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TPG Fibre to the Building FTTB Broadband - Go Ultra Fast

CHECK IF FTTB IS AVAILABLE AT YOUR PLACE

Fibre to the Building - FTTB Plans

Select Your Connection Speed

Standard

Up to 12Mbps #

Superfast

50Mbps - 90Mbps #

Select Your Contract Term

Select a Plan

UNLIMITED

Data

$
49
99
/Mth

Minimum charge $

Pay As You Go Calls
Wi-Fi Modem

Critical Information Summary

UNLIMITED

Data

$
59
99
/Mth

Minimum charge $

Pay As You Go Calls
Wi-Fi Modem

Critical Information Summary

UNLIMITED

Data

$
69
99
/Mth

Minimum charge $

Unlimited Local Calls
Unlimited Standard National Calls
Unlimited National Calls to Mobiles
Wi-Fi Modem

Critical Information Summary

UNLIMITED

Data

$
79
99
/Mth

Minimum charge $

Unlimited Local Calls
Unlimited Standard National Calls
Unlimited National Calls to Mobiles
Unlimited International Calls to 15 Countries
Wi-Fi Modem

Critical Information Summary

Why TPG FTTB?

M.M. of Zetland, NSW “I would liken this transition to driving an old car and then suddenly being given a brand new Ferrari. Thanks again for making this happen.”

User on Whirlpool forum “Is it just me or does this seem like the best internet service in Australia? I've been on it for a year now, full 100/40, no dropouts, no congestion, no speed issues, no outages…I can stream 4k Netflix easy, have the missus on YouTube while I'm gaming with no interruption and download as much as I want all for $69.99. Plus I was setup in less than one business day. Feels like we've won the broadband lottery guys!”

FTTB watch 4k
WATCH 4K CONTENT

You need at least 25Mbps to watch 4K content on Netflix and YouTube. With our FTTB product, you can stream 4k on multiple devices without suffering the buffer!

FTTB for renter
PERFECT FOR RENTERS

Get FTTB on our no lock-in contract or enjoy free setup on an 18 month contract, both come with Wi-Fi modem included. Whether you are a renter or home owner, we've got you covered.

FTTB network owner
NETWORK OWNER

TPG owns and operates the end to end Fibre network infrastructure to deliver our FTTB service which means we have full control over your service quality.

FTTB wifi modem ac
MODEM INCLUDED

All our FTTB plans include a Wi-Fi router with AC Dual Band capability so that you can get great Wi-Fi speed and performance on all your devices.

FTTB phone service
PHONE SERVICE

A phone service is included in all our FTTB bundles. If you want to make calls, you can Pay as You Go or choose from national and international call options.

FTTB customers
JOIN OVER 2 MILLION CUSTOMERS

The TPG Telecom group is the second biggest fixed line broadband provider in Australia.

2016
INTRODUCED IN AU
98
%
Satisfied Customers
45000
+
LIVE CUSTOMERS
2
MIL +
TPG Group Customers

Important things you need to know

Equipment

Wireless 4 Port Fibre Modem Router
  • Wireless AC Dual Band
  • Four Gigabit LAN Ports For Multiple Wired Connections
  • Advanced wireless security
  • VoIP capable

Wireless 4 Port Fibre Modem Router

 
 

Makes and models of modems supplied are subject to availability

Equipment delivery is optional - A $10 fee applies.


Where you purchase equipment from TPG as a consumer within the meaning of the Competition and Consumer Act, 2010, that Act creates certain warranties which will apply in respect of the equipment.

Call Rates

TPG Voice Service Call Rates

Service Call Rates
Local Calls 25¢
per call
National Calls 25¢ per minute^
(plus 39¢ call connection)
National Cap Capped at $2 up to 20 minutes per call
per minute National Call rates thereafter^
Mobile Calls 39¢ per minute^
(plus 39¢ call connection)
Mobile Cap Capped at $2.48 up to 20 minutes per call
per minute Mobile Call rates thereafter^
International Calls Check International Call Rates (39¢ call connection applies)
Call connection not charged for the first 100 minutes (L Bundle) each month and for all calls to specific International destinations (XL Bundle)
13/1300 Calls 30¢
per call
18/1800 Calls Free
19/1900 Calls Not supported
Directory Assistance - 1223 $1.10
per call
TPG 13 14 23 Free

TPG defines a Local Call to be a call made to a number in the same Standard Zone Unit or an adjacent Standard Zone Unit.

