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Before calling TPG, we recommend checking if there is an NBN network outage affecting your area.

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Scheduled network maintenance and upgrades

Here's what the status lights mean on your VX220-G2V Modem.

VX220-G2V Modem LEDs
Light State Meaning
Power Off No power.
Blue Your modem has power. 
DSL Off Your modem doesn't have a DSL connection. There may be an outage if your internet uses DSL.
Blue Your modem has a DSL connection. This light flashes during initial connection.
Internet Off Your modem is offline. There may be a problem with the modem settings or its username and password.
Blue Your modem is online.
2.4GHz & 5GHz Off 2.4GHz/5GHz Wi-Fi is turned off.
Blue 2.4GHz/5GHz Wi-Fi is turned on.
WPS Off Wi-Fi Protected Setup (WPS) isn't currently being used.
Blue This light flashes when a WiFi device is trying to connect via WPS, and will stay on for about 5 minutes after a successful connection.
WAN Off Nothing is plugged into the WAN port.
Blue A device is plugged into the WAN port.
LAN 1-4 Off Nothing is plugged into the LAN ports.
Blue At least one device is plugged into the LAN ports.
Phone Off You don't have a TPG Voice (VoIP) phone service.
Blue Your TPG Voice (VoIP) phone is online.
USB Off Nothing is plugged into the USB port.
Blue A device is plugged into the USB port. This light flashes when a new USB device is connected, and when data is being transferred.

From time to time, TPG may contact you for marketing or servicing reasons. TPG will never call you and ask for your passcode or password.

As part of our security measures to help keep your data and account information safe, TPG uses Multi-Factor Authentication (MFA) such as one-time passcodes to confirm your proof of identity. It’s best to make sure that your mobile number and other contact information is up to date in My Account.

Unless you are communicating with an agent in one of our designated departments, we will only ever contact you via these methods:

  •  We will only call you from selected phone numbers.
  •  SMS from a designated TPG portal that will appear as TPG or one of our selected phone numbers.
  •  Email with offers, notifications or your bill from a TPG email.

If we send you an email, we will never ask you to click on a link to fill out your security information such as your passcode, password, date of birth or your personally identifiable information such as your address or payment details. Be mindful of scammers using clickbait or phishing emails to obtain this information.

Select one of the links below to jump to a query:

What to do if you receive a suspicious call, text or email that appears to be from TPG

If you have received a call, text message or an email that claims to be from TPG but you suspect is not, or the caller is claiming to be from TPG but is asking you to provide security information or personally identifiable information, please report it to us.

Simply email customer_relations@tpg.com.au and include (where applicable):

  • a screenshot of the text message and the sender’s phone number;
  • the phone number that contacted you claiming to be from TPG and the date and time of the call;
  • a copy (or forward) of the alleged email.

 

Social Media

You can communicate with TPG through Social Media such as Twitter, Instagram and Facebook. To ensure you are protecting yourself, please stay vigilant when online and keep these tips in mind:

  • Never provide personal information in a public environment (including any Social Media platforms, or public review forums such as Apple Store, Google Play Store, Product Review or Trust Pilot).
  • TPG Social Media Teams will respond to customers who make contact with us via our social channels but will never proactively reach out to you. If you are contacted on Social Media by anyone claiming to be TPG, do not provide any information and contact our official Social Media messaging channels on Facebook or Twitter.
  • Don’t provide any personal information (including your passcode) in a message thread. We will only ever ask for this using our secure verification forms.

If you have suspicions about any communication via Social Media, please report it to us by emailing customer_relations@tpg.com.au.

 

Email & SMS

From time to time, you will receive SMS messages and emails from TPG.

Often these emails or SMS include links to support pages, payment tools or My Account.

  • Never open links in an SMS or email that isn’t from an official TPG number.
  • All links that assist customers in making payments will first require you to log into your official My Account portal.
  • If you receive an email or SMS with a one-time passcode that you did not request, ensure you do not provide the code to anyone.
  • We will only send a one-time passcode to validate your identity if you are contacting us. TPG will never contact customers and ask them to verify themselves by providing a one-time passcode.

