nbn® FAQ

How to get nbn®

How do I get connected to the nbn®?

Check your address on our website. If nbn is available, you can sign up online or call us on 1300 720 016.

Already with TPG? You can check if nbn is available in My Account - just hit Change your Plan under Internet Account Management and confirm your address.

I already have nbn®. How do I switch to TPG nbn®?

Easy - just sign up online or call us on 1300 720 016. Most nbn service transfers can be done in 2 business days.

Important: After switching, contact your old nbn provider to make sure your old services are cancelled so you won't keep getting billed for them.

Can I keep my existing phone number to use on the nbn®?

In most cases, you can keep your existing phone number to use with an nbn Phone service. We'll check this when you sign up online or call us on 1300 720 016.

nbn® Fees and Plans

What is the New Development Fee?

From 1 April 2016, the $300 New Development Fee (NDF) is charged by nbn® for all nbn connections that:

• Are the first connection(s) at a premises in a newly developed area with no pre-existing telecommunications infrastructure; or
• Are 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.

An NDF is a one-off charge. It won't be charged again for subsequent connections at the same address, as long the number of dwellings hasn't increased.

If an NDF applies to your order, you'll see it in your order summary or be told about it by our sales rep. The charge is also listed in any Critical Information Summary for nbn plans sold after 1 April 2016, and on our Additional Pricing page.

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

You can switch between our current nbn plans at any time. See Changing your internet plan in My Account.

nbn® Installation and Hardware

How long does it take to get connected to nbn®?

Most nbn connections are done within 2-20 business days. Connection times are usually on the longer side if an nbn installer needs to come to your place and install nbn equipment.

If you do need an installation, we'll book the earliest available appointment by default - or you can choose a later date if it's more convenient.

What type of nbn® equipment do I need?

This depends on the type of nbn you're getting. Check out Connecting to the nbn for all the details.

What type of wall sockets will I need for nbn®?

nbn FTTB/FTTN and nbn FTTC will use the same RJ11 socket that you previously used for ADSL interent and landline phone services.

nbn HFC uses a Coaxial Cable socket. If you don't have the right type of cable socket at your place, an nbn installer can come install one. This can usually by done by upgrading an existng wall socket.

nbn FTTP and nbn Wireless connections don't have a wall socket - your modem will plug into an nbn Connection Box.

Can I use smart wiring with the nbn®?

Smart wiring is internal Ethernet cabling at your house. It means you have Ethernet wall sockets to connect devices to your nbn modem without running Ethernet cables along the floor or under doors. It's a good investment for heavy internet uses, or larger homes that don't get enough coverage from a standard Wi-Fi signal.

You can use smart wiring with the nbn, but it won't be included with your nbn installation. You'll need to hire a registered cabler to have smart wiring installed.

Will my modem work with TPG nbn®?

Most modems will work on TPG nbn, but there are some exceptions. Check out nbn BYO modem requirements for more.

If you need an nbn modem, you can get one from us when your order TPG nbn.

More about the nbn®

How fast is nbn®?

For everything you need to know, see nbn Speeds Explained.

Will my medical alarm, security alarm, EFTPOS machine or fax machine work on the nbn®?

Many devices that work over phone lines can work on the nbn, but you need to contact your service provider to make sure before you switch to nbn. You may need to get a different type of product that will work on nbn.

Note: TPG does not offer a Priority Assistance service. If you have Priority Assistance or believe you may be eligible, please consider this before ordering TPG nbn.