^ Charged per 30 second block or part thereof

Services & Features

TPG's range of services and features help you make the most out of your TPG Voice Service.
Call Features & Services Description Rate
Call Barring Allows you to restrict certain call types that can be dialed from your TPG Voice Service more Free
Number Display / Number Block Select whether you would like your caller identity blocked or displayed when calling other parties more Free
Call Waiting Notifies you of an incoming call on your TPG Voice Service while you are already on a call. You can place your call on hold to answer the incoming call more Free
Call Forwarding Allows you to divert calls from your TPG Voice Service number to a different number more Standard call rates apply to forwarded calls.
Caller ID Allows you to see the phone number of the person calling you on your TPG Voice Service (Only applicable on phones that supports Caller ID) more $0

Call Barring

Call Barring allows you to restrict certain call types that can be dialed from your TPG Voice Service. You can choose to bar the following call types through the TPG Voice Service Control Panel Tool within Your Account::
  • Outgoing national long distance calls (STD)
  • Outgoing calls to mobile phones
  • Outgoing international calls
Please note Call Forwarding features will not work if you have barred outgoing national long distance calls.
Pricing
This feature is free to customers on FTTB Bundle Plans.
Activating This Service
This feature is ready to use and doesn't require activation. Log into Your Account to configure Call Barring through the TPG Voice Service Control Panel Tool: nbn-callbarring

Number Display/ Number Block

With Number Display/Number Block, you can select whether you would like your phone number displayed or blocked when calling other parties.
Pricing
This feature is free to customers on FTTB Bundle Plans.
Activating This Service
This feature is ready to use and doesn't require activation. Log into Your Account to configure Number Display/Number Block through the TPG Voice Service Control Panel Tool: nbn-number-display

Call Waiting

Call Waiting notifies you if someone is calling on your TPG Voice Service while you are already on a call. You can place the first call on hold to answer the second incoming call, and switch back again. To use this feature your phone will need to have either the 'recall' or 'flash' button.
Pricing
This feature is free to customers on FTTB Bundle Plans.
Activating This Service
This feature is ready to use and doesn't require activation.
Using This Service
If you hear a beep while on a call, you simply press the 'Recall' or 'Flash' button to switch to the second call. Once finished you simply press 'Recall' or 'Flash' button again to return to the original call.

Call Forwarding

Call Forwarding allows you to divert calls from your TPG Voice Service number to a different number.
You have the options to forward the following call types:
  • All incoming calls
  • If no reply
Please note 'Divert if no reply' will not work if you have chosen to divert all incoming calls. Call forwarding to international numbers is not supported.
Pricing
Standard call rates apply to forwarded calls. Call forwarding for Bundles and Add-ons explained.
Activating This Service
This feature is ready to use and doesn't require activation. Log into Your Account to set up Call Forwarding through the TPG Voice Service Control Panel Tool: nbn-callforwarding

Caller ID

Caller ID allows you to see the phone number of the person calling you on your TPG Voice Service. This feature is only applicable on the phones that supports Caller ID. Please note not every number will show up, unlisted numbers, numbers blocked by the caller, international calls or calls from some areas within Australia will appear as PRIVATE or UNAVAILABLE.
Pricing
This feature is free to customers on FTTB Bundle Plans.
Activating This Service
This feature is ready to use and doesn't require activation.

TPG Home Phone Call Rate Calculator

Important Things you need to know

About your FTTB Home Bundle

Availability:

Only available in selected buildings. Please check availability in your area. Further availability checks will be conducted upon registration.

Minimum Charge for FTTB Bundle calculated as:

(contract term x $(FTTB Bundle Monthly Charge) + setup + $20 Prepayment + $10 Equipment Delivery Fee). Early termination fees apply.

