TPG Support

Troubleshooting Your Connection Speeds

This page contains useful troubleshooting tips if you are having issues connecting to the Internet.

IMPORTANT: If this is the first time you are trying to use the connection, please contact Customer Service on 13 14 23 to verify that your TPG NBN service has been installed.

Before attempting the troubleshooting steps, TPG recommends that you:

  • Check our Service Status at for outages

  • Connect your computer directly to your TPG supplied wireless router using an Ethernet cable to eliminate wireless networking problems

  • Restart your TPG NBN router

If you are still experiencing issues with your connection speeds, please proceed with the troubleshooting below.

1. Go to and record the test result

2. Plug the computer directly into the Network Termination Device using an Ethernet cable and create a dialer on the computer.
  • For Windows 7
    • Open Control Panel
    • Go to Network and Sharing Center
    • Click on Set up a new connection or network
    • Select "Connect to the Internet"
    • Select "Broadband Connection"
    • Fill in the User name and password (use your TPG account username and password)
    • Click "connect"
  • For Mac
    • Click the apple icon and select "System Preferences"
    • Select "Network" from Internet and Wireless
    • Select "PPPoE"
    • Fill in the Account Name and Password (use your TPG account username and password)
    • Click "apply"

Try resetting your TPG NBN router to factory default and then reconfiguring it with your TPG settings. To do this press and hold the reset button on the back of the TPG NBN router for ten seconds. Click here for the TPG NBN router configuration guide or call our Technical Support Team on 13 14 23.

If you are still unable to access the Internet, please contact our Technical Support team on 13 14 23 and indicate which of the troubleshooting steps above you have attempted.