Schedules and Events allows you to configure the following schedules for your BizPhone service:

  • Business Hours schedules are set from business open to close, e.g. 9AM to 5PM.
  • After Hours schedules are set outside of business hours. They should be split into AM (midnight to business open) and PM (business closed to midnight) events when created, e.g. 12AM to 8:59AM and 5:01PM to 11:59PM. It's also possible to create separate Weekend events.
  • Holiday schedules are set for specific Public Holidays or holiday periods. While a holiday schedule is active, the Auto Attendant or Hunt Group performs After Hours or Busy treatment.

These schedules are used in a range of other BizPhone features, such as Auto Attendant, call forwarding and more.

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

 

Creating a Schedule

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

  2. Select the arrow next to Schedules and Events to expand the options.

    BizPhone - Schedules and Events

  3. Under "Create Schedule", enter a Schedule Name.

  4. Select a Schedule Type:
    - Time should be used for a Business Hours Schedule or After Hours Schedule.
    - Holiday should be used for a Holiday Schedule.

    BizPhone - Create Schedule

  5. Select Save to finish.

 

Business Hours/After Hours Events

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

  2. Select the arrow next to Schedules and Events to expand the options.

    BizPhone - Schedules and Events

  3. Select the desired schedule to expand the options, then select Create Event.

    BizPhone - Create Business -After Hours Events

  4. Enter an Event Name. We recommend you include the days the event applies to, e.g. "Mon-Fri" for a Business Hours event.
    Note: If creating an After Hours event, specify if this is the AM, PM or Weekend event.

  5. Enter today's date as both the Start Date and End Date, and ensure the All day event switch is set to OFF (unless you are creating an After Hours Weekend event, then keep it ON).

    BizPhone - Create Event Name and Date

  6. Enter a Start Time and an End Time in 2400 hour time, e.g. 900 to 1700.
    Note: If All day event is ON, enter random numbers for start and end time - these fields cannot be left blank.

  7. Select a Recurrence Pattern - Weekly is the most common.

  8. Set the Recurrence Interval to 1.

  9. Turn ON the switches for each day of the week you want the event to apply for.

  10. Leave Recurrence End Date blank if you want the event to continue indefinitely, otherwise specify an end date. 

    BizPhone - Create Event Time and Reoccurance

  11. Select Save.

  12. Select Update Event and Schedule to finish.

 

Holiday Events

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

  2. Select the arrow next to Schedules and Events to expand the options.

    BizPhone - Schedules and Events

  3. Select the desired schedule to expand the options, then select Create Event.

    BizPhone - Create Holiday Event

  4. Enter an Event Name, e.g. "Christmas".

  5. Enter the Start Date and End Date for the holiday period.

  6. Ensure the All day event switch is set to ON.

  7. Enter random numbers for Start Time and End Time - these fields cannot be left blank.

  8. Set the desired Recurrence Pattern. We recommend you set this to "Never" for holidays which change dates each year, such as the Easter holidays.

    BizPhone - Create Holiday Event Time and Reoccurance

  9. Select Save.

  10. Select Update Event and Schedule to finish.

 

Further examples

Auto Attendant is a voice menu system that plays a recorded greeting to incoming callers and allows them to choose to be directed to an internal extension. For example, callers could dial 1 to speak with Sales, or 2 to speak with the Help Desk.

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

 

Basic Auto Attendant Settings

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

  2. Select BizPhone Auto Attendant. Basic settings will display by default.

    BizPhone - Auto Attendant

  3. Under "BizPhone Auto Attendant", ensure the Set Active switch is set to ON.

    BizPhone - Auto Attendant Switch

  4. If you have not already done so, follow the steps in BizPhone Schedules and Events to set up your business hours and any desired holiday schedules.

  5. Set the desired Holiday Schedule. While a Holiday Schedule is in effect, your Auto Attendant will automatically use your After Hours Menu.

  6. Set the desired Office Hours.
    - Every Day All Day will ensure that the Business Hours Menu is always used.
    - Business Hours will use the Business Hours Menu during the scheduled business hours, and the After Hours Menu after that.