#FTTB Speeds:

Actual throughput speeds may be slower and could vary due to various factors including interference, customer cabling and equipment, download source, and quality and distance of in-building copper. The S Bundle has an upload connection speed of up to 1Mbps. The M, L and XL Bundles have an upload connection speed of up to 20Mbps.

CSG:

Above monthly charge and setup pricing is based on customers agreeing to waive the Customer Service Guarantee (CSG). For more information please contact TPG Sales on 13 14 23.

Network Boundary Point & Installation

Network Boundary Point & Installation Notes:

TPG will supply every customer with a Wi-Fi Modem to get connected with TPG’s FTTB service. Depending on your building, TPG may also supply a Network Termination Unit (NTU). Customers are required to pay a $10 standard delivery fee or they can collect the necessary equipment from TPG’s head office in North Ryde NSW.

Prior to the installation appointment, TPG’s customer is expected to:

  • Open the shipping contents sent.
  • Follow the TPG welcome pack with detailed plug-in instructions for the NTU (if applicable) and Wi-Fi Modem.

On the date of the installation, a TPG technician will arrive at the Main Distribution Frame in the customer’s building and connect the copper pair cable from the customer’s side (MDF “B”) to FTTB equipment (MDF “A”). TPG’s technician will make sure the supplied equipment between customer’s premises and FTTB head end equipment is connected correctly before the service can be marked as active. TPG’s responsibility and demarcation point is the Main Distribution Frame (MDF). TPG is not responsible for the in-building cabling.

Once the FTTB service has been activated, if you currently have any existing services like phone or internet at your premises, you will need to contact your current provider to have these services cancelled to ensure you do not receive any further bills. TPG recommends you check with your current phone and/or internet service provider regarding contractual commitments and termination/disconnection fees associated with your current services. TPG is not responsible for these charges. If you are also porting your existing phone number to TPG, do not cancel your phone service until the number has been ported.

TPG Voice Service

TPG Voice Service Special Note:
  • TPG Voice Service is delivered using voice over Internet Protocol (VoIP).
  • The Voice Service supports fax to national numbers in the Telstra, Optus, AAPT and Primus PSTN network. Fax to international numbers is not reliable and VoIP based fax is not supported. This plan does not support the Priority Assistance Scheme.
  • The Voice Service does not support old dial up technology devices with built in modems such as EFTPOS, Back to Base Alarms and Foxtel Program purchase. These devices have been replaced by Internet Protocol (IP) enabled devices and many TPG customers are able to use EFTPOS, Back to Base alarms and Foxtel Program purchase through the internet provided that their devices are IP enabled. For further details on IP enabled devices contact your device supplier. TPG Voice Service also does not support analogue modems, Priority Assistance Scheme, calls to 19/1900, 0500 numbers and Universal International Freephone Numbers (UIFN).
  • The Voice Service requires a broadband connection and power to the Wi-Fi modem router supplied by TPG. If there is a broadband connection outage in your premises due to power or other faults, the Voice Service will not work and you cannot make phone calls including "000" emergency calls.
  • Once an FTTB Bundle plan is purchased, you cannot cancel either component (FTTB or Voice Service). Cancellation will cease both services. You cannot purchase either TPG FTTB or Voice Service as a standalone service.
  • Your FTTB Bundle application takes approximately 10 working days however in some cases can take up to 20 working days.
TPG Voice Service Number:

At registration time, you can choose to port your existing number to TPG or have TPG supply a Direct Inward Dial Number (DID) for use with the Voice service. This number will be allocated to you based on the address which you provide us at the time of registration.

TPG will make use of your number as a reference point to charge for local calls. TPG will use its best endeavours to supply the Integrated Public Number Database (IPND) with your address details for the purpose of emergency services (000) calling.

Included Calls (FTTB S Bundle):

Charges for calls are not included in the FTTB S Bundle and will be charged listed TPG rates on a 'pay as you go' basis and deducted from your Prepayment. Calls to 19/1900 numbers are not supported.

Included Calls (FTTB M Bundle):

Charges for calls are not included in the FTTB M Bundle and will be charged listed TPG rates on a 'pay as you go' basis and deducted from your Prepayment. Calls to 19/1900 numbers are not supported.

