• What to do if you receive suspicious correspondence or calls claiming to be from TPG
• Scam Emails and Text Messages
• Scam Phone Calls
• How TPG can help if you believe you’re a victim of fraud
• My number has been fraudulently used to create a service with TPG, or I suspect it has.
• There's a number on my account that I don't recognise
• I didn’t receive my order
• My number has been fraudulently transferred from TPG to another provider, or I suspect it has
• There are transactions from TPG on my bank/credit card statement that I don't recognise
• Current scams and hoaxes
• I think I have lost money to a scammer
• How to protect your device

What to do if you receive suspicious correspondence or calls claiming to be from TPG

If you receive a call, letter, email, text message or other communication that claims to be from TPG and you suspect it may be a scam or hoax, give us a call on 13 14 23.

Scam Emails and Text Messages

If you receive an email or text message that is unknown, unsolicited or you suspect to be fraudulent including messages with a one-time code that you didn’t initiate, this is what we advise:

• Don’t reply to the SMS or email
• Don’t provide any personal details
• Don’t click on any links
• Don’t open any attachments
• Don’t call any numbers associated with the SMS or email
• Don’t share any content of the SMS or email with anyone
• Email a screenshot of the message to customer_relations@tpg.com.au
• Report the email or SMS to Scamwatch
• Email customer_relations@tpg.com.au and provide a screenshot of the suspected fraud message, the date and time you received it, how many times you received it and your mobile number.

 

Scam Phone Calls

TPG only calls our customers from selected numbers. If you receive a phone call that you suspect is fraudulent, this is what we advise:

• Don’t give the caller any personal details and hang up
• Check that the call is coming from a number that’s not a number that we use.
• Block the caller/sender’s number using your phone’s built-in call rejection features or by downloading an app to restrict incoming calls and messages.
• Let the call go to voicemail and then listen to any message left to ascertain if this might be a genuine call. For more information on how to set up and manage voicemail, head to our support page.
• Report the call to Scamwatch
• Report the email or SMS to Scamwatch
• Email customer_relations@tpg.com.au and provide the date and time you received the call, how many calls you received in total and your mobile number

 

How TPG can help if you believe you’re a victim of fraud

My number has been fraudulently used to create a service with TPG, or I suspect it has.

If you believe that someone has stolen your ID to create an account with TPG, please fill out our identity fraud claim form.

 

There's a number on my account that I don't recognise

If there’s a number on your account that you don’t recognise, please fill out our identity fraud claim form.

 

I didn’t receive my order

If you didn’t receive your order it’s best to call us on 13 14 23 from any phone.

 

My number has been fraudulently transferred from TPG to another provider, or I suspect it has

If you suspect someone has attempted to, or has fraudulently transferred your mobile number to another provider without your knowledge or consent, please immediately report this to:

• Our Customer Service on 13 14 23 from any phone.
• The Australian Federal Police or the law enforcement agency in your state or territory
• Scamwatch

 

There are transactions from TPG on my bank/credit card statement that I don't recognise

If there are transactions from TPG on your bank/credit card statement that you don’t recognise, contact your bank immediately and ask them to raise a payment dispute with TPG and reverse the charges back to you.

 

Current scams and hoaxes

If you’ve been scammed, it’s best to report it to Scamwatch. Check out our list of the latest scams.

 

I think I have lost money to a scammer

Contact your financial institution immediately if you believe you have lost money to a scammer or believe your banking or credit card details may have been shared with a scammer.

They may be able to stop a transaction or close your account if the scammer has your account details.

 

How to protect your device

Here are some ways to protect your device:

• Make sure to use strong PINs and passwords and change them regularly. Avoid easy to guess PINs and passwords like ‘1234’, ‘0000’ and ‘password’.
• Lock your mobile handset and voicemail with strong PINs.
• Think carefully before clicking on a link or opening suspicious emails and attachments.
• Pay attention to your app permissions (what your apps are allowed to do and access, e.g. location, call history, etc). Only allow necessary permissions.

