| TPG Support

If your Wi-Fi's running slow, these steps will help you identify the issue.

Stand next to your modem and run a speed test.

Wi-Fi usually has a range of 30 metres indoors, but this can be reduced by walls and other obstacles between your devices and your modem.
If your Wi-Fi is only slow in certain parts of your home, check out our guide on improving Wi-Fi signal.
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.

If you're using a phone, turn off 4G/5G data to make sure that your phone is using the Wi-Fi.
On your one device, close all other apps using the internet, then run a speed test.
If your speed has improved on a single device, you may be running more devices or apps than your connection can handle at the same time. Some apps run in the background - you should close them if you don't need them.

If you need your internet to support more devices or apps at the same time, please call us on 13 14 23 to see if you can switch to a different type of internet service that will better suit your needs.
Wi-Fi still slow? If you have a TPG modem, please call us on 13 14 23 and we'll help you out.

If you have a third-party modem, please check the manufacturer's website for support.

Here’s how you can set up a compatible bring-your-own (BYO) modem for TPG nbn HFC.

Your nbn Phone service and included calls are not available if you use a BYO modem.

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

Modem compatibility
General nbn® HFC setup guide for any modem
nbn® HFC setup guides for popular modems

Modem compatibility

To work on TPG nbn HFC, your modem must:

Be nbn-ready and able to support your nbn plan speed
Support PPPoE connections by Ethernet WAN

For a list of modems tested by our team, see nbn BYO modem requirements.

General nbn® HFC setup guide for any modem

All modems are different. If this advice doesn’t work for your modem, check the manufacturer’s website for a guide on how to plug in and enter the TPG settings.

Find your nbn Connection Box (NCB) – this should be connected to your cable wall socket, which may be near another cable wall socket for a cable TV service. Unplug any old modem from the nbn Connection Box and power outlet.
If your NCB is missing, please call us on 1300 023 575.
Use an Ethernet cable to connect your modem's WAN or LAN/WAN port to your NCB's UNI-D1 or 2.5G port.
NCBs with 2.5G ports were supplied from 1 October 2024.
Use the power cable to connect your modem's Power port to a power outlet, then turn it on.
If your modem has a power button or switch, turn it on.
Connect a device to your modem. You can use an Ethernet cable to connect a device to one of the LAN or Ethernet ports, or connect via WiFi.
The default WiFi name (SSID) and password can be found on your modem’s barcode sticker.
On your connected device, open your web browser and go to your modem’s gateway address (e.g. http://192.168.1.1). The gateway address and login details can be found on the barcode sticker
Modems may have a login username and password, or just a password.
Make sure your modem has the following settings. If you’re not sure how to do this, check the manufacturer’s website for a guide.

Mode/Modulation: WAN
Connection Type: PPPoE
You’ll need to enter your TPG username and password for the PPPoE connection. Your username is in emails from us about your TPG order, and on your TPG invoice.
If you forgot your password, you can reset it.
Save your settings and wait 5-10 minutes for your modem to connect.
You should now be online. If you can’t view a website or notice a red or unlit Internet light on your modem, call us on 1300 997 271 for help.
We’re fully trained on TPG modems, but please note that there may be limited support for your BYO modem.

nbn® HFC setup guides for popular modems

The make and model of your modem can be found on its barcode sticker.

Choose your modem:

Can't find your modem? Check the manufacturer's website for a setup guide on how to plug in and enter the TPG Broadband Settings.

Here’s how you can set up a compatible bring-your-own (BYO) modem for TPG nbn FTTC.

Your nbn Phone service and included calls are not available if you use a BYO modem.

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

Modem compatibility
General nbn® FTTC setup guide for any modem
nbn® FTTC setup guides for popular modems

Modem compatibility

To work on TPG nbn FTTC, your modem must:

Be nbn-ready and able to support your nbn plan speed
Support PPPoE connections by Ethernet WAN

For a list of modems tested by our team, see nbn BYO modem requirements.

General nbn® FTTC setup guide for any modem

All modems are different. If this advice doesn’t work for your modem, check the manufacturer’s website for a guide on how to plug in and enter the TPG settings.

Find your nbn Connection Device (NCD) – this should be connected to your phone wall socket. Unplug any old modem from the nbn Connection Device and power outlet.
If your NCD is missing, please call us on 1300 023 575.
Use an Ethernet cable to connect your modem's WAN or LAN/WAN port to your NCD's Gateway port.
Use the power cable to connect your modem's Power port to a power outlet, then turn it on.
If your modem has a power button or switch, turn it on.
Connect a device to your modem. You can use an Ethernet cable to connect a device to one of the LAN or Ethernet ports, or connect via WiFi.
The default WiFi name (SSID) and password can be found on your modem’s barcode sticker.
On your connected device, open your web browser and go to your modem’s gateway address (e.g. http://192.168.1.1). The gateway address and login details can be found on the barcode sticker
Modems may have a login username and password, or just a password.
Make sure your modem has the following settings. If you’re not sure how to do this, check the manufacturer’s website for a guide.

