1. Check the signal strength indicator in the top-left corner of your handset screen. If you have a weak signal, try making calls closer to the base station, or move the base station to a more central location in your workplace.
   Note: A longer Ethernet cable between your modem and base station should not affect audio quality.

2. Restart the handset by disconnecting the power and Ethernet cables from the base station for 10 seconds, then reconnect.

3. Ensure that your internet connection is not suffering any issues when audio quality issues are experienced. Select your broadband service from the TPG Support to get troubleshooting guides for TPG broadband connections.

4. Similarly, check if audio quality issues are only occurring when a high-demand function is carried out on your network, such as large file uploads, system updates or content streaming. If possible, schedule these functions to run automatically outside of business hours to avoid impact on your BizPhone service.

5. A common cause for audio quality issues is insufficient throughput to provide consistent audio. To check this, disconnect other devices (e.g. computers, mobile phones etc.) from your network until only your BizPhone handset(s) are connected, then make a test call.

6. If the audio quality was fine while your BizPhone was isolated, begin connecting devices again, one by one. After each device is reconnected, make another test call. If audio quality degrades again, the device that was just reconnected may be exceeding your network's throughput capacity.

7. Run the BizPhone connection test and check the MOS score on the summary page - a score of 4 or lower will most likely result in audio quality issues. Additionally, make a note of the test result number from both the Speed and VoIP tests.

8. Ensure that the SIP ALG setting is disabled in your modem settings by checking the VoIP test results from your BizPhone connection test.
   Note: TPG modems have this setting disabled by default.

9. Consider enabling QOS (Quality of Service) settings in your modem to allot of a portion of your connection bandwidth for VoIP services only. This can greatly reduce the risk of audio quality issues.

10. Whether the issue is constant or intermittent, please take note of affected calls in the following format:
    
    Number Called From:
    Number Called To:
    Time/ Date of Call:
    Issue Experienced:

11. If you suspect a handset has been damaged, please call us on 1300 365 313 (option 3).

12. 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.

You'll need to plug in your modem and change some settings to get it working with TPG nbn FTTC.

1. First, make sure you’ve got a message from us asking you to plug in your nbn modem. We need to get your connection ready on our side before you plug in.
2. Find your phone wall socket and nbn Connection Device (NCD) – you probably already have a modem plugged in from your last internet service. Unplug any old modem from the NCD and power outlet.
   If your NCD is missing, please call us on 1300 023 575.

3. Use the Ethernet cable to connect your modem’s blue Internet port to your NCD's yellow Gateway port.

   

4. Use the power cable to connect the Power port on your modem to a power outlet. Press your modem's Power button to turn it on.

   
5. To connect devices to the WiFi, you'll find the default WiFi name and password on your modem's barcode sticker.
6. If you have extra Ethernet cables, you can connect up to 4 devices to your modem’s yellow Ethernet ports.
   

7. Open your web browser and go to: https://192.168.0.1

8. Log in with the default username "admin" and the default password "admin" on your modem's barcode sticker. If you have custom login details, use those instead.

9. Select Advanced > Network > Internet.

10. Set Internet Connection Type to PPPoE.

11. Enter your TPG username and password.
    Your TPG username can be found in emails from us about your TPG order. If you've forgotten your password, reset your password.

12. Hit Save.

13. If you have a bundled nbn & phone plan: Select IPTV and tick the Enable box. Set ISP Profile to Custom. For Internet VLAN ID, enter 2. For Internet VLAN Priority, enter 0. Tick the box for 802.1Q Tag. For IP-Phone VLAN ID and IPTV VLAN ID, enter any random number between 2 and 4049.

14. Hit Save and you're good to go.
    Can't get online? Call us on 1300 997 271 and we'll help you.

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

2. Ensure that your internet connection is not suffering any issues when audio quality issues are experienced. Select your broadband service from the TPG Support to get troubleshooting guides for TPG broadband connections.

3. Similarly, check if audio quality issues are only occurring when a high-demand function is carried out on your network, such as large file uploads, system updates or content streaming. If possible, schedule these functions to run automatically outside of business hours to avoid impact on your BizPhone service.

4. A common cause for audio quality issues is insufficient throughput to provide consistent audio. To check this, disconnect other devices (e.g. computers, mobile phones etc.) from your network until only your BizPhone handset(s) are connected, then make a test call.

5. If the audio quality was fine while your BizPhone was isolated, begin connecting devices again, one by one. After each device is reconnected, make another test call. If audio quality degrades again, the device that was just reconnected may be exceeding your network's throughput capacity.

6. Run the BizPhone connection test and check the MOS score on the summary page - a score of 4 or lower will most likely result in audio quality issues. Additionally, make a note of the test result number from both the Speed and VoIP tests.

7. Ensure that the SIP ALG setting is disabled in your modem settings by checking the VoIP test results from your BizPhone connection test.
   Note: TPG modems have this setting disabled by default.

8. Consider enabling QOS (Quality of Service) settings in your modem to allot of a portion of your connection bandwidth for VoIP services only. This can greatly reduce the risk of audio quality issues.

