.

  • 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 nbn™ installation does not include additional home network wiring beyond the installation of the Network Boundary Point (typically the nbn™ Connection Box or first wall socket, depending on your nbn™ technology). You may choose to hire a registered cabler if you'd like to have any additional home network wiring installed.

  • Are speeds on the NBN guaranteed?

    The short answer is no.

    There are factors that can affect all broadband speeds;
    Hardware: You will need a router capable of connecting you to the nbn™ which can handle the high speeds available to you. WiFi within the premises and router performance can often be the slow point in a nbn™ connection.
    Network links: External network factors such as physical location of host computer, global Internet link between TPG and the destination and the backhaul network between your premises and TPG. Congestion on domestic and international links can be present during peak times.
    Users: The amount of local users and devices in use at one time. Even with the high speeds of the internet it is possible to use all available bandwidth at once, which will affect the overall speed experience.
    Software: There are many applications and programs that access the Internet. These may be running in the background on your device performing various activities such as downloading updates and files and uploading information... all of this will reduce the total speed of your connection.

  • Does TPG NBN Fibre to the Premises (FTTP) service include a backup battery unit? (FTTP only)

    TPG NBN service does not include the supply of a backup battery unit. This means during a power outage, you will not be able to make or receive any calls, including calls to emergency services. Please ensure that you have an alternative method to make calls such as a mobile phone.

  • Will my medical alarm, security alarm, EFTPOS machine or fax machine work on the nbn™ network?

    Many types of devices that are normally connected to phone lines (such as medic alarms, back to base alarms, EFTPOS machines, fax machines and more) can work over the nbn™, however please contact the service provider to make sure - you may need to order a specific type of phone service on the nbn™ in order for these services to continue working.

    Please note: TPG does not offer a Priority Assistance service. If you are a Priority Assistance customer please consider this and have an alternative available to you in case of a service outage

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