    BizPhone - Auto Attendant Office Hours

  7. If desired, set the Activate Voice Mail Feature switch to ON. See the advice in BizPhone voice mail setup for more information about configuring voice mail.
    Note: We recommend using a BizPhone User's voicemail rather than the Auto Attendant's voice mail, as Auto Attendant voice mail access is limited to dialing *62 and entering the voice mail passcode. If you don't know your passcode, please watch this video.

    BizPhone - Auto Attendant Voice Mail

  8. Select Update to save.

 

Business Hours/After Hours Menu Settings

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

  2. Select BizPhone Auto Attendant. 

    BizPhone - Auto Attendant

  3. Select Business Hours Menu or After Hours Menu.

    BizPhone - Auto Attendant Business Hours/After Hours

  4. Under "Business Hours/Afters Hours Audio File Selection", select Personal to upload custom audio.

  5. To select a previously uploaded audio file, select Use existing audio file, then select the file from the drop-down menu.

  6. To upload new audio, select Upload new audio file, then Choose File and select the audio file to upload.
    Note: Click the information icon to get a list of accepted file formats.

    BizPhone - Auto Attendant Busines-After Hours Custom Audio

  7. Select Update to save.

  8. Next, you'll need to set up your menu. Under "Business Hours/Afters Hours Audio Keys", you'll see a list of entries from 0-9 plus * and #, representing the keys on phone handset.
    Note: Entries will be announced in numerical order - leave an entry blank if you do not wish for it to be included in your menu.

  9. Each entry can be assigned a specific Description and Action:

    - Transfer to Operator will announce "Transferring to operator" before transferring to the destination number. When this option is present in the menu, calls will be forcibly transferred to the operator if a menu item is not selected within 10 seconds.
     
    - Transfer with Prompt will announce "Your call is being transferred, please hold" before transferring to the destination number.
     
    - Transfer without Prompt will immediately transfer to the destination number without an announcement.
     
    - Name Dialing will transfer the customer to the automated name directory where the name of a BizPhone user can be stated, and the system will dial through to that user. If used, we recommend you return to the Basic settings and select Last + First or First + Last under "Scope of Dialing" to allow users to state names in any order.

    - Extension Dialing will prompt the customer for an extension (i.e. the last five digits of a BizPhone number) and the system will dial through to that extension.

    - Repeat Menu will repeat the Auto Attendant menu from the beginning. If used, we recommend this option is placed at the end of the menu (or just before the Exit option, if applicable).

    - Exit will terminate the call. If used, we recommend this option is placed at the end of the menu.

    BizPhone - Auto Attendant Audio Keys

  10. If you wish to have a menu entry direct to voice mail, select Transfer With Prompt or Transfer Without Prompt, then set the destination number as *55, followed by the last 5 digits of the Auto Attendant or BizPhone user's phone number, e.g. "*5545679".

  11. Select Update to save your changes.

 

Further examples

  1. Ensure that your internet connection is online. Select your broadband service from the TPG Support to get troubleshooting guides for TPG broadband connections.

  2. DND (Do Not Disturb) modem may be enabled on your handset. Press the OK button then select Call Features > Do Not Disturb. If necessary, use the left and right arrow keys to toggle to "Disable", then Save.

  3. Confirm that your handset is registered by following this guide.

  4. Press and hold the OK button on your handset and select the Status tab to confirm that an IPv4 address is listed.

  5. Turn your modem off for at least 10 seconds, then turn it back on and wait for the lights to settle.

  6. Restart the handset by disconnecting its power and Ethernet cables for 10 seconds, then reconnect.

  7. Try using an alternate Ethernet cable between your modem and the handset base station.

  8. Is your network set up to deliver static IP addresses to connected devices? BizPhone hardware must be assigned an IP address via DHCP.

  9. Factory reset your handset by pressing the OK button, then select Settings > System settings > Base reset and enter the PIN "0000". When the handset resets, it will automatically download the configuration from the BPX server.