 

Phone calls

You may receive a phone call from TPG, this may be for a promotion or in response to a call back request.

  • TPG will never call you from a private number.
  • TPG will never contact you and ask you to provide personal information unless you opt to complete a specific transaction with us that requires us to gather this information.
  • If you receive a call from someone from TPG and you are suspicious of the legitimacy, end the call and call us back on 13 14 23.

 

Live chat

While on our website, you may receive a pop up asking you to chat with us. Please be aware that:

  • When chatting, ensure you are using the official TPG website tpg.com.au
  • If you get a pop-up from someone claiming to be TPG inviting you to chat while you are not on the TPG website, please close the window and contact us on 13 14 23.

Here's what you need to know about Wi-Fi Calling, a feature that lets you make calls over Wi-Fi with a compatible phone.

This feature has been progressively rolled out to boost your indor mobile coverage.

    Select one of the links below to jump to a query:

    • What you need for Wi-Fi Calling
    • How to turn on Wi-Fi Calling on a Samsung phone
    • How to turn on Wi-Fi Calling on an iPhone
    • Devices compatible with Wi-Fi Calling
    • How to use Wi-Fi Calling
      • Where can I make Wi-Fi Calls from?
      • I'm in an area with TPG Mobile coverage. Will I be able to make a Wi-Fi Call?
      • Is there any change to the way I make calls using Wi-Fi Calling?
      • Can I call emergency services with Wi-Fi Calling?
      • What happens to calls when I leave Wi-Fi coverage?
      • Can I use Wi-Fi Calling while International Roaming?
      • What internet speed is needed for Wi-Fi Calling to work?
      • Can I use Wi-Fi Calling on a VPN?
      • Additional information

        • What you need for Wi-Fi Calling

        To make calls over Wi-Fi, eligible TPG Mobile customers need:

        • To make sure your phone is running the latest software;

        • 4G Voice & Data (VoLTE) turned on in your phone settings; and

        • Wi-Fi Calling turned on in your phone settings;

        • Wi-Fi turned on in your phone settings; and

        • To be connected to a Wi-Fi network.
          Note: Public Wi-Fi networks may not work with Wi-Fi Calling as they may have firewalls that restrict access to Wi-Fi Calling.

        When you’re on a Wi-Fi call, you'll see a Wi-Fi call icon next to the Wi-Fi signal bar on your phone screen.

        Not sure how to update your phone settings? We've got guides for iPhones and Samsung phones below. If you use a different phone, please check the manufacturer's website for a guide.

         

        How to turn on Wi-Fi Calling on a Samsung phone

        How to turn on Wi-Fi Calling on an iPhone

         

        Devices compatible with Wi-Fi Calling

        Alcatel

        • 1 2019 4G
        • 1B 2020 4G
        • 1V 2020 4G
        • 3L 2020 4G
        • 1S 2021 4G

        Apple

        • iPhone 11/iPhone 11 Pro/iPhone 11 Pro Max
        • iPhone 12/iPhone 12 mini/iPhone 12 Pro/iPhone 12 Pro Max
        • iPhone 13/iPhone 13 mini/iPhone 13 Pro/iPhone 13 Pro Max
        • iPhone 14/iPhone 14 Plus/iPhone 14 Pro/iPhone 14 Pro Max
        • iPhone 15/iPhone 15 Plus/iPhone 15 Pro/iPhone 15 Pro Max
        • iPhone 16/iPhone 16 Plus/iPhone 16 Pro/iPhone 16 Pro Max
        • iPhone 6/iPhone 6 Plus/iPhone 6s/iPhone 6s Plus
        • iPhone 7/iPhone 7 Plus
        • iPhone 8/iPhone 8 Plus
        • iPhone SE/iPhone SE 2020/iPhone SE 2022
        • iPhone X/iPhone XR/iPhone XS/iPhone XS Max     
        • Watch SE/Watch SE (2nd gen) (GPS + Cellular)
        • Watch Series 3/4/5/6/7/8/9 (GPS + Cellular)
        • Watch Ultra/Ultra 2 (GPS + Cellular)