Included Calls (FTTB L Bundle):

FTTB L Bundle allows you to make unlimited Local Calls (excluding 13/1300 numbers), unlimited Standard National Calls to Landlines and unlimited calls to Standard Australian Mobiles. Calls to 19/1900 numbers are not supported. The 100 International Minutes per month included in bundle can be used to call International Landline and Mobile destinations (excluding calls to satellite phones) listed on our International Call Rates page. Standard per minute rates listed on our International Call Rates page apply after the first 100 minutes of International Calls and for calls to satellite phones. Unused included minutes for international calls expire at the end of each month. Charges for calls made that are not included in the bundle (e.g. calls to 13/1300 and Directory Services) will be charged at listed TPG rates by deducting usage charges from your Prepayment.

Included Calls (FTTB XL Bundle):

FTTB XL Bundle allows you to make unlimited calls to Landline and Mobile numbers in 15 countries (Canada, China, France, Germany, Greece, Hong Kong, India, Korea (South), Malaysia, New Zealand, Singapore, Taiwan, Thailand, United Kingdom, United States), unlimited Local Calls (excluding 13/1300 numbers), unlimited Standard National Calls to Landlines and unlimited calls to Standard Australian Mobiles. Calls to 19/1900 numbers are not supported. Standard per minute rates listed on our International Call Rates page apply for International Calls to other countries and calls to satellite phones. Charges for calls made that are not included in the bundle (e.g. calls to 13/1300 numbers, Directory Services and satellite phones) will be charged at listed TPG rates by deducting usage charges from your Prepayment.

Prepayment:

All TPG services are prepaid. You must pay the monthly recurring charges in advance. In addition, you must make a prepayment for usage that is not within the included value (if any) for the plan that you have acquired. Your initial prepayment will be $20. After registration, you may nominate how much you wish to prepay but the minimum prepayment is $20. The prepayment will be debited from your nominated bank account or credit card. By acquiring and continuing to use the service, you agree to an automatic top up of your prepayment. The top up will occur when the amount of prepayment falls to below $10.When that happens, TPG will debit a sufficient amount from your bank account/credit card to restore your nominated prepayment amount. If your usage is high, this can occur more than once per month. You authorise TPG to make such debits to your account/credit card. If you do not exceed the Included Value and do not incur any charges that are excluded from your plan, there will be no automatic top-ups. We will send you messages about your usage and the debits during the month. Your service will become inactive if our attempts to debit credit card/bank account to top up your prepayment are unsuccessful. 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.

Number Porting:

You can port (transfer) your phone number from Telstra, Optus, AAPT, Primus or Powertel to TPG. We may not be able to port your number in all circumstances, including where you fail to provide correct account details, or as a result of contractual obligations with your existing provider. If you are porting your number to TPG, inbound calling to your number will not commence until porting is complete which will take a further 1 to 5 business days.

More Information

Payment:

Monthly access charges are payable monthly in advance. Payment options are Direct Debit or Credit Card.

IP Address:

All plans come with Dynamic IP address.

^Free IPTV:

TPG's free IPTV service is not supported on TPG FTTB Bundle plans.

Wi-Fi Modem Included:

A 4 Port Wi-Fi Modem Router is included in FTTB Bundle plans. $10 Delivery fee applies if equipment is not collected from TPG's Head Office.

More Information:

FTTB Additional Pricing

FTTB Features
  • Super fast Internet speeds#.
  • Unlimited download and upload - suitable for high volume sending and receiving of emails, downloading data, transferring large files including graphic rich content, high quality video & audio and applications.
  • 20 email accounts and 30MB web space.
TPG Voice Features
  • Great quality Audio.
  • Choose to port your existing number or have TPG supply a new number.
  • Cheap Local, National and International Calls. Click here to view call rates.
  • Get enhanced features such as Call Barring, Number Display, Call Line Identification and Call Waiting at no extra charge.