  10. Run the BizPhone connection test and make a note of the test result number from both the Speed and VoIP tests.

  11. If you are unable to improve the audio quality of your BizPhone service, please email bizphonesupport@tpg.com.au with your call notes and test result numbers, and reference this troubleshooting article.

  1. Ensure that your internet connection is online. Select your broadband service from the TPG Support to get troubleshooting guides for TPG broadband connections.

  2. Check the DND (Do Not Disturb) status on your handset screen. Press the DND soft key to turn this off if necessary.

  3. Confirm that your handset is registered by following this guide.

  4. Press and hold the OK button on your handset to view connection options, and confirm that an IPv4 address is listed.

  5. Turn your modem off for at least 10 seconds, then turn it back on and wait for the lights to settle.

  6. Restart the handset by disconnecting its power and Ethernet cables for 10 seconds, then reconnect.

  7. Try using an alternate Ethernet cable between your handset and modem.

  8. Is your network set up to deliver static IP addresses to connected devices? BizPhone hardware must be assigned an IP address via DHCP.

  9. Factory reset your handset by holding the OK button for 10 seconds.

  10. Run the BizPhone connection test and make a note of the test result number from both the Speed and VoIP tests.

  11. If you are unable to improve the audio quality of your BizPhone service, please email bizphonesupport@tpg.com.au with your call notes and test result numbers, and reference this troubleshooting article.

  1. Ensure that your internet connection is online. Select your broadband service from the TPG Support to get troubleshooting guides for TPG broadband connections.

  2. Check the DND (Do Not Disturb) status on your handset screen. Press the DND soft key to turn this off if necessary.

  3. Confirm that your handset is registered by following this guide.

  4. Press and hold the OK button on your handset to view connection options, and confirm that an IPv4 address is listed.

  5. Turn your modem off for at least 10 seconds, then turn it back on and wait for the lights to settle.

  6. Restart the handset by disconnecting its power and Ethernet cables for 10 seconds, then reconnect.

  7. Try using an alternate Ethernet cable between your handset and modem.

  8. Is your network set up to deliver static IP addresses to connected devices? BizPhone hardware must be assigned an IP address via DHCP.

  9. Factory reset your handset by holding the OK button for 10 seconds.

  10. Run the BizPhone connection test and make a note of the test result number from both the Speed and VoIP tests.

  11. If you are unable to improve the audio quality of your BizPhone service, please email bizphonesupport@tpg.com.au with your call notes and test result numbers, and reference this troubleshooting article.

Please select your handset to view the troubleshooting guide:

If your handset is not listed here, please contact us for assistance.

If you ever see a SIM Error message on your phone, here's what to do - including how to get your Personal Unlocking Key (PUK).

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

    "Enter PUK" message

    1. You SIM will lock if your PIN is entered wrong too many times. If you have a physical SIM, you’ll need to enter your PUK code.
      If you have an eSIM, you don't have a PUK. Order an eSIM Swap to get a new eSIM.
    2. To find your PUK code, log in to My Account.

      Important: Your one-time password to log into My Account is sent to the mobile number listed in the contact details for your TPG account. If you can’t use this mobile number because the SIM is locked, use another phone to call us on 1300 993 019 or contact us on our Live Chat and we'll help you out.
    3. Hit Request PUK Code and enter the PUK on your phone.
      TPG Mobile PUK Code

     

    "SIM card Rejected" message

    Your SIM will be permanently wiped if the PUK is entered wrong more than 10 times. You’ll need to order a replacement SIM.

     

    "Insert SIM" or "SIM error" message

    1. Make sure that your SIM is the correct size for your phone, and inserted correctly.
      We don't recommend using a SIM adaptor to change the size of your SIM.
    2. Remove your SIM and check the shiny part for scratches.
      If your SIM is damaged or you need a different size, you'll need to order a replacement SIM.

     

    "Insert Correct SIM", "SIM card is locked" or "Enter subsidy password" message

    These messages mean that your phone is locked to a non-Vodafone carrier like Telstra or Optus. You'll need to contact the seller to get your phone unlocked.