        Google

        • Pixel 3/Pixel 3 XL/Pixel 3a
        • Pixel 4/Pixel 4 XL/Pixel 4a
        • Pixel 5    
        • Pixel 6/Pixel 6 Pro/Pixel 6a
        • Pixel 7/Pixel 7 Pro
        • Pixel 8/Pixel 8 Pro
        • Pixel 9/Pixel 9 Pro/Pixel 9 Pro XL/Pixel 9 Pro Fold

        HMD

        • Pulse+ 4G

        LG

        • K42 4G
        • Velvet 5G

        Motorola

        • Moto e7 4G/Moto e7 Power 4G
        • Moto e13 4G
        • Moto e14 4G
        • Moto e22i 4G
        • Moto edge20 fusion 5G
        • Moto edge30 5G/Moto edge30 pro 5G
        • Motorola edge 50 fusion
        • Moto g 5G Plus
        • Moto g8 4G
        • Moto g10 4G
        • Moto g14 4G
        • Moto g34 5G
        • Moto g50 5G
        • Moto g62 5G

        Nokia

        • 1 Plus 4G
        • 6 4G
        • C01 Plus 4G
        • C02 4G
        • G21 4G
        • XR20 5G

        OPPO

        • A16s 4G
        • A38 4G
        • A57 4G
        • A60 5G
        • A91 4G
        • AX5 4G
        • Find X2 Lite 5G
        • Find X5 5G/Find X5 Lite 5G/Find X5 Pro 5G
        • R15 Pro 4G
        • R17 Pro 4G
        • Reno Z 4G
        • Reno8 5G

        Samsung

        • Galaxy A05s 4G
        • Galaxy A11 4G
        • Galaxy A12 4G
        • Galaxy A13 4G/Galaxy A13 5G
        • Galaxy A14 4G/Galaxy A14 5G
        • Galaxy A20 4G
        • Galaxy A22 5G
        • Galaxy A30 4G
        • Galaxy A32 5G
        • Galaxy A33 5G
        • Galaxy A34 5G
        • Galaxy A35 5G
        • Galaxy A5 2017 4G
        • Galaxy A51 4G
        • Galaxy A52 5G/Galaxy A52s 5G
        • Galaxy A53 5G
        • Galaxy A55 5G
        • Galaxy A70 4G
        • Galaxy A71 5G
        • Galaxy A73 5G
        • Galaxy A8 4G
        • Galaxy Fold 4G
        • Galaxy Note10 4G/Galaxy Note10+ 4G
        • Galaxy Note20 4G/Galaxy Note20 5G/Galaxy Note20 Ultra 5G
        • Galaxy Note8 4G
        • Galaxy Note9 4G
        • Galaxy S10 4G/Galaxy S10+ 4G/Galaxy S10e 4G
        • Galaxy S20 4G/Galaxy S20 5G/Galaxy S20 FE 4G/Galaxy S20 FE 5G/Galaxy S20 Ultra 5G/Galaxy S20+ 4G/Galaxy S20+ 5G
        • Galaxy S21 5G/Galaxy S21 FE 5G/Galaxy S21 Ultra 5G/Galaxy S21+ 5G
        • Galaxy S22 5G/Galaxy S22 Ultra 5G/Galaxy S22+ 5G
        • Galaxy S23 5G/Galaxy S23 Ultra 5G/Galaxy S23+ 5G/Galaxy S23 FE 5G
        • Galaxy S24/Galaxy S24 Ultra/Galaxy S24+/Galaxy S24 FE 5G
        • Galaxy S25/Galaxy S25 Ultra/Galaxy S25+
        • Galaxy S8 4G/Galaxy S8+ 4G
        • Galaxy S9 4G/Galaxy S9+ 4G
        • Galaxy Tab A 8.0 2017 4G/Galaxy Tab A 10.1 4G/Galaxy Tab A 10.5 4G
        • Galaxy Tab A7 2020 10.4 4G
        • Galaxy Tab A8 10.5 4G
        • Galaxy Tab A9+ 5G
        • Galaxy Tab S4 4G
        • Galaxy Tab S5e 10.5 4G
        • Galaxy Tab S6 10.5 4G
        • Galaxy Tab S7 11.0 4G/Galaxy Tab S7+ 12.4 5G
        • Galaxy Tab S8 11.0 5G/Galaxy Tab S8+ 12.4 5G/Galaxy Tab S8 Ultra 14.6 5G
        • Galaxy Tab S9 11.0 5G/Galaxy Tab S9+ 12.4 5G/Galaxy Tab S9 Ultra 14.6 5G
        • Galaxy Tab S10+ 12.4 5G/Galaxy Tab S10 Ultra 14.6 5G
        • Galaxy Z Flip 4G/Galaxy Z Flip3 5G/Galaxy Z Flip4 5G/Galaxy Z Flip5 5G/Galaxy Z Flip6
        • Galaxy Z Fold2 5G/Galaxy Z Fold3 5G/Galaxy Z Fold4 5G/Galaxy Z Fold5 5G/Galaxy Z Fold6