Extra Pricing Info

Moving Home Fees

Current Plan New Plan Inside Contract Outside Contract
FTTB Bundle FTTB Bundle Fee: $0
Current contract continues
Fee: $0
No contract restart
FTTB Bundle ADSL2+ Home Bundle Fee: $99.95
Current contract continues
Fee: $99.95
No contract restart
FTTB Bundle NBN Broadband with Home Phone Fee: $99.95
+
Cancellation Fee: $99

No Lock-In Contract
Fee: $0
18 month contract restart
Fee: $99.95


No Lock-In Contract
Fee: $0
18 month contract restart
FTTB Bundle ADSL2+, Broadband Off-Net Fee: $59.95
Current contract continues
but with minimum of 6 months
Fee: $59.95
6 month contract restart
FTTB Bundle Naked ADSL2+ Fee: $129.95
Current contract continues
but with minimum of 6 months
Fee: $129.95
6 month contract restart

Change of Plan Fees (Same Location)

Change of Plan Fees
FTTB Bundle - Upgrade Fee: $0
FTTB Bundle - Downgrade Fee: $0
FTTB Bundle to NBN Bundle, ADSL2+ with Home Phone Bundle,
ADSL2+, Naked ADSL2+, Broadband Off-Net
Not Available

Cancellation

  Inside Contract Outside Contract / No Lock-in Contract
Cancellation of FTTB Bundle Contract payout fee up to $350^ $0 cancellation fee
Customers must provide 30 days notice

^ The early termination charge is 50% of the monthly charges that would have been paid between the date of cancellation and the end of the contract period, up to a maximum of $350.

Fee for Changed or Missed Installation Appointment - FTTB

Fee $109

The above fee applies if you give TPG less than 3 working days notice of any change in installation appointment prior to the scheduled appointment communicated by TPG to you.

Frequently Asked Questions

Service

  1. What is the FTTB service?

    Fibre to the Building (FTTB) is a high speed broadband service that is delivered using fibre optic and other network equipment that has been installed in the basement of multi-dwelling buildings. TPG makes use of existing copper wires within the building to enable communication between the customer premises and TPG’s equipment.

  2. When is the FTTB service coming to my building?

    TPG FTTB service is only available in selected buildings, click here to check if the service is available in your area and to register your interest.

  3. How is FTTB service's reliability compared to ADSL broadband?

    TPG FTTB is a more reliable service. In this service fibre optic cables are connected to the network boundary point (which is the MDF) of the customer's building.

  4. Are the speeds provided by the FTTB service guaranteed?

    Actual throughput speeds may be slower and could vary due to various factors including customer cabling and equipment, download source, and quality and distance of in-building copper. Devices connected by Wi-Fi may experience slower speeds than those connected by Ethernet cable.

  5. What does Premises mean?

    "Premises" means the location where you intend to use the service.

  6. What Spend Management Tools does TPG offer?

    For TPG Voice services, you can monitor your actual usage (in near real time), bar outbound calls of various types, 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.

  7. 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.

Availability & Ordering

  1. Can I get TPG FTTB Bundle?

    TPG FTTB Bundle is only available:

    • In selected FTTB enabled buildings. Check for service availability at your home here.
    • If you are an existing TPG Internet customer and interested in the FTTB service, please call our Customer Service on 13 14 23
  2. Will TPG supply me with a router to work with the FTTB Bundle?

    Yes, TPG FTTB plans include an FTTB ready 4 ports Wi-Fi router, a $10 delivery fee applies.

  3. How long will the installation of my FTTB service take?

    Your FTTB application takes approximately 10 working days however in some cases can take up to 20 working days.

  4. Is a technician appointment required to install the FTTB service? Will TPG notify me of the installation date during the application process?

    Yes. An onsite technician appointment will be required to install the TPG FTTB service. You will be sent an email notification confirming the installation date and timeframe. You, or an authorised representative (someone over 18), need to be at the premises for the whole appointment

  5. What can I expect when the TPG technician visit's my premises to complete the connection?

    On the date of the installation, a TPG technician will arrive at the Main Distribution Frame in the customer's building and connect the copper pair cable from the customer's side (MDF "B") to FTTB equipment (MDF "A"). TPG's technician will make sure equipment between customer's premises and FTTB head end equipment is connected correctly before the service can be marked as active. TPG's responsibility and demarcation point is the Main Distribution Frame (MDF). TPG is not responsible for the in-building cabling.