    We can't unlock phones for you.

     

    Which type of SIM are you activating?

    Physical SIM

    Physical SIM
    eSIM

    eSIM

    Please note: Your mobile handset must not be locked to a specific provider. We cannot unlock handsets.

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

    Activate your physical SIM

     

    1. Wait for your SIM to arrive before you attempt to activate.

    2. Log in to My Account.
      Note: If you're activating a new Mobile number and don't have alternative mobile number to receive your passcode to log in to My Account, please call us on 1300 993 019 to verify your identity and activate your SIM.

    3. Click the check box and select Get Started.

      TPG SIM Activation - Get Started

    4. New mobile numbers and replacement SIMs typically activate within 3 hours.

    5. If you’re porting your mobile number to TPG from another provider, make sure your current mobile service is active and ready to receive an SMS. Tick the checkboxes and hit Activate SIM Card.

      TPG Sim Activation - Activate SIM

    6. A porting authorisation SMS will be sent to your mobile number. Enter the code and click Verify Code.
       

    7. The porting process will take approximately 3 hours and will only occur during these times:

      Monday to Friday: 8 AM to 8 PM AET
      Saturday: 10 AM to 6 PM AET

    8. Keep using your old SIM until it stops working, then that's your cue to switch to your new TPG SIM.

     

    If you have any issues, please call us on 1300 993 019 and we'll be happy to help.

     

    Activate your eSIM

     

    1. Make sure you have access to:

      - Your compatible mobile handset (to scan the eSIM QR code); and
      - Another device such as a computer, laptop or tablet (to display the eSIM QR code).

      Note: It’s best if both devices are connected to Wi-Fi. If you only have your compatible mobile handset, please see this advice.
       
    2. Use your other device to log in to My Account and select Start Activation on the dashboard, then follow the prompts.
      TPG My Account - Activate eSIM
    3. If you’re transferring your number to TPG, tick the checkboxes and select Transfer My Number Now. An authorisation code will be sent to your old SIM by SMS. Enter this code and select Verify Code.
       
    4. Select Send Confirmation Code SMS, then use your mobile handset to scan the eSIM QR Code.
      TPG My Account - Send Confirmation Code SMS
    5. Follow the prompts on your handset screen to set up your new plan and enter your confirmation code, then your new service should be ready in 15 minutes, or within 3 hours if you’re transferring your number. You may need to restart your handset afterwards.
       
    6. If you’re transferring your mobile number to TPG:

      - You may notice a different mobile number in your eSIM profile while your number transfer is still underway.
      - Do not delete your eSIM profile as it will prevent a successful number transfer.
      - If the correct mobile number isn’t showing after 3 hours and restarting your phone, please call us on 1300 993 019 for assistance. iPhone users can also try these steps.
      - Your old SIM will stop working once eSIM activation is complete.

     
    For more information about using your eSIM once it’s activated, see eSIM Management.

    If you couldn’t activate your eSIM, please find your mobile device’s EID then call us on 1300 993 019 and we'll be happy to help.

     

    Troubleshooting

    How to install an eSIM if you don’t have access to another device

    If you don’t have access to another device such as a computer, laptop or tablet to display the eSIM QR code so that you can scan it using your compatible mobile handset, then you’ll need to use your handset to log in to My Account and access your eSIM details.

    You can then use one of the following options:

    • Select Print QR Code to print on a personal/work printer or seek printing services at your local post office or library. You can then use your handset to scan the printed QR code.
       
    • Write down the eSIM details shown below the QR code, then enter the eSIM details manually in your handset settings. Please visit the manufacturer’s website for support information if you’re not sure how to do this.
       
    • Select Email QR Code to send a copy of the eSIM QR code to the contact email address on your TPG account. You can then access your email on another device such as a public computer at your local library, then use your handset to scan the eSIM QR code. Always log out of your email account at the end of your session on a public computer.