 

• 5G Home Broadband
• Home Wireless Broadband
• Factors that may affect your speed and connection
• Your modem and where it’s placed
• The quality and capability of your modem, cables and devices
• Network congestion
• The weather
• Signal interference
• Latency
• Wi-Fi signal interference
• How many devices you have connected
• Which content is being accessed

5G Home Broadband

Plan	Plus	Premium
Typical Evening download Speed*	50Mbps	100Mbps
Typical Evening upload Speed*	16Mbps	18Mbps
Maximum download speed	50Mbps	100Mbps
Maximum upload speed	20Mbps	20Mbps
Social media, browsing and emails	✓	✓
SD & HD streaming	✓	✓
4K streaming	✓	✓
# of simultaneous users/devices (approx.)	2-5	3-9

Home Wireless Broadband

Plan	Unlimited
Typical Evening download Speed*	16Mbps
Typical Evening upload Speed*	1.9Mbps
Maximum download speed	20Mbps
Maximum upload speed	2Mbps
Social media, browsing and emails	✓
SD & HD streaming	✓
4K streaming	×
# of simultaneous users/devices (approx.)	1-3

*Typical Evening Speeds are subject to change and are measured from 7pm to 11pm. Speeds are not guaranteed and may vary due to the number of users, Wi-Fi signal strength, network infrastructure, network congestion and more.
You may experience slower speeds than the applicable maximum during busy periods and other times.

Factors that may affect your speed and connection

Your modem and where it’s placed

• Make sure your modem is in a clear, central location in your home, on a desk or shelf without much clutter. An elevated space near a window is ideal.
• Modems should not be placed on the ground, shut in cabinets, or crowded by other objects.
• Keep your modem out of direct sunlight to reduce the risk of overheating.

The quality and capability of your modem, cables and devices

Older devices may not support the newer types of Wi-Fi. Please visit the manufacturer’s website for information about your device’s capabilities. Any damaged devices or Ethernet cables should be repaired or replaced.

Network congestion

During periods of congestion, your service may be subject to data de-prioritisation so we can manage the traffic on the Vodafone Network, and you may experience slower speeds than usual.

The weather

Extreme heat or rain in your area or at the network base station can affect the speed of your service.

Signal interference

Predicted and actual fixed wireless coverage may vary due to the nature of radio-based mobile networks. Other factors affecting signal include distance from the network base station, building materials, and geographic features such as hills, buildings and trees.

Latency

Latency is the amount of time it takes for data packets to go from one place to another on an internet connection, which is important for ultra-time-sensitive apps like multiplayer shooting games.

• Home Wireless Broadband may not be suitable for online gaming.
• 5G Home Broadband is suitable for casual online gaming.
• Large files might be slow to load on either service.

Wi-Fi signal interference

The quality of your Wi-Fi signal may vary due to the number of devices you have connected, distance from your modem, the location of your modem, the type of Wi-Fi network (5GHz vs. 2.4GHz Wi-Fi) and any obstacles between your devices and your modem. Learn how to improve your Wi-Fi signal.

How many devices you have connected

When too many devices are being used at the same time, particularly for large downloads or HD/4K streaming, there may not be enough bandwidth to go around. This can limit the flow of data flow for all devices and cause slow speeds.

Which content is being accessed

Particular issues may affect a specific website or online game, such as insufficient server capacity.

• What is Home Wireless Broadband?
• Where is Home Wireless Broadband available?
• How long does it take to get connected to Home Wireless Broadband?
• How fast is Home Wireless Broadband?
• What hardware do I need for Home Wireless Broadband?
• Can I use Home Wireless Broadband for online gaming?
• What is CG-NAT and how does it affect Home Wireless Broadband services?
• How does the 7-day trial for existing TPG nbn® customers work?
• Does Home Wireless Broadband include a phone service?
• How does Virtual Phone for existing TPG customers work?

What is Home Wireless Broadband?

Home Wireless Broadband is a Fixed Wireless broadband service powered by our 4G mobile network. It's a great alternative to fixed line broadband services such as nbn®.

 

Where is Home Wireless Broadband available?