  6. Will my TPG Voice service work when there is a power failure?

    TPG Voice service requires a broadband connection and power to both the Wi-Fi modem router and the Network Termination Unit (if applicable) supplied by TPG. If there is a broadband connection outage in your premises due to power or other faults, the TPG Voice service will not work and you cannot make phone calls including "000" emergency calls.

  7. What is the Network Boundary Point for TPG FTTB service?

    TPG will supply every customer with a Wi-Fi Modem to get connected with TPG's FTTB service. Depending on your building, TPG may also supply a Network Termination Unit (NTU). Customers are required to pay a $10 standard delivery fee or they can collect the necessary equipment from TPG’s head office in North Ryde NSW.

    Prior to the installation appointment, TPG's customer is expected to:
    • Open the shipping contents sent.
    • Follow the TPG welcome pack with detailed plug-in instructions for the NTU (if applicable) and Wi-Fi Modem.

On the date of the installation, a TPG technician will arrive at the Main Distribution Frame in the customer's building and connect the copper pair cable from the customer's side (MDF "B") to TPG's equipment (MDF "A"). TPG's technician will make sure the supplied equipment between customer's premises and TPG's head end equipment is connected correctly before the service can be marked as active. TPG's responsibility and demarcation point is the Main Distribution Frame (MDF). TPG is not responsible for the in-building cabling.

Click here to view a detailed diagram.

Phone Number & Porting

  1. I have an active phone service. Can I transfer my existing phone number across?

    You can port (transfer) your phone number from Telstra, Optus, AAPT, Primus or Powertel to TPG. We may not be able to port your number in all circumstances, including where you fail to provide correct account details, or as a result of contractual obligations with your existing provider. If you are porting your number to TPG inbound calling to your number will not commence until porting is complete which will take a further 1 to 5 business days.

  2. What is a DID number?

    DID stands for Direct-In-Dial. If you choose or will be given a new phone number by TPG, TPG will assign a new DID phone number to you based on the address you will have installed the FTTB service. It is in a similar format to your existing telephone number ‹10 digit number›.

  3. Can I choose my DID phone number?

    No. If you have chosen to receive or will be receiving a new number from TPG, your phone number will automatically be assigned to you based on the address provided for the installation.

  4. Will TPG deliver the FTTB service to an existing phone wall socket in my premises?

    Yes.

  5. Can I use my existing telephone handset and phone wall socket for the TPG Voice service?

    You can use your current telephone handset, however it will have to be plugged into the VoIP port on the supplied Wi-Fi Modem Router using a standard telephone cable.

  6. To be able to port my number, what information do I need to provide?

    You will need to provide your current Account Number provided by your current phone provider. This can be found on any bill you receive from your phone provider for your phone service. Providing an incorrect Account Number may result in delays with the porting process and lengthen the period in which you will not be able to receive any incoming phone calls.

  7. Can I keep the phone number assigned by TPG when I no longer want to have the TPG Voice service with TPG?

    You need to check with the new or gaining provider if they are able to port from TPG.

  8. While my phone number is being ported to TPG, can I still make outgoing calls?

    Yes, as soon as TPG FTTB Bundle service has been installed, you will be able to make outgoing calls from your TPG Voice service. TPG will charge you for any call usage. However, inbound calling to your number will not commence on the TPG Voice service until porting is completed which will take an additional 1 to 5 business days after your TPG FTTB service is installed.

  9. What is TPG Voice service and how reliable is this service?

    TPG Voice is delivered using Voice over Internet Protocol (VoIP). It works similar to a standard home phone. It is delivered via TPG's own network so you can expect a high quality of service and enjoy great call rates and super fast FTTB broadband on a single connection.

