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.

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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.

  1. 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.
  2. Use a phone cable to connect your modem’s DSL port to your phone wall socket.
  3. 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.
    nbn FTTB/N plugin example diagram
  4. 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.
    Barcode sticker example - WiFi details
  5. 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.
    Barcode sticker example - Admin login details
  6. 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
     
  7. 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.
  8. Save your settings and wait 5-10 minutes for your modem to connect.
  9. 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.
    Modem LED example - Internet light

 

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.

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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.

TPg invoice account number

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.

TPG invoice example charge


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?

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.

Invoice account details


 

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.

Invoice Balance

 

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.

Invoice due date

 

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".

Invoice account summary

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.

Invoice example new charges

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

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

  2. If you have a TPG order in progress, you'll see the Installation Tracker on the dashboard.

    My Account - Install Tracker

  3. The Installation Tracker will show a tick beside completed steps of your order.

    My Account Install Tracker - Complete Steps

  4. The current step of your order is highlighted in purple.

    My Account Install Tracker - current status

  5. 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.

    My Account Sim Activation Tracker

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

When we dispatch your modem from our warehouse, you’ll get an email and/or SMS with a tracking number.

Just go to the the StarTrack website, enter your tracking number and hit Track.

The results will give you an estimated delivery time, but most deliveries take 2-5 business days.

StarTrack website screenshot

 

Delivery notifications you'll get from StarTrack

You'll get updates directly from StarTrack when:

  • your modem has been dispatched;
  • your parcel is on board for delivery;
  • your delivery is attempted;
  • your parcel is awaiting collection; and
  • your parcel has been delivered.

 

Missed deliveries

If you miss a delivery, StarTrack will leave a card in your mailbox so you can collect your parcel from your Local Post Office or another StarTrack collection point.
 
Note: Missed deliveries will still show as “Delivered” in the tracker.
 
If your hardware isn't collected after 7 days, it will be returned to us. You'll need to call us on 13 14 23 for a new delivery.

 

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:

What kind of work may be done during an installation

  • Installing new equipment inside or outside your home, such as a nbn connection box or phone sockets.
  • Installing of new wiring to connect your home to the network.
  • Testing equipment to make sure it works.
  • Plugging in your modem (in some cases, you may need to do this yourself).

What kind of work may be done during a fault investigation

  • Testing equipment inside or outside your home to make sure it works.
  • Testing wiring that connects your home to the network.
  • Testing or adjusting your modem settings.
  • Replacing any faulty equipment or wiring.

What happens during a typical appointment

  • When the technician arrives, they'll ask where your modem is and where any phone or cable sockets are in your property.
  • After work is complete, they'll let you know and tell you if there were any issues or if there are any next steps.
  • Most technician visits don't have a fee. In rare cases, you may be quoted extra charges to repair a faulty cable socket or replace a modem. If you accept any extra charges, they'll be billed to your TPG account. Technicians will never accept cash.

How you can help your appointment go smoothly

  • When we confirm your appointment, we'll let you know if someone aged 18+ needs to be home. If someone else will be home in your place, let us know their name and phone number so we can contact them.

  • Before your appointment, make sure your modem and any phone sockets or HFC cable sockets can be reached.

  • If you live in an apartment or block of units, contact strata to make sure the Main Distribution Frame (MDF) will be unlocked during your appointment.

  • Keep your modem plugged in and turned on duirng your appointment.

  • Let the technician know if you have a back-to-base alarm system, Medical Alert equipment or another internet connection on the property.

  • Make sure the technician knows about any safety hazards on your property like asbestos, trip hazards, or recent pest treatments. Keep any animals away from the space where the technician will be working.

How to reschedule an nbn® appointment

If you can't be home for your appointment, you can reschedule for a later date.

  1. Visit https://tpg.com.au/install and enter your TPG username.

    Don't know your username? Check the email/SMS from us about your TPG order.

  2. Hit Reschedule Appointment.

  3. Enter the postcode for your billing address.

  4. Choose your new appointment, then hit Reschedule Appointment to confirm.

    We'll also send you an email/SMS with your new appointment details.

How to reschedule a TPG Fibre appointment

If you can't be home for your appointment, you can reschedule for a later date with at least 4 working days' notice.

  1. Visit https://tpg.com.au/install and enter your TPG username.

    Don't know your username? Check the email/SMS from us about your TPG order.

  2. Hit Reschedule Appointment.

  3. Fill out the form and choose your new appointment, then hit Submit.

  4. We'll contact you to reschedule your appointment within 24 hours.

    Note: Appointments are subject to availability from our wholesaler.

What should I do if the technician is a no show?

If your appointment window has passed and no one's showed up, please call us on 13 14 23 and we can help find out what's happened.

In some cases, the technician may have been able to do all the work outside your property. We'll send you an email/SMS when your internet service is ready to use.

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