Mode/Modulation: WAN
Connection Type: PPPoE
You’ll need to enter your TPG username and password for the PPPoE connection. Your username is in emails from us about your TPG order, and on your TPG invoice.
If you forgot your password, you can reset it.
Save your settings and wait 5-10 minutes for your modem to connect.
You should now be online. If you can’t view a website or notice a red or unlit Internet light on your modem, call us on 1300 997 271 for help.
We’re fully trained on TPG modems, but please note that there may be limited support for your BYO modem.

nbn® FTTC setup guides for popular modems

The make and model of your modem can be found on its barcode sticker.

Choose your modem:

Can't find your modem? Check the manufacturer's website for a setup guide on how to plug in and enter the TPG Broadband Settings.

Here’s how you can set up a compatible bring-your-own (BYO) modem for TPG nbn FTTP.

Your nbn Phone service and included calls are not available if you use a BYO modem.

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

Modem compatibility
General nbn® FTTP setup guide for any modem
nbn® FTTP setup guides for popular modems

Modem compatibility

To work on TPG nbn FTTP, your modem must:

Be nbn-ready and able to support your nbn plan speed
Support PPPoE connections by Ethernet WAN

For a list of modems tested by our team, see nbn BYO modem requirements.

General nbn® FTTP setup guide for any modem

All modems are different. If this advice doesn’t work for your modem, check the manufacturer’s website for a guide on how to plug in and enter the TPG settings.

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.
Use an Ethernet cable to connect your modem's WAN or LAN/WAN port to your NCB's UNI-D1 port.
Our email/SMS will tell you if you need to use a different UNI-D port.
Use the power cable to connect your modem's Power port to a power outlet, then turn it on.
If your modem has a power button or switch, turn it on.
Connect a device to your modem. You can use an Ethernet cable to connect a device to one of the LAN or Ethernet ports, or connect via WiFi.
The default WiFi name (SSID) and password can be found on your modem’s barcode sticker.
On your connected device, open your web browser and go to your modem’s gateway address (e.g. http://192.168.1.1). The gateway address and login details can be found on the barcode sticker
Modems may have a login username and password, or just a password.
Make sure your modem has the following settings. If you’re not sure how to do this, check the manufacturer’s website for a guide.

Mode/Modulation: WAN
Connection Type: PPPoE
You’ll need to enter your TPG username and password for the PPPoE connection. Your username is in emails from us about your TPG order, and on your TPG invoice.
If you forgot your password, you can reset it.
Save your settings and wait 5-10 minutes for your modem to connect.
You should now be online. If you can’t view a website or notice a red or unlit Internet light on your modem, call us on 1300 997 271 for help.
We’re fully trained on TPG modems, but please note that there may be limited support for your BYO modem.

nbn® FTTP setup guides for popular modems

The make and model of your modem can be found on its barcode sticker.

Choose your modem:

Can't find your modem? Check the manufacturer's website for a setup guide on how to plug in and enter the TPG Broadband Settings.

Whether you’re re-using a modem from your previous nbn® provider or you bought one from your local computer store, most nbn modems will work with TPG nbn. However, there are a few exceptions that we'll explain here.

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

High speed nbn® modem requirements
Basic BYO nbn® modem requirements
Modems from previous nbn® providers
Modems purchased independently
Modems previously supplied by TPG

High speed nbn® modem requirements

This advice is for standard nbn plans. If you have a high-speed nbn Superfast or Ultrafast plan, see High speed nbn modem requirements.

Basic BYO nbn® modem requirements

To work on TPG nbn, your modem must:

Be nbn-ready and able to support your nbn plan speed;
Support PPPoE connections;
(For nbn FTTB/FTTN only) Support VDSL2 connections and SOS/ROC;
(For all other types of nbn) Support connections by Ethernet WAN.

Important: If you got TPG nbn with a TPG modem, and then replaced it with a BYO modem, your BYO modem must support VLAN tagging.

Modems from previous nbn® providers

Previous nbn® provider	Compatible with TPG nbn®?
Telstra	✅ Compatible
Optus	❌ Not compatible
Dodo	✅ Compatible
Belong	✅ Compatible
TPG	✅ Compatible
Vodafone	✅ Compatible

Modems purchased independently

Most nbn-ready modems bought within the past few years will work. Less modems work on nbn FTTB/FTTN because it needs modems to support VDSL2 connections and SOS/ROC.