    Be sure to dispose of any printed or written eSIM details securely once you’re done.

    How to update the mobile number in an iPhone eSIM profile

    1. Open the Settings app and select Phone > My Number.
    2. Tap Edit, enter your mobile number, and then tap Save.
    3. If the wrong mobile number is still showing in your SIM profile, return to the Settings app and select Apple ID > Name, Phone Numbers, Email.
    4. Tap Edit and select Add email or phone number.
    5. Add your mobile number and delete the old mobile number.
    6. Restart your iPhone.
    7. Open the Settings app and select Messages > Send & Receive. Your SIM profile should now be working with the correct mobile number.
    8. If the issue persists, please call us on 1300 993 019 for assistance.

    How to find your mobile device’s EID

    An Embedded Identity Document (EID) is a unique 32-digit number that can be found in your device settings.

    iPhone

    1. Go to Settings > General.
    2. Choose About > EID and your EID will be shown.

    Samsung

    1. Go to Settings > About Phone.
    2. Choose Status Information > EID and your EID will be shown.

    Google

    1. Go to Settings > About Phone.
    2. Choose SIM status > EID and your EID will be shown.

    OPPO

    1. Go to Settings > About device.
    2. Choose Status > EID and your EID will be shown.

     

    Here's everything you need to know about the different features available for TPG Mobile. You can manage these features through My Account, and Quick Codes that you can dial from your phone.

    Note: Premium calls and SMS/MMS services are not available on TPG Mobile.

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

    Voicemail

    How to get your Voicemail messages

    • Call 121 from your mobile handset.
    • Alternatively, call 0414121121 from another phone and follow the prompts. Enter your mobile number and voicemail PIN.
    • While overseas, call +61414121121 and follow the prompts. Enter your mobile number and voicemail PIN.

    How to turn Voicemail on or off

    1. Log in to My Account.

    2. Select Settings.

    3. Use the Voicemail ON/OFF switch to turn Voicemail on or off. Changes will be saved automatically but may take up to 5 minutes to apply.

      Note: To fully turn off Voicemail, you'll also need to dial "##002#" from your handset to disable all conditional and unconditional to Voicemail.

      My Account - Voicemail Settings

    How to set up Voicemail for the first time

    1. Call 121 from your mobile handset.

    2. Follow the prompts to set your 4 to 10-digit voicemail PIN. You'll need this PIN to get your voicemail using another phone.

    3. Record your name to personalise the standard greeting.

    4. Choose your state/territory to set your time zone.

    5. (Optional) Hold the line and follow the prompts to set a custom voicemail greeting or change the way your get Voicemail notifications.
      SMS alerts are enabled by default.

    6. Hang up to finish.

    How to change the way you get Voicemail notifications

    • SMS Alert - Dial 1218 from your mobile handset to enable/disable.
    • Ring Alert - No longer available as of 12 March 2024.
    • Visual Voicemail (iPhones only) - Dial 1217 from your iPhone to enable/disable. You can manage your Visual Voicemail from your iPhone.

    Do Voicemail messages expire?

    Yes. New voicemail messages and messages saved in your mailbox will expire after 7 days. If you need to keep a message, you can save it for a further 7 days by pressing 2 while listening to the message. Once a message has expired it’s permanently erased and can’t be recovered.

     

    Call Barring

    Call Barring can stop your mobile service from being able to make any calls, or just International calls.

    1. Log in to My Account and hit Settings.

    2. Hit the + (plus) icon next to Call Barring.

      My Account - Call Barring Settings

    3. Use the ON/OFF switches for Bar All Outgoing Calls or Bar All Outgoing International Calls as desired. Changes will be saved automatically but may take up to 5 minutes to apply.

      My Account Mobile Features - Call Barring - All

     

    Call Forwarding

    Call Forwarding will forward calls to your mobile number to a different phone number according to these rules:

    • Forward all calls
    • Forward if busy
    • Forward if no reply
    • Forward if unreachable

    Note: Standard call costs may apply when any call is forwarded, unless it's forwarded to Voicemail.