        TCL

        • 20 Pro 5G/20 R 5G
        • 305 4G

        Vodafone

        • Vodafone Smart E9 4G
        • Vodafone Smart N10 4G
        • Vodafone V Lite 4G
        • Vodafone V Lite 2 4G
        • Vodafone V Pro 4G
        • Vodafone V Pro 2 4G
        • Vodafone V Smart 4G
        • Vodafone V Smart 2 4G

         

        How to use Wi-Fi Calling

        Where can I make Wi-Fi Calls from?

        As long as VoLTE & Wi-Fi Calling is turned on in your phone settings and your phone is connected to Wi-Fi, Wi-Fi Calling will be used automatically whenever your phone has limited TPG Mobile coverage.

        I'm in an area with TPG Mobile coverage. Will I be able to make a Wi-Fi Call?

        If TPG Mobile coverage is available, you'd need to turn on Airplane Mode and connect to Wi-Fi to force Wi-Fi Calling to be used instead.

        Is there any change to the way I make calls using Wi-Fi Calling?

        There's no change to the way you make calls over Wi-Fi Calling to another mobile phone.

        However, Wi-Fi Calls to a landline phone need you to enter the area code (e.g. "02 9000 1234" instead of just "9000 1234"), even if you're in the sate state or territory.

        Can I call emergency services with Wi-Fi Calling?

        No. Special numbers that connect based on location services like 000 emergency services or 1300/1800 numbers may not connect to the correct location over Wi-Fi Calling, or may not connect at all. We recommend turning off Wi-Fi Calling before calling 000 emergency services or 1300/1800 numbers.

        What happens to calls when I leave Wi-Fi coverage?

        If you leave Wi-Fi coverage during a Wi-Fi Call, the call will seamlessly transition to the TPG Mobile network, provided coverage is available. If TPG Mobile coverage is not available, then the call will be disconnected.

        Can I use Wi-Fi Calling while International Roaming?

        No, Wi-Fi Calling is not available outside Australia.

        What internet speed is needed for Wi-Fi Calling to work?

        Wi-Fi Calling only needs a speed of 100-120kbps. However, internet services with high latency (i.e. delays sending data from one point to another) such as Satellite broadband may reduce your call quality.

        Can I use Wi-Fi Calling on a VPN?

        Yes. Virtual Private Networks (VPNs) will work as long as they don’t have a firewall that restricts access to Wi-Fi Calling.

         

        Additional information

        Are there extra charges for Wi-Fi Calling?

        There are no additional fees for Wi-Fi Calling. All calls and SMS/MMS are charged at the standard rates for your TPG mobile plan.

        Does Wi-Fi Calling use data?

        Yes, Wi-Fi Calling uses data over the Wi-Fi connection, which will affect the data allowance for that internet service (if applicable) or be charged based on the agreement with the internet service provider for the Wi-Fi network.

        Wi-Fi Calling does not affect your TPG mobile data allowance.

        Is Wi-Fi Calling secure?

        Yes. Wi-Fi Calling uses the same authentication as a call over our mobile network. Our current supported devices enable a secured connection that will ensure all calls and text messages are encrypted.