You can find the make and model of your modem on its barcode sticker.

Manufacturer	Modem	nbn® FTTB/FTTN	All other nbn® types
Amazon	Eero 6	❌ Not compatible	✅ Compatible*
Amazon	Eero Pro 6	❌ Not compatible	✅ Compatible*
ASUS	AC1200	✅ Compatible	✅ Compatible
ASUS	AC1500	❌ Not compatible	✅ Compatible
ASUS	DSL-AC68U	✅ Compatible	✅ Compatible
ASUS	RT-AC68U	❌ Not compatible	✅ Compatible
AVM	Fritz!Box 7390	✅ Compatible	✅ Compatible
AVM	Fritz!Box 7490	✅ Compatible	✅ Compatible
D-Link	DSL-4320L	✅ Compatible	✅ Compatible
D-Link	AC1750	❌ Not compatible	✅ Compatible
D-Link	DSL-3900	✅ Compatible	✅ Compatible
D-Link	COVR-1100	❌ Not compatible	✅ Compatible
D-Link	COVR-1102	❌ Not compatible	✅ Compatible
D-Link	DSL-G255	✅ Compatible	✅ Compatible
D-Link	Exo AC1900	❌ Not compatible	✅ Compatible
D-Link	DSL-2878	✅ Compatible	✅ Compatible
D-Link	AC1200	❌ Not compatible	✅ Compatible
D-Link	N300	❌ Not compatible	✅ Compatible
Netcomm	NF4V	✅ Compatible	✅ Compatible
Netcomm	NB16WV-02	❌ Not compatible	✅ Compatible
Netgear	D6400	❌ Not compatible	✅ Compatible
Netgear	Orbi RBK50	❌ Not compatible	✅ Compatible
Netgear	Nighthawk D7000	✅ Compatible	✅ Compatible
Netgear	Nighthawk D7800	✅ Compatible	✅ Compatible
Netgear	Nighthawk RAX80	❌ Not compatible	✅ Compatible
Netgear	Nighthawk RAX120	❌ Not compatible	✅ Compatible
Netgear	DM200	✅ Compatible	❌ Not compatible
Netgear	R6020	❌ Not compatible	✅ Compatible
Netgear	R6120	❌ Not compatible	✅ Compatible
Technicolor	TG-789 Broadband Gateway	✅ Compatible	✅ Compatible
TP-Link	AX6000	❌ Not compatible	✅ Compatible
TP-Link	Archer AX10	❌ Not compatible	✅ Compatible
TP-Link	Archer C9	❌ Not compatible	✅ Compatible
TP-Link	C4000	❌ Not compatible	✅ Compatible
TP-Link	Archer VR900	✅ Compatible	✅ Compatible
TP-Link	Deco	❌ Not compatible	✅ Compatible
TP-Link	Archer VR400	✅ Compatible	✅ Compatible

*Amazon Eero 6/Eero 6 Pro requires minimum software version eeroOS v6.6.1 and eero App version 6.13.0.

Modems previously supplied by TPG

All current TPG modems are compatible with our nbn services. However, older modems are not compatible or are no longer compatible due to new requirements.

These older modems are still compatible with some types of nbn:

Modem	nbn® FTTP	All other nbn® types
Huawei HG659	❌ Not compatible	✅ Compatible
Huawei HG658	❌ Not compatible	✅ Compatible
Netcomm NF12	✅ Compatible	❌ Not compatible
Netcomm NF7	✅ Compatible	❌ Not compatible
TP-Link C1200	✅ Compatible	❌ Not compatible
TP-Link VX220-G2V	✅ Compatible	✅ Compatible

Here’s how you can set up a compatible bring-your-own (BYO) modem for TPG nbn FTTB/N.

Your nbn Phone service and included calls are not available if you use a BYO modem.

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

Modem compatibility
General nbn® FTTB/N setup guide for any modem
nbn® FTTB/N setup guides for popular modems

Modem compatibility

To work on TPG nbn FTTB/N, your modem must:

Be nbn-ready and able to support your nbn plan speed
Support PPPoE and VDSL2 connections
Have both Save Our Showtime (SOS) and Robust Overhead Channel (ROC) features

For a list of modems tested by our team, see nbn BYO modem requirements.

Important: If an incompatible modem is detected, nbn Co may block your connection to prevent network issues. If you believe an incompatible modem has been plugged in, please call us on 1300 997 271 and we can get your connection unblocked.

General nbn® FTTB/N setup guide for any modem

All modems are different. If this advice doesn’t work for your modem, check the manufacturer’s website for a guide on how to plug in and enter the TPG settings.