9. Whether the issue is constant or intermittent, please take note of affected calls in the following format:
   
   Number Called From:
   Number Called To:
   Time/ Date of Call:
   Issue Experienced:

10. If you suspect a handset has been damaged, please call us on 1300 365 313 (option 3).

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.

You'll need to plug in your modem and change some settings to get it working with TPG nbn HFC.

1. First, make sure you’ve got a message from us asking you to plug in your nbn modem. We need to get your connection ready on our side before you plug in.

2. Find your phone wall socket and nbn Connection Device (NCD) – you probably already have a modem plugged in from your last internet service. Unplug any old modem from the NCD and power outlet.
   If your NCD is missing, please call us on 1300 023 575.

3. Use the Ethernet cable to connect your modem’s blue Internet port to your NCD's UNI-D1 port or 2.5G port.

   

4. Use the power cable to connect your modem's Power port to a power outlet. Press your modem's Power button to turn it on.

   
5. To connect devices to the WiFi, you'll find the default WiFi name and password on your modem's barcode sticker.
6. If you have extra Ethernet cables, you can connect up to 4 devices to your modem’s yellow Ethernet ports.
   

7. Open your web browser and go to: https://192.168.0.1

8. Log in with the default username "admin" and the default password "admin" on your modem's barcode sticker. If you have custom login details, use those instead.

9. Select Advanced > Network > Internet.

10. Set Internet Connection Type to PPPoE.

11. Enter your TPG username and password.
    Your TPG username can be found in emails from us about your TPG order. If you've forgotten your password, reset your password.

12. Hit Save.

13. If you have a bundled nbn & phone plan: Select IPTV and tick the Enable box. For ISP Profile, select Custom and enter 2 for Internet VLAN ID. For Internet VLAN Priority, enter 0. Tick the box for 8021Q Tag. For IP-Phone VLAN ID and IPTV VLAN ID, enter any random number between 2 and 4049.

14. Hit Save and you're good to go.
    Can't get online? Call us on 1300 997 271 and we'll help you.

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

2. Ensure that your internet connection is not suffering any issues when audio quality issues are experienced. Select your broadband service from the TPG Support to get troubleshooting guides for TPG broadband connections.

3. Similarly, check if audio quality issues are only occurring when a high-demand function is carried out on your network, such as large file uploads, system updates or content streaming. If possible, schedule these functions to run automatically outside of business hours to avoid impact on your BizPhone service.

4. A common cause for audio quality issues is insufficient throughput to provide consistent audio. To check this, disconnect other devices (e.g. computers, mobile phones etc.) from your network until only your BizPhone handset(s) are connected, then make a test call.

5. If the audio quality was fine while your BizPhone was isolated, begin connecting devices again, one by one. After each device is reconnected, make another test call. If audio quality degrades again, the device that was just reconnected may be exceeding your network's throughput capacity.

6. Run the BizPhone connection test and check the MOS score on the summary page - a score of 4 or lower will most likely result in audio quality issues. Additionally, make a note of the test result number from both the Speed and VoIP tests.

7. Ensure that the SIP ALG setting is disabled in your modem settings by checking the VoIP test results from your BizPhone connection test.
   Note: TPG modems have this setting disabled by default.

8. Consider enabling QOS (Quality of Service) settings in your modem to allot of a portion of your connection bandwidth for VoIP services only. This can greatly reduce the risk of audio quality issues.

9. Whether the issue is constant or intermittent, please take note of affected calls in the following format:
   
   Number Called From:
   Number Called To:
   Time/ Date of Call:
   Issue Experienced:

10. If you suspect a handset has been damaged, please call us on 1300 365 313 (option 3).

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.

You'll need to plug in your modem and change some settings to get it working with TPG nbn FTTP.

1. First, make sure you’ve got a message from us asking you to plug in your nbn modem. We need to get your connection ready on our side before you plug in.

2. Find your nbn Connection Box (NCB) – this is usually installed on the inside of an exterior wall in your home, sometimes in the garage. Unplug any old modem from the nbn Connection Box and power outlet.

3. Use the Ethernet cable to connect your modem's blue Internet port to your NCB's UNI-D1 port.
   The message from us will tell you if you need to use a different UNI-D port.

   

4. Use the power cable to connect your modem's Power port to a power outlet. Press your modem's Power button to turn it on.

   
5. To connect devices to the WiFi, you'll find the default WiFi name and password on your modem's barcode sticker.
6. If you have extra Ethernet cables, you can connect up to 4 devices to your modem’s Ethernet ports.
   

7. Open your web browser and go to: https://192.168.0.1

8. Log in with the default username "admin" and default password "admin" on your modem's barcode sticker. If you have custom login details, use those instead.

9. Select Advanced > Network > Internet.

10. Set Internet Connection Type to PPPoE.

11. Enter your TPG username and password.
    Your TPG username can be found in emails from us about your TPG order. If you've forgotten your password, reset your password.

