A technician will need to visit your place if they need to install equipment, connect wiring, or investigate a fault for your internet service. Here's everything you need to know about installation appointments.

All appointments have a 4-hour window, e.g. 8AM to 12PM.

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

Different types of nbn are available in different areas. Here's what you need to know about each one.

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

• nbn® FTTP (Fibre to the Premises)
• How nbn FTTP is connected
• Installation requirements for nbn FTTP
• nbn® FTTB/FTTN (Fibre to the Building/Fibre to the Node)
• How nbn FTTB/FTTN is connected
• Installation requirements for nbn FTTB/FTTN
• nbn® FTTC (Fibre to the Curb)
• How nbn FTTC is connected
• Installation requirements for nbn FTTC
• nbn® HFC (Hybrid Fibre Coaxial)
• How nbn HFC is connected
• Installation requirements for nbn HFC
•  nbn® Wireless
• How nbn Wireless is connected
• Installation requirements for nbn Wireless
• Phone services on the nbn®

 

nbn® FTTP (Fibre to the Premises)

How nbn FTTP is connected

Fibre optic cable will run all the way to your premises, connected to an nbn Premises Connection Device installed on the outer wall of your home. This will be wired to an indoor nbn Connection Box.

Older nbn FTTP installations may also have a Power Supply Unit connected to the nbn Connection Box.

Installation requirements for nbn FTTP

If your home hasn't been connected to the nbn before, an nbn installer will need to come install the equipment. Someone over the age of 18 must be home during the installation.

The best spot for your indoor nbn Connection Box equipment is:

• Within 3 metres of an electrical outlet
• In an office or study, or near any existing phone sockets
• A cool, dry, and ventilated area with no sinks or water outlets
• Away from busy areas where it may be knocked or damaged
• A place where the equipment can be easily reached
• A place where you’re not planning any major renovations

 

nbn® FTTB/FTTN (Fibre to the Building/Fibre to the Node)

How nbn FTTB/FTTN is connected

nbn FTTB: Fibre optic cable will run to your building's Main Distribution Frame (MDF), which is typically in the basement or a locked telecommunications cabinet. From there, copper wiring will run to a wall socket in each unit within the building.

nbn FTTN: Fibre optic cable will run to an underground or above-ground Node in your street or a street nearby. From there, copper wiring will run to a wall socket in each property.

nbn wall sockets are typically the same ones you used previously for ADSL internet or landline phones.

Installation requirements for nbn FTTB/FTTN

In most cases, an nbn installer won’t need to come to your house – any installation work will be done in the street. We'll let you know if an installer needs to come install a new copper line or wall socket.

 

nbn® FTTC (Fibre to the Curb)

How nbn FTTC is connected

Fibre optic cable will run to a reverse-powered Distribution Point, typically underground or mounted on a pole in your street. From there, copper wiring will run to a wall socket in your home. An nbn Connection Device will be plugged into the wall socket.

In apartment complexes, this copper wiring may run to the building's Main Distribution Frame (MDF) before going to each unit.

nbn wall sockets are typically the same ones you used previously for ADSL internet or landline phones.

Installation requirements for nbn FTTC

If your home hasn't been connected to the nbn before, an nbn Connection Device will be delivered to you.

In most cases, an nbn installer won’t need to come to your house – any installation work will be done in the street. We'll let you know if an installer needs to come install a new copper line or wall socket.

 

nbn® HFC (Hybrid Fibre Coaxial)

How nbn HFC is connected

Fibre optic cable will run an underground or above-ground Node in your street or a street nearby. From there, HFC wiring will run to a wall socket in your home. An nbn Connection Device will be plugged into the wall socket. An nbn Connection Box will be connected to the wall socket.

nbn wall sockets are typically the same ones you used previously for cable internet or cable TV services. If an nbn wall socket needs to be shared with a cable TV service, it may be fitted with a splitter so two cables can plug into one wall socket.