Home Wireless Broadband is available within our 4G coverage area. You can check your address on our website.

Important: Home Wireless Broadband is only for use within Australia at the address nominated on your order. If you need to move house, please contact us so we can check coverage at your new address.

 

How long does it take to get connected to Home Wireless Broadband?

Not long - you can get online as soon as you have your TPG modem. Delivery takes 2-5 business days.

 

How fast is Home Wireless Broadband?

There's a few different factors that affect the speeds you'll get. Check out Factors affecting Fixed Wireless broadband speed for everything you need to know.

 

What hardware do I need for Home Wireless Broadband?

We'll send you a modem when you order TPG Home Wireless Broadband - you'll need to use it, because other modems won't work. You can connect your own Wi-Fi router to your TPG modem if you'd like.

Note: Some connections may need to use the extra antennae that comes with their TPG modem. Please don't attach these antennae unless we tell you to, as using the antennae unnecessarily can actually worsen performance.

 

Can I use Home Wireless Broadband for online gaming?

Home Wireless Broadband may not be suitable for online gaming due to its higher connection latency, which is the amount of time it takes for data packets to go from one place to another on an internet connection. Low latency is important for ultra-time-sensitive stuff like multiplayer shooting games or battle MMORPGs.

 

What is CG-NAT and how does it affect Home Wireless Broadband services?

Home Wireless Broadband uses Carrier-Grade Network Address Translation (CG-NAT), which assigns each service with a private IP address instead of a dynamic public IP address. Our network will then translate that private address into a public address.

Some things need internal NAT to work properly. CG-NAT means that the following items won't work on Home Wireless Broadband:

• Port forwarding
• Hosting web, email or file servers internally
• Smart Home systems (e.g. accessing security camera footage remotely, home automation and printers)
• Remote Access (i.e. accessing your home computer or devices from another location)

If you have any of these in your home setup, Home Wireless Broadband isn't right for you. Please check your address on our website for another type of TPG internet.

 

How does the 7-day trial for existing TPG nbn® customers work?

1. Once you’re connected to Home Wireless Broadband, your existing TPG nbn service will stay connected for 7 days.
2. If you’re not happy with Home Wireless Broadband, you can call us to switch back to nbn during the 7-day trial.
3. If we haven't heard from you after 7 days, your nbn service will be automatically disconnected.
   Note: If you choose to keep your nbn service connected beyond the 7-day trial, the monthly nbn plan fee will apply.

 

Does Home Wireless Broadband include a phone service?

No, Home Wireless Broadband is a data-only internet service that does not include a phone service.

Virtual Phone is an optional Call Forwarding service for existing nbn customers, but it doesn't allow you to make calls.

 

How does Virtual Phone for existing TPG customers work?

If you have an existing TPG Voice phone service, you can set up Virtual Phone when you order Home Wireless Broadband.

Virtual Phone lets you:

• Forward all incoming calls to another Standard Australian landline or mobile number; and
• Keep your existing phone number, should you later wish to switch back to nbn or switch your phone service to another provider.

Virtual Phone can't be used to make calls.

You can change the Call Forwarding number in My Account by selecting Virtual Phone.

• Configure Speed Dial 8 in Frontier Portal
• Configure Speed Dial 8 on your BizPhone handset

 

Configure Speed Dial 8 in Frontier Portal

1. Log in to Frontier Portal. If you have never logged in before, please watch this video.

2. Select the desired BizPhone user to edit.
   Note: Speed Dial 8 must be set up individually for each BizPhone user.

   

3. Select Speed Dial 8.

   

4. Each available entry corresponds to the speed dial keys (2-9). Enter the desired phone number in the Phone Number field, and a relevant Description.

   

5. Select Update to save your changes.

   

 

Configure Speed Dial 8 on your BizPhone handset

1. Lift your BizPhone handset and dial *74.

2. When you hear the dial tone, enter the one-digit code (2-9) that you want to represent the number you want to program, followed by the complete phone number and press the “#” key.
   
   For example, to configure speed dial 3 to dial 13 86 89, dial: *74, 3, 138689

3. Hang up to finish.