12. Hit Save and you're good to go.
    Can't get online? Call us on 1300 997 271 and we'll help you.

Please select your handset to view the troubleshooting guide:

• Cordless
• Standard
• Premium

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

You'll need to plug in your modem and change some settings to get it working with TPG nbn FTTB/N.

1. First, make sure you’ve got a message from us asking you to plug in your nbn modem. We need to get your connection ready on our side before you plug in.
2. Find your phone wall socket – you probably already have a modem plugged in from your last internet service. Unplug any old modem from the phone wall socket and power outlet.
3. Use the phone cable to connect your modem’s grey DSL port to your phone wall socket.
   

4. Use the power cable to connect your modem's Power port to a power outlet. Press the Power button on the side of your modem to turn it on.

   
5. To connect devices to the WiFi, you'll find the default WiFi name and password on your modem's barcode sticker.
6. If you have extra Ethernet cables, you can connect up to 4 devices to your modem’s yellow LAN ports.
   

7. Open your web browser and go to: https://192.168.0.1 or https://tplinkmodem.net

8. Log in with the default username "admin" and the default password "admin" on your modem's barcode sticker. If you have custom login details, use those instead.

9. Select Basic > Internet.

10. For ISP, choose Other.

11. Set Modulation to VDSL.

12. If you have a bundled nbn & phone plan: Tick the box for VLAN ID and enter 2.

13. Set Internet Connection Type to PPPoE.

14. Enter your TPG username and password.
    Your TPG username can be found in emails from us about your TPG order. If you've forgotten your password, reset your password.

15. Hit Save and you're good to go.
    Can't get online? Call us on 1300 997 271 and we'll help you.

You'll need to plug in your modem and change some settings to get it working with TPG nbn FTTC.

1. First, make sure you’ve got a message from us asking you to plug in your nbn modem. We need to get your connection ready on our side before you plug in.
2. Find your phone wall socket and nbn Connection Device (NCD) – you probably already have a modem plugged in from your last internet service. Unplug any old modem from the NCD and power outlet.
   If your NCD is missing, please call us on 1300 023 575.

3. Use the Ethernet cable to connect your modem’s yellow LAN/WAN port to your NCD's yellow Gateway port.

   

4. Use the power cable to connect the Power port on your modem to a power outlet. Press the Power button on the side of your modem to turn it on.

   
5. To connect devices to the WiFi, you'll find the default WiFi name and password on your modem's barcode sticker.
6. If you have extra Ethernet cables, you can connect up to 3 devices to your modem’s yellow LAN ports.
   

7. Open your web browser and go to: https://192.168.0.1 or https://tplinkmodem.net

8. Log in with the default username "admin" and the default password "admin" on your modem's barcode sticker. If you have custom login details, use those instead.

9. Select Advanced > Operation Mode > Wireless Router Mode.

10. Select Wireless Router Mode and hit Save. Wait for your modem to reboot.

11. Select Basic > Internet.

12. For ISP, choose Other.

13. If you have a bundled nbn & phone plan: Tick the Enable box for VLAN ID and enter 2. 

14. Set Internet Connection Type to PPPoE.

15. Enter your TPG username and password.
    Your TPG username can be found in emails from us about your TPG order. If you've forgotten your password, reset your password.

16. Hit Save and you're good to go.
    Can't get online? Call us on 1300 997 271 and we'll help you.

You'll need to plug in your modem and change some settings to get it working with TPG nbn HFC.

1. First, make sure you’ve got a message from us asking you to plug in your nbn modem. We need to get your connection ready on our side before you plug in.

2. Find your phone wall socket and nbn Connection Device (NCD) – you probably already have a modem plugged in from your last internet service. Unplug any old modem from the NCD and power outlet.
   If your NCD is missing, please call us on 1300 023 575.

3. Use the Ethernet cable to connect your modem’s yellow LAN/WAN port to your NCD's UNI-D1 port or 2.5G port.

   

4. Use the power cable to connect your modem's Power port to a power outlet. Press the Power button on the side of your modem to turn it on.

   
5. To connect devices to the WiFi, you'll find the default WiFi name and password on your modem's barcode sticker.
6. If you have extra Ethernet cables, you can connect up to 3 devices to your modem’s yellow LAN ports.
   

7. Open your web browser and go to: https://192.168.0.1 or https://tplinkmodem.net

8. Log in with the default username "admin" and the default password "admin" on your modem's barcode sticker. If you have custom login details, use those instead.

9. Select Advanced > Operation Mode.

10. Hit Wireless Router Mode.

11. Hit Save and wait for your modem to reboot.

12. Select Basic > Internet.

13. For ISP, choose Other.

14. If you have a bundled nbn & phone plan: Tick the Enable box for VLAN ID and enter 2.

15. Set Internet Connection Type to PPPoE.

16. Enter your TPG username and password.
    Your TPG username can be found in emails from us about your TPG order. If you've forgotten your password, reset your password.

17. Hit Save and you're good to go.
    Can't get online? Call us on 1300 997 271 and we'll help you.