Installation requirements for nbn HFC

If your home hasn't been connected to the nbn before, an nbn Connection Box will be delivered to you.

In most cases, an nbn installer won’t need to come to your house – any installation work will be done in the street. We'll let you know if an installer needs to come install a new HFC line or wall socket.

 

 nbn® Wireless

How nbn Wireless is connected

An outdoor antenna will be installed on your roof, gutter or a nearby free-standing pole mount so it can get a wireless signal from your local nbn Wireless tower. The outdoor antenna will be wired to an indoor nbn Connection Box.

Installation requirements for nbn Wireless

If your home hasn't been connected to the nbn before, an nbn installer will need to come install the equipment. Someone over the age of 18 must be home during the installation.

The nbn installer will recommend the best location for the outdoor antenna to ensure Line of Sight with your local nbn Wireless tower.

The best spot for your indoor nbn Connection Box equipment is:

• Within 3 metres of an electrical outlet
• In an office or study, or near any existing phone sockets
• A cool, dry, and ventilated area with no sinks or water outlets
• Away from busy areas where it may be knocked or damaged
• A place where the equipment can be easily reached
• A place where you’re not planning any major renovations

 

Phone services on the nbn®

All nbn FTTB/FTTN, nbn FTTC, nbn FTTP, nbn HFC & nbn Wireless services include a TPG Voice service if you choose a TPG modem. TPG Voice is not available if you choose to BYO modem.

TPG Voice is a VoIP (Voice over Internet Protocol) phone service that uses your internet connection to make phone calls.

nbn FTTP services connected before 23 May 2024 may have nbn Fibre Phone instead.

Note: Home Phone landline services are no longer sold by TPG. If you have an existing landline number, we can check if it's possible to transfer this number to a TPG Voice service.

 

Here's some information about the TPG Modems currently available for our range of interent services.

The modem shipped under this offer may change without notice based on stock levels and other factors, but it will always work with your TPG service.

nbn® plans

Includes nbn FTTP, FTTB, FTTN, HFC and Wireless.

	VX420-G2H Modem nbn® ready 4 x Gigabit Ethernet ports Dual-band Wi-Fi 6 with band steering (5GHz AC & 2.4GHz G/N/AX)
	VX420-G2V Modem nbn® ready 4 x Gigabit Ethernet ports Dual band Wi-Fi 6 with band steering (5GHz AC & 2.4GHz G/N/AX)

TPG FTTB - Fibre to the Building plans

VX420-G2V Modem 4 x Gigabit Ethernet ports Dual band Wi-Fi 6 with band steering (5GHz AC & 2.4GHz G/N/AX)

5G Home Broadband plans

Nokia FastMile 3.2 5G Modem Mandatory for 5G Home Broadband 2 x 1 Gigabit Ethernet ports Dual band Wi-Fi 6 with band steering (5GHz AC & 2.4GHz B/G/N/AX) Advanced Installation support using Wi-Fi Companion App SIM will not work in other devices

Sagemcom 5866 5G Modem Mandatory for 5G Home Broadband 1 x 2.5 Gigabit Ethernet port and 2 x Gigabit Ethernet ports Dual-band Wi-Fi 6 with band steering (5GHz AC & 2.4GHz B/G/N) SIM will not work in other devices

Home Wireless Broadband plans

TP-Link MR600 Modem Mandatory for Home Wireless Broadband 4 x Gigabit Ethernet ports Dual-band Wi-Fi 6 (5GHz A/N/AC & 2.4GHz B/G/N) SIM will not work in other devices

"High risk" international destinations are commonly used for phone fraud, so they're blocked by default.

If you want to call high risk destinations, please call us on 1300 993 019. After an ID check, we can turn off high risk call blocking. The change will apply within 2 business days.

Note: High risk call blocking cannot be removed on destinations marked with "*" in the list below.

Current high risk international destinations

To look up a specific destination, press CTRL + F on your keyboard or long-press your phone screen and hit Find to open the Find tool. Type the name of the destination in the Find tool's search bar.