        Can I differentiate between Wi-Fi calls and standard calls on my bill?

        Yes. The call record on your bill will state ‘Over Wi-Fi’. Calls made over Wi-Fi will be displayed in AEST/AEDST time.

         

        Terms and Conditions

        To use Wi-Fi Calling, you need an active TPG prepaid mobile plan, a compatible mobile phone, have 4G voice calls (VoLTE) enabled, have Wi-Fi Calling settings turned on, and access to a Wi-Fi connection. You can turn off Wi-Fi Calling through your mobile phone settings.

        There are no additional fees to use Wi-Fi Calling, however, you will be charged your normal plan rates to make calls or send messages (TXT or PXT) using Wi-Fi Calling (the same way you are charged to make calls, TXT or PXT on the mobile network). Your use of Wi-Fi will count towards your internet use, so you may incur charges from your internet service provider. Calls or TXTs using Wi-Fi Calling will appear on your usage history as “Over Wi-Fi” and the time the call or TXT was made may default to AEST/AEDT.

        You cannot use Wi-Fi Calling while roaming overseas. You may not be able to use Wi-Fi Calling on some public or corporate Wi-Fi networks. You may not receive National Emergency Warning System (NEWS) TXT warnings when you are using Wi-Fi Calling.

        While you can make calls to emergency services using Wi-Fi Calling if there is no mobile coverage available, we recommend you make 000 or 112 calls using a mobile network if possible as this will provide a more accurate location to emergency services.

    Here's what the status lights mean on your VX420-G2V modem.

    VX420-G2V Lights
    Light State Meaning
    Power Off No power.
    Green Your modem has power. 
    DSL Off Your modem doesn't have a DSL connection. There may be an outage if your internet uses DSL.
    Green Your modem has a DSL connection. This light flashes during initial connection.
    Internet Off Your modem is offline. There may be a problem with the modem settings or its username and password.
    Green Your modem is online.
    2.4GHz & 5GHz Off 2.4GHz/5GHz Wi-Fi is turned off.
    Green 2.4GHz/5GHz Wi-Fi is turned on.
    WAN Off Nothing is plugged into the WAN port.
    Green A device is plugged into the WAN port.
    LAN 1-4 Off Nothing is plugged into the LAN ports.
    Green At least one device is plugged into the LAN ports.
    Phone Off You don't have a TPG Voice (VoIP) phone service.
    Green Your TPG Voice (VoIP) phone is online.
    WPS Off Wi-Fi Protected Setup (WPS) isn't currently being used.
    Green This light flashes when a Wi-Fi device is trying to connect via WPS, and will stay on for about 5 minutes after a successful connection.
    USB Off Nothing is plugged into the USB port.
    Green A device is plugged into the USB port. This light flashes when a new USB device is connected, and when data is being transferred.

    Choose your device's operating system to connect to Wi-Fi.

    Select one of the links below to jump to a query:

    Connect to Wi-Fi on Windows 11

    1. On your desktop or laptop, click the Network icon in bottom right-hand corner of your screen to bring up the menu.
      Windows 11 network icon
    2. Click the arrow next to the Network icon to bring up the list of available Wi-Fi networks.
      Windows 11 network icon arrow
    3. Find and click your Wi-Fi network name. If you're using the default Wi-Fi settings on your modem's barcode sticker, please note that the Wi-Fi network name may also be called a "SSID".

      Not seeing your Wi-Fi network? Follow our basic Wi-Fi settings guide for TPG modems. If your modem isn't from TPG, you should be able to find help on the manufacturer's website.
    4. If you want to stay connected to the Wi-Fi whenever you're in range, tick the Connect Automatically box. Otherwise, just click Connect.
      Windows 11 WiFi Connect
    5. Enter your Wi-Fi password and click Next to connect to the Wi-Fi. Your computer will remember your password for next time.

     

    Connect to Wi-Fi on Windows 10

    1. On your desktop, click the Network icon in bottom right-hand corner of your screen to bring up a list of available connections. 
       
      win10wifiicon

    2. Find and click your Wi-Fi network name. If you're using the default Wi-Fi settings on your modem's barcode sticker, please note that the Wi-Fi network name may also be called a "SSID".

