What to expect during a technician visit

A technician will need to visit your place if they need to install equipment, connect wiring, or investigate a fault for your internet service. Here's everything you need to know about installation appointments.

All appointments have a 4-hour window, e.g. 8AM to 12PM.

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What kind of work may be done during an installation

  • Installing new equipment inside or outside your home, such as a nbn connection box or phone sockets.
  • Installing of new wiring to connect your home to the network.
  • Testing equipment to make sure it works.
  • Plugging in your modem (in some cases, you may need to do this yourself).

What kind of work may be done during a fault investigation

  • Testing equipment inside or outside your home to make sure it works.
  • Testing wiring that connects your home to the network.
  • Testing or adjusting your modem settings.
  • Replacing any faulty equipment or wiring.

What happens during a typical appointment

  • When the technician arrives, they'll ask where your modem is and where any phone or cable sockets are in your property.
  • After work is complete, they'll let you know and tell you if there were any issues or if there are any next steps.
  • Most technician visits don't have a fee. In rare cases, you may be quoted extra charges to repair a faulty cable socket or replace a modem. If you accept any extra charges, they'll be billed to your TPG account. Technicians will never accept cash.

How you can help your appointment go smoothly

  • When we confirm your appointment, we'll let you know if someone aged 18+ needs to be home. If someone else will be home in your place, let us know their name and phone number so we can contact them.

  • Before your appointment, make sure your modem and any phone sockets or HFC cable sockets can be reached.

  • If you live in an apartment or block of units, contact strata to make sure the Main Distribution Frame (MDF) will be unlocked during your appointment.

  • Keep your modem plugged in and turned on duirng your appointment.

  • Let the technician know if you have a back-to-base alarm system, Medical Alert equipment or another internet connection on the property.

  • Make sure the technician knows about any safety hazards on your property like asbestos, trip hazards, or recent pest treatments. Keep any animals away from the space where the technician will be working.

How to reschedule an nbn® appointment

If you can't be home for your appointment, you can reschedule for a later date.

  1. Visit https://tpg.com.au/install and enter your TPG username.

    Don't know your username? Check the email/SMS from us about your TPG order.

  2. Hit Reschedule Appointment.

  3. Enter the postcode for your billing address.

  4. Choose your new appointment, then hit Reschedule Appointment to confirm.

    We'll also send you an email/SMS with your new appointment details.

How to reschedule a TPG Fibre appointment

If you can't be home for your appointment, you can reschedule for a later date with at least 4 working days' notice.

  1. Visit https://tpg.com.au/install and enter your TPG username.

    Don't know your username? Check the email/SMS from us about your TPG order.

  2. Hit Reschedule Appointment.

  3. Fill out the form and choose your new appointment, then hit Submit.

  4. We'll contact you to reschedule your appointment within 24 hours.

    Note: Appointments are subject to availability from our wholesaler.

What should I do if the technician is a no show?

If your appointment window has passed and no one's showed up, please call us on 13 14 23 and we can help find out what's happened.

In some cases, the technician may have been able to do all the work outside your property. We'll send you an email/SMS when your internet service is ready to use.

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