    Manage all types of Call Forwarding in My Account

    1. Log in to My Account and hit Settings.

    2. Hit the + (plus) icon next to Call Forwarding.

      My Account - Call Forwarding Settings

    3. Use the ON/OFF switches for Divert All Calls, Divert if Busy, Divert if No Reply, or Divert if Unreachable as desired

    4. To change where calls are forwarded to, hit Edit to enter the phone number, then hit Save. Changes may take up to 5 minutes to apply.

      You'll need to edit the phone number for each type of Call Forwarding that's turned on.

      My Account Mobile Features - Call Forwarding - Unreachable

    Manage Call Forwarding Always with Quick Codes

    • To check if Call Forwarding Always is on or off, dial *#21# from your phone. 
    • To turn on Call Forwarding Always, dial **21* before the number you want to forward calls to, followed by #.
    • To turn off Call Forwarding Always, dial #21#.

    Manage Call Forwarding if Busy with Quick Codes

    • To check if Call Forwarding if Busy is on or off, dial *#67# from your phone. 
    • To turn on Call Forwarding if Busy, dial **67* before the number you want to forward calls to, followed by #.
    • To turn off Call Forwarding if Busy, dial #67#.

    Manage Call Forwarding if Unreachable with Quick Codes

    • To check if Call Forwarding if Unreachable is on or off, dial *#62# from your phone. 
    • To turn on Call Forwarding if Unreachable, dial **62* before the number you want to forward calls to, followed by #.
    • To turn off Call Forwarding if Unreachable, dial #62#.

    Manage Call Forwarding if No Reply with Quick Codes

    • To check if Call Forwarding if No Reply is on or off, dial *#61# from your phone. 
    • To turn on Call Forwarding if No Reply, dial **61* before the number you want to forward calls to, followed by #.
    • To turn off Call Forwarding if No Reply, dial #61#.

     

    Caller ID

    Caller ID allows you to change the way your mobile phone number is displayed when you are calling someone.

    • You can turn Caller ID on or off in My Account, or by dialling 1571 from your phone. 
    • To hide your phone number for one call only, dial 1831 before the number you're calling.
    • To show your phone number for one call only, dial 1832 before the number you're calling.

    1. Log in to My Account and hit Settings.

    2. Hit the + (plus) icon next to Caller ID.

      My Account - Caller ID Settings

    3. Use the ON/OFF switches for Send Calling Line Identification and/or Calling Line Identification Display as desired. Changes will be saved automatically but may take up to 5 minutes to apply.

      My Account Mobile Features - Caller ID Settings

     

    Call Waiting

    Call Waiting will play a tone if you get another call while you're already in a call. You can swap between two calls - if you get a third call, you'll need to hang up one of the first two calls.

    • To check if Call waiting is on or off, dial *#43#.
    • To turn on Call Waiting, dial *43#.
    • To turn off Call Waiting, dial #43#.

     

    Extend your mobile ring time

    You can extend the ring time for incoming mobile calls to a maximum of 30 seconds, in increments of 5 seconds.

    Dial **61*121** before the number of seconds to ring (e.g. 20, 25 or 30), followed by #.

    When you change your TPG Mobile plan, your new plan will kick in at the start of your next billing period. If your next billing period begins in less than 7 days, your new plan will kick in at the start of the following billing period instead.

    Important: If you submit multiple plan changes, you may override your previous plan change.

    1. Log in to My Account and hit Change Plan.

      Never used My Account before? Check out An Introduction to My Account.

    2. Under "Want to try a new plan?", hit Change Plan. 

      My Account Change Mobile Plan

    3. Choose your new plan from the list of available options. Take note of the date your plan change will happen, then hit Next.

      My Account - Mobile plan change date example

    4. You'll see a summary of your plan change. If you have a promo code, enter it and hit Apply.

    5. Tick the box to agree to the terms and conditions and then hit Submit.

      My Account - Mobile plan change submit

    6. We'll send you an email and SMS to confirm when your plan change is done.