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.
Use a phone cable to connect your modem’s DSL port to your phone wall socket.
Use the power cable to connect your modem's Power port to a power outlet, then turn it on.
If your modem has a power button or switch, turn it on.
Connect a device to your modem. You can use an Ethernet cable to connect a device to one of the LAN or Ethernet ports, or connect via WiFi.
The default WiFi name (SSID) and password can be found on your modem’s barcode sticker.
On your connected device, open your web browser and go to your modem’s gateway address (e.g. http://192.168.1.1). The gateway address and login details can be found on the barcode sticker.
Modems may have a login username and password, or just a password.
Make sure your modem has the following settings. If you’re not sure how to do this, check the manufacturer’s website for a guide.

DSL Standard/Mode/Modulation: VDSL2
Connection Type: PPPoE
VDSL Profile: 17a Multi Mode
VDSL Connection Type: PTM
VLAN: Off or disabled
You’ll need to enter your TPG username and password for the PPPoE connection. Your username is in emails from us about your TPG order, and on your TPG invoice.
If you forgot your password, you can reset it.
Save your settings and wait 5-10 minutes for your modem to connect.
You should now be online. If you can’t view a website or notice a red or unlit Internet light on your modem, call us on 1300 997 271 for help.
We’re fully trained on TPG modems, but please note that there may be limited support for your BYO modem.

nbn® FTTB/N setup guides for popular modems

The make and model of your modem can be found on its barcode sticker.

Choose your modem:

Can't find your modem? Check the manufacturer's website for a setup guide on how to plug in and enter the TPG Broadband Settings.

Here's what you need to know about your TPG invoice.

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

Where can I get my TPG invoice?
What reference numbers are on my TPG invoice?
How are charges listed on my TPG invoice?
More information

Where can I get my TPG invoice?

You can get your invoices at any time from My Account. This includes all previous invoices if you need them for tax purposes.

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

What reference numbers are on my TPG invoice?

Your TPG invoice has your Invoice Number and Account Details at the top. If you need to call us, your username or Account number will help us quickly find your TPG account in our systems.

How are charges listed on my TPG invoice?

Your charges are listed below your account details. Each charge will include your plan name and service username.

More information

If you have a question about your invoice, call us on 13 14 23 and we'll help you.

Here's what you need to know about your TPG invoice.

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

Where can I get my TPG invoice?
What reference numbers are on my TPG invoice?
How is the Amount Due for my TPG invoice calculated?
When do I need to pay my TPG invoice by?
How are charges listed on my TPG invoice?

Where can I get my TPG invoice?

You can get your invoices at any time from My Account. This includes all previous invoices if you need them for tax purposes.

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

What reference numbers are on my TPG invoice?

Your TPG invoice has your Account Number and Invoice Number at the top. If you need to call us, your Account number will help us quickly find your TPG account in our systems.

How is the Amount Due for my TPG invoice calculated?

Your Amount Due is shown just under the reference numbers on your TPG invoice. The Amount Due is calculated by adding the Opening Balance and the charges on this invoice.

"Opening Balance" means any charges or credits that were already outstanding on your TPG account, such as previous unpaid invoices, or a credit you got after a service fault.

When do I need to pay my TPG invoice by?

Your Due Date is shown next to the Amount Due on your TPG invoice. If you have payment details saved on your TPG account you don't need to do anything - your payment will be taken automatically by the Due Date.

Note: If your payment details are for a bank account, payment will be taken up to 3 days before the Due Date to make sure the payment has enough time to clear. Credit card payments clear on the same day.

If you've chosen to remove the payment details from your TPG account, then you need to arrange payment before this due date, including enough time for the payment to clear.

How are charges listed on my TPG invoice?

The first page of your TPG Invoice shows an Account Summary that lists the charges for each type of service you have, such as "Mobile".

The following pages of your invoice will break down the charges in full detail, including the service's username or phone number, the plan name, and any applicable discounts.

The dates listed will tell you which billing period the charges apply to. TPG prepaid services are paid one month in advance - for example, your January invoice will cover your TPG plan fees for February.

You can check the status of your TPG order in My Account.

Log in to My Account.
Never used My Account before? Check out An Introduction to My Account.
If you have a TPG order in progress, you'll see the Installation Tracker on the dashboard.
The Installation Tracker will show a tick beside completed steps of your order.
The current step of your order is highlighted in purple.
For internet orders, more steps will appear as they become relevabt. In the example above, "Waiting for Hardware Delivery" will appear after hardware is dispatched.

Note: Mobile orders will show all steps for your order, with future steps greyed out.

Please click the links below for handy information relating to orders & installations.