  10. Once the TPG Voice service is installed, are there any services that will not work on my line?

    TPG Voice does not support old dial up technology devices with built in modems such as EFTPOS, Back to Base Alarms and Foxtel Program purchase. These devices have been replaced by Internet Protocol (IP) enabled devices and many TPG customers are able to use EFTPOS, Back to Base alarms and Foxtel Program purchase through the internet provided that their devices are IP enabled. For further details on IP enabled devices contact your device supplier. TPG Voice Service also does not support analogue modems, Priority Assistance Scheme, calls to 19/1900, 0500 numbers and Universal International Freephone Numbers (UIFN).

  11. Can I watch Foxtel if I have TPG FTTB Service?

    Yes, watching regular Foxtel programs is not affected by TPG FTTB service. Regular Foxtel programs use an entirely separate connection from your FTTB or TPG Voice connection.

  12. Does Foxtel on Demand or program purchase work with TPG FTTB service?

    If you have the latest Foxtel set top box, you can purchase and download programs using the Ethernet connection in the set top box to connect via TPG FTTB. This is even better if you have TPG Unlimited FTTB plan as you do not have to worry about your Broadband monthly usage quota when you download Foxtel on Demand programs.

  13. Once I register for FTTB Bundle, can I cancel the FTTB or TPG Voice component?

    No, FTTB or TPG Voice cannot be cancelled separately. Since FTTB is a bundle plan, cancellation will cease both services.

  14. Can I have TPG's Voice Service only (without FTTB)?

    No, TPG Voice Service can only be ordered as a bundle with FTTB.

  15. Do I need to call my current provider to cancel my existing home phone service or Internet?

    Once the FTTB service has been activated, if you currently have any existing services like phone or internet at your premises, you will need to contact your current provider to have these services cancelled to ensure you do not receive any further bills. TPG recommends you check with your current phone and/or internet service provider regarding contractual commitments and termination/disconnection fees associated with your current services. TPG is not responsible for these charges. If you are also porting your existing phone number to TPG, do not cancel your phone service until the number has been ported.

Usage and Charges

  1. How am I charged for TPG FTTB Bundle plans?

    Monthly access charges are billed monthly in advance.

    Prepayment:
    All TPG services are prepaid. You must pay the monthly recurring charges in advance. In addition, you must make a prepayment for usage that is not within the included value (if any) for the plan that you have acquired. Your initial prepayment will be $20. After registration, you may nominate how much you wish to prepay but the minimum prepayment is $20. The prepayment will be debited from your nominated bank account or credit card. By acquiring and continuing to use the service, you agree to an automatic top up of your prepayment. The top up will occur when the amount of prepayment falls to below $10. When that happens, TPG will debit a sufficient amount from your bank account/credit card to restore your nominated prepayment amount. If your usage is high, this can occur more than once per month. You authorise TPG to make such debits to your account/credit card. If you do not exceed the Included Value and do not incur any charges that are excluded from your plan, there will be no automatic top-ups. We will send you messages about your usage and the debits during the month. Your service will become inactive if our attempts to debit credit card/bank account to top up your prepayment are unsuccessful. 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.

  2. Can I receive Reverse Charge Calls/Collect Calls using TPG's Voice service?

    No, TPG Voice does not support the receiving of Reverse Charge Calls/Collect Calls.

  3. Can I view my TPG Voice call usage online?

    Yes. You can view your outgoing call usage online by logging into 'My Account' at www.tpg.com.au/myaccount.

  4. Can I use TPG Voice for local calls only and choose another provider for other calls (national long distance, international, calls to mobiles)?

    No. TPG Voice is a full service including line rental, local, national, international and mobile calls. Customers must not preselect to another carrier or use the TPG Voice service to make override calls on a third party network.

  5. Will I receive paper bill?

    No. You can view the current and previous bills online by logging into the My Account section on the TPG website. It's simple and secure. Select 'Your Account Statement' under 'Account Management'.

  6. How much does it cost to make calls?

    For a complete list of call rates click here.

  7. Can I call emergency numbers with my TPG Voice Service?

    Yes, with TPG Voice Service you are able to call 000. It is important to know that TPG Voice service requires a broadband connection and power to both the Wi-Fi modem router and the Network Termination Unit (if applicable) supplied by TPG. If there is a broadband connection outage in your premises due to power or other faults, the TPG Voice service will not work and you cannot make phone calls including "000" emergency calls.