      Not seeing your Wi-Fi network? Follow our basic Wi-Fi settings guide for TPG modems. If your modem isn't from TPG, you should be able to find help on the manufacturer's website.

    3. If you want to stay connected to the Wi-Fi whenever you're in range, tick the Connect Automatically box. Otherwise, just click Connect.

    4. Enter your Wi-Fi password and click OK to connect to the Wi-Fi. Your computer will remember your password for next time.

     

    Connect to Wi-Fi on Windows 7

    1. On your desktop or laptop, click the Network icon in bottom right-hand corner of your screen.

      Windows 7 WiFi connection 1

    2. Find and click your Wi-Fi network name. If you're using the default Wi-Fi settings on your modem's barcode sticker, please note that the Wi-Fi network name may also be called a "SSID".
       
      Not seeing your Wi-Fi network? Follow our basic Wi-Fi settings guide for TPG modems. If your modem isn't from TPG, you should be able to find help on the manufacturer's website.

    3. If you want to stay connected to the Wi-Fi whenever you're in range, tick the Connect Automatically box. Otherwise, just click Connect.

      Windows 7 WiFi connection 2

    4. Enter your Wi-Fi password in the Security key box and click OK to connect to the Wi-Fi. Your computer will remember your password for next time.

      Windows 7 WiFi connection 3

     

    Connect to Wi-Fi on macOS

    1. Click the Wi-Fi icon in the top right-hand corner of your screen and hit Turn Wi-Fi On. 

      Mac OS WiFi connection 1

    2. Click the Wi-Fi icon again, then find and click your Wi-Fi network name. If you're using the default Wi-Fi settings on your modem's barcode sticker, please note that the Wi-Fi network name may also be called a "SSID".
       
      Not seeing your Wi-Fi network? Follow our basic Wi-Fi settings guide for TPG modems. If your modem isn't from TPG, you should be able to find help on the manufacturer's website.

      Mac OS WiFi connection 2

    3. Enter your Wi-Fi password and tick Remember this network, then click Join to connect to the Wi-Fi. Your Mac will remember your password for next time.

      Mac OS WiFi connection 3

     

    Connect to Wi-Fi on iPhone or iPad

    1. Open the Settings app and tap Wi-Fi.

      iOS Wifi

    2. Find and tap your Wi-Fi network name. If you're using the default Wi-Fi settings on your modem's barcode sticker, please note that the Wi-Fi network name may also be called a "SSID".

      Not seeing your Wi-Fi network? Follow our basic Wi-Fi settings guide for TPG modems. If your modem isn't from TPG, you should be able to find help on the manufacturer's website.

      iOS Wifi SSID

    3. Enter your Wi-Fi password and tap Join to connect to the Wi-Fi. Your phone or tablet will remember your password for next time.

      iOS Wifi Password

     

    Connect to Wi-Fi on Android OS

    Android OS looks different depending on your software version. If this guide doesn't work for you, please check your phone manufacturer's website for help.

    1. Open the Settings app.

      Android Settings

    2. Tap Wi-Fi or Wireless & Networks and make sure Wi-Fi is turned on.

      Android Wifi

    3. Find and tap your Wi-Fi network name. If you're using the default Wi-Fi settings on your modem's barcode sticker, please note that the Wi-Fi network name may also be called a "SSID".

      Not seeing your Wi-Fi network? Follow our basic Wi-Fi settings guide for TPG modems. If your modem isn't from TPG, you should be able to find help on the manufacturer's website.

    4. Enter your Wi-Fi password and tap the tick icon to connect to the Wi-Fi. Your phone will remember your password for next time.

    If your 5G Home Broadband service is running slowly, these steps will help you identify the issue.

    1. Your service may just be affected by planned maintenance. You can check your address on our Network Status page.

      If there is planned maintenance, the results will give you an estimated fix time.