*Call blocking to these destinations cannot be removed.

A factory reset is a last resort to fix a problem with your modem settings, or if you can't remember the modem password. You'll lose all your custom settings including any custom Wi-Fi name and password, so be ready to set up your modem again afterwards.

Don't have a TPG modem? Check the manufacturer's website for a guide.

Choose your modem

	Nokia FastMile 3.2 5G Modem Supplied from 10 April 2024
	Smart Home Gateway (VX420-G2H)
	VX220-G2V Modem
	VX420-G2V Modem
	Sagemcom 5866 5G Modem
	Nokia FastMile 5G Modem
	TP-Link VR1600v Modem
	Modem not listed here? Check for a user manual on Older TPG modems

Factory reset your Nokia FastMile 3.2 5G Modem

Factory reset in modem settings (recommended)

1. Open your web browser and go to: http://192.168.1.1
2. Select System, then General. Log in with the default username “admin”, and the default password printed on your modem's barcode sticker. If you have custom login details, use those instead.
   Can't log in? Factory reset with the reset button instead.
   
3. Hit Reset, then hit Yes.
   
4. Wait for the factory reset to complete. Your modem will reboot.
5. Set up your modem again by following its setup guide.
6. We recommend restarting any computers or Wi-Fi devices before trying to get online.

Factory reset with the RESET button

1. While your modem is turned on, find the RESET button on the base and use a pen or paperclip to hold it for 10-12 seconds, then release.
   
2. Wait for the factory reset to complete. Your modem will reboot. The centre modem light will turn white before flashing red.
3. Set up your modem again by following its setup guide.
4. We recommend restarting any computers or Wi-Fi devices before trying to get online.

Factory reset your Smart Modem Gateway (VX420-G2H)

Factory reset in modem settings (recommended)

1. Open your web browser and go to: https://192.168.1.1

2. Log in with the default password "admin". If you have a custom password, use that instead.
   Can't log in? Factory reset with the reset button instead.

3. Hit Advanced.

4. Select System Tools, then Reboot Schedule.

5. Hit Factory Restore, then Yes. 

   

6. Wait for the factory reset to complete. Your modem will reboot.

7. Set up your modem again by following its setup guide.

8. We recommend restarting any computers or Wi-Fi devices before trying to get online.

Factory reset with the RESET button

1. While your modem is turned on, find the RESET button on the back and a pen or paperclip to hold it for 5 seconds, then release.

   
2. Wait for the factory reset to complete. Your modem will reboot.

3. Set up your modem again by following its setup guide.

4. We recommend restarting any computers or Wi-Fi devices before trying to get online.

Factory reset your VX220-G2V Modem

Factory reset in the modem settings (recommended)

1. Open your web browser and go to: https://192.168.1.1

2. Log in with the default password found on your modem's barcode sticker. If you have a custom password., use that instead.
   Can't log in? Factory reset with the reset button instead.

   

3. Hit Advanced.

4. Select System Tools, then Reboot Schedule.

5. Hit Factory Restore, then Yes. 

   

6. Wait for the factory reset to complete. Your modem will reboot.

7. Set up your modem again by following its setup guide.

8. We recommend restarting any computers or Wi-Fi devices before trying to get online.

Factory reset with the RESET button

1. While your modem is turned on, find the RESET button on the side and use a pen or paperclip to hold it for 10 seconds, then release. 

   

2. Wait for the factory reset to complete. Your modem will reboot.

3. Set up your modem again by following its setup guide.

4. We recommend restarting any computers or Wi-Fi devices before trying to get online.

Factory reset your VX420-G2V Modem

Factory reset in modem settings (recommended)

1. Open your web browser and go to: https://192.168.1.1

2. Log in with the default password "admin". If you have a custom password, use that instead.
   Can't log in? Factory reset with the reset button instead.