  8. How do the mobile and national call caps work?

    Take advantage of some fantastic savings with our National Cap and National Mobile Cap.

    National Call Cap: Charges are capped at $2 for up to the first 20 minutes per call. Per minute national call charges apply thereafter (charged per 30 seconds)

    National Mobile Call Cap: Charges are capped at $2.48 for up to the first 20 minutes per call. Per minute national mobile call charges apply thereafter (charged per 30 seconds)

    For example, if you make a mobile call that lasts 40 minutes, charges are:
    First 20 minutes ($0.39 x 20 minutes + $0.39 call connect) = $8.19 however TPG will only charge you $2.48
    Next 20 minutes ($0.39 x 20 minutes) = $7.80
    Total charge: $10.28

    If you make a national call that lasts 7 minutes, charges are:
    ($0.25 x 7 minutes + $0.39 call connect) = $2.14 however TPG will only charge you $2.

Optional Services & Features

  1. Can I keep all the same specific services and features when I change my phone company to TPG?

    TPG Voice Service offers a range of free standard features e.g. call barring, call waiting, call forwarding. However there may be some specific services on your existing line that are incompatible with TPG Voice.

    Click here to view the call features and service we offer.

  2. How do I activate the standard features like call barring and call waiting?

    Call Waiting feature is ready to use and do not require activation. All other standard features like call barring can be configured through the 'FTTB Phone Service Control Panel' in Your Account.

    Please follow the steps below:

    1. Log into 'My Account' via the TPG home page www.tpg.com.au/account
    2. Click on 'View FTTB Phone Service'

    3. Click 'FTTB Phone Service Control Panel'

  3. Can I forward/divert calls to international numbers?

    No, call forwarding to international numbers is not supported.

  4. How is the Call Forwarding feature charged?

    Standard call rates apply to forwarded calls. If you have FTTB L or XL Bundle, you can make unlimited call forwarding to Local numbers (excluding 13/1300 numbers), Standard National numbers and Australian Mobiles.

  5. Will my phone number be listed in the directory when I port my number across from my current phone provider to TPG?

    Your directory listing (if any) from your previous provider may or may not be carried across to TPG. TPG will not list your number by default, however customers may choose to list the number in the directory by logging into Your Account section after their account with TPG is active.

  6. How do I list my TPG Voice number in the directory?

    Please follow the instructions below to register your existing TPG phone number in the Directory Listing:

    1. Log into 'My Account' via the TPG home page www.tpg.com.au/account
    2. Click on 'View FTTB Phone Service'

    3. Click 'FTTB Phone Service Control Panel'

    4. Under 'Directory Listing', ensure that 'listed' is selected
    5. Click 'Update' at the bottom of the page

Availability for Existing Customers

  1. I am an existing TPG ADSL2+ with Home Phone Bundle customer; can I get FTTB Bundle?

    Please call our Customer Service on 13 14 23 to discuss your options.

  2. I am an existing TPG FTTB Bundle customer, what should I be aware of during relocation?

    We can provide TPG FTTB Bundle plans to your new location if TPG FTTB service is already available in that building. However you will be required to select a new TPG username for the FTTB service at your new location. A new phone number will also need to be allocated.

Plan Change & Relocation

  1. I am an existing TPG FTTB Bundle customer, what should I be aware of during relocation?

    We can provide TPG FTTB Bundle plans to your new location if TPG FTTB service is already available in that building. However you will be required to select a new TPG username for the FTTB service at your new location. A new phone number will also need to be allocated.

  2. How much does a relocation cost?

    Please refer to our FTTB Additional Pricing.

  3. Can I change my FTTB Bundle plan?

    Yes. For more information please refer to our FTTB Additional Pricing.

  4. I am an existing TPG ADSL2+ customer. Can I switch to TPG FTTB Bundle plans?

    Please call our Customer Service on 13 14 23 to discuss your options.

  5. I am currently subscribed to FTTB Bundle plans. What if I am relocating to a location where TPG does not offer FTTB service?

    We may be able to offer other products that are available in your new location. Standard FTTB relocation fee applies. For more information please visit FTTB Additional Pricing.

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