    2. Find your 5G modem and turn off its power outlet for at least 10 seconds.

    3. Turn the outlet back on and wait 5 minutes for your modem to reboot.

    4. Check the Signal lights on your modem. If the lights indicate no signal or a weak signal, try moving your modem to a different spot.

      Can't get a good signal? Give us a call on 13 14 23 and we'll help you out.

      Nokia FastMile 3.2 5G Modem - 5G light off or 1 bar Signal
      Supplied from 10 April 2024
      Nokia Fastmile LED


      Sagemcom 5866 5G Modem - Signal lights 1 bar
      Sagemcom Signal Lights


      Nokia FastMile R1 5G Modem - 5G light red or orange
      The lights on the the outer ring will show the direction the signal is coming from.

      Nokia 5G Signal Lights

    5. Do you have any devices connected to your modem with an Ethernet cable? If speeds on these devices are fine but devices on Wi-Fi are slow, switch to Troubleshooting Wi-Fi speed.

    6. Make sure that the device you’re using to run speeds tests is the only one connected to your modem. Unplug all other devices from your modem’s Ethernet ports and turn off other devices that are connected to the Wi-Fi.

    7. On your one device, close all other apps using the internet, then run a speed test.

    8. If your speed has improved on a single device, you may need to upgrade your 5G Home Broadband plan to get enough bandwidth to support more apps or devices.

      You can change your plan in My Account or call us on 13 14 23.

    9. Make sure your modem’s Ethernet cables are in good condition, with “CAT6” or “CAT5e” printed on them.

      Older Cat5 Ethernet cables are not recommended for 5G services. You’ll need to replace any broken or chewed cables.

    10. Run a scan on your antivirus/anti-malware software. If your software includes any firewalls, temporarily disable them and run a speed test to see if they’re slowing down your internet.

      If any infections are detected, make sure they are quarantined and removed. Contact your software’s Customer Support if you need help.

    11. Still getting slow speeds? Please call us on 13 14 23 and we’ll help you.

     

    If your 5G Home Broadband service is offline, you won’t be able to visit a website, browse, stream, or download. Email and any other services that use the internet will not work. These steps will help you identify the issue.

    1. Have you moved house recently? You'll need to relocate your service online.
       
      You may need to switch to a different type of internet depending on what's available at your new address.
    2. Find your 5G Modem and make sure that your SIM is inside the SIM slot. If the SIM is missing, please call us on 13 14 23 to order a replacement.
       
      Nokia FastMile 3.2 5G Modem
      Supplied from April 2024
      Nokia Fastmile 3.2 SIM Slot

      Sagemcom 5866 5G Modem
      Sagemcom Modem SIM Slot
       
      Nokia FastMile R1 5G Modem
      Nokia 5G Modem SIM Slot
    3. Make sure that your modem's cables are plugged in securely and not damaged.
       
      You’ll need to replace any broken or chewed cables.

    4. Turn off your modem’s power outlet for at least 10 seconds.

    5. Turn the outlet back on and wait for your modem’s Internet light to come on, then see if you can visit a website.

    6. Turn the outlet back on and wait 5 minutes for your modem to reboot.

    7. Check the Signal lights on your modem. If the lights indicate no signal or a weak signal, try moving your modem to a different spot.

      Can't get a good signal? Give us a call on 13 14 23 and we'll help you out.

      Nokia FastMile 3.2 5G Modem - 5G light off or Signal lights 1 bar

       
      Nokia Fastmile LED


      Sagemcom 5866 5G Modem - Signal lights 1 bar
      Sagemcom Signal Lights
       
      Nokia FastMile 5G Modem - Centre light red and/or 5G light off
      The lights on the the outer ring will show the direction the signal is coming from.
      Nokia 5G Signal Lights

    8. Do you have any devices connected to your modem with an Ethernet cable? If these devices can visit a website but devices on Wi-Fi can’t, switch to troubleshooting Wi-Fi No Connection.

    9. If you can view websites on some devices but not others, even when they’re both connected the same way, you may need to fix some browser settings. Check out our guide on Browsing issues.

    10. Still can't get online? Please call us on 1300 997 271 and we’ll help you.