3. Hit Advanced.

4. Select System Tools, then Reboot Schedule.

5. Hit Factory Restore, then Yes. 

   

6. Wait for the factory reset to complete. Your modem will reboot.

7. Set up your modem again by following its setup guide.

8. We recommend restarting any computers or Wi-Fi devices before trying to get online.

Factory reset with the RESET button

1. While your modem is turned on, find the RESET button on the back and use a pen or paperclip to hold it for 10 seconds, then release.

   
2. Wait for the factory reset to complete. Your modem will reboot.

3. Set up your modem again by following its setup guide.

4. We recommend restarting any computers or Wi-Fi devices before trying to get online.

Factory reset your Sagemcom 5866 5G Modem

Factory reset in the modem settings (recommended)

1. Open your web browser and go to: https://192.168.1.1

2. Log in with the default username “admin” and the default password on your modem's barcode sticker. If you have custom login details, use those instead.
   Can't log in? Factory reset with the reset button instead.

   

3. Hit My Sagemcom Box, then Maintenance.

4. You have two options:
   
   A) Select Semi-reset to reset everything except your custom Wi-Fi settings; OR
   B) Select Reset for a full factory reset.

   

5. Wait for the factory reset to complete. Your modem will reboot.

6. Set up your modem again by following its setup guide.

7. We recommend restarting any computers or Wi-Fi devices before trying to get online.

Factory reset with the RESET button

1. While your modem is turned on, find the RESET button on the back and use a pen or paperclip to hold it for 5-8 seconds, then release.
   Note: You may need to unplug any Ethernet cable in the 2.5GLAN port to reach the RESET button.

   
2. Wait for the factory reset to complete. Your modem will reboot.

3. Set up your modem again by following its setup guide.

4. We recommend restarting any computers or Wi-Fi devices before trying to get online.

Factory reset your Nokia FastMile 5G Modem

Factory reset in the modem settings (recommended)

1. Open your web browser and go to: https://192.168.1.254

2. Log in with the default username “userAdmin” and the default password on your modem's barcode sticker. If you have custom login details, use those instead.
   Can't log in? Factory reset with the reset button instead.

   

3. Select Maintenance.

4. Hit Factory Default, then FACTORY DEFAULT.

   

5. Hit Ok.

   

6. Wait for the factory reset to complete. Your modem will reboot.

7. Set up your modem again by following its setup guide.

8. We recommend restarting any computers or Wi-Fi devices before trying to get online.

Factory reset with the RESET button

1. While the modem is turned on, find the RESET button on the back and use a pen or paperclip to hold it for 10-12 seconds, then release.

   

2. Wait for the factory reset to complete. Your modem will reboot.

3. Set up your modem again by following its setup guide.

4. We recommend restarting any computers or Wi-Fi devices before trying to get online.

Factory reset your TP-Link VR1600v

Factory reset in the modem settings (recommended)

1. Open your web browser and go to: https://192.168.1.1

2. Log in with the default username "admin" and default password "admin". If you have custom login details, use those instead.
   Can't log in? Factory reset with the reset button instead.

3. Hit Advanced.

4. Select System Tools, then Reboot.

5. Hit Factory Restore, then Yes. 

   

6. Wait for the factory reset to complete. Your modem will reboot.

7. Set up your modem again by following its setup guide.

8. We recommend restarting any computers or Wi-Fi devices before trying to get online.

Factory reset with the RESET button

1. While the modem is turned on, find the Reset button on the back and use a pen or paperclip to hold it for 6 to 8 seconds, then release.

   
2. Wait for the factory reset to complete. Your modem will reboot.

3. Set up your modem again by following its setup guide.

4. We recommend restarting any computers or Wi-Fi devices before trying to get online.

If your BYO modem is still offline after you've plugged it in, you may need to update some settings. All other settings should be left as default.

Not sure how to update your modem's settings? We've got some nbn setup guides for popular modems here. If your modem isn't listed, please check the manufacturer's website for a guide.

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