This article provides information about the consequences if we, TPG Internet, exercise our right to restrict, suspend or disconnect one or more of your services for credit or debt management reasons.

We will make several attempts to contact you via email and/or SMS regarding any credit or debt management issues for your services. A notice will be sent to you in advance of any restriction, suspension or disconnection occurring.

If you are experiencing difficulties making this payment, then please see our Financial Hardship Policy for information about your options and how to speak to someone about your circumstances.

What are the consequences if my service is restricted?

Service restrictions are typically related to spend management tools and may occur when you have used 100% or more of your service inclusions, such as data. Restrictions do not necessarily indicate that your services are at risk of suspension or disconnection.

If one or more of your services are restricted, you will not be able to use select features of the services.

For example, if you have a Mobile service and have used all of the monthly mobile data included in your plan, the ability to use mobile data will be restricted and you won't be able to access the internet. Other features of the service, such as receiving calls/SMS and making calls/SMS that are part of your plan’s included value, will remain available.

You will need to wait until your next billing period begins for the restriction to be removed. Alternatively, you may choose to top up your Prepaid Balance in My Account to purchase a mobile data block.

What are the consequences if my service is suspended?

If one or more of your services are suspended, you will not be able to use those services.

For example, if your suspended service is a fixed or mobile voice service, you won’t be able to make calls (except to emergency services like 000) on your phone or handset or use mobile data. If your suspended service is an internet service, you won’t be able to connect to the internet or use services that require connection to the internet, like VoIP.

You may not purchase additional services while one or more of your services are suspended. Ongoing monthly plan charges will still apply while the service is suspended (excluding Mobile and 4G/5G Home Broadband services). 

How can I get my services unsuspended?

• Mobile and 4G/5G Home Broadband services: You will need to pay the amount to renew your prepaid service before the suspension is removed.
• Other services: You will need to pay all overdue amounts owing before the suspension is removed.

Restoration of your service can take up to 1 business day after payment has been received.

Failure to pay after services are suspended may lead to your services being disconnected.

What are the consequences if my service is disconnected?

Unlike suspension, disconnection of your service is permanent.

Disconnection means you won’t be able to use any features of your services, including internet access and making or receiving any calls on phone services (for some fixed line services, even calls to emergency services like 000 cannot be made or received after disconnection).

You will need to reapply for new services, which may incur costs. Please note that following disconnection, the plan for your particular service may no longer be available, and your username or phone number may change. Any bundled discount entitlements will also be forfeited.

We may also require you to immediately stop using and return to us, or allow us to remove, any equipment or material belonging to us. We may delete all of your data from any storage media (you are solely responsible for backing up your data, such as voicemail messages).

• Mobile and 4G/5G Home Broadband services: You will still have to pay any applicable cancellation fees.
• Other services: We will send you a final invoice requesting payment of all outstanding charges incurred before disconnection, including any applicable cancellation fees. Failure to pay may affect your ability to reapply for a new service with us.

How to make payment

You can pay your outstanding amount by selecting "Make a payment" in My Account.

If you wish to discuss your account, please contact our Customer Service team via email or call 1300 993 011 (Monday - Friday 8am - 8pm, Weekends & Public Holidays 9am - 6pm).

We do not offer priority assistance, nor support for medi-alert services and monitored alarm systems. Priority assistance is offered by Telstra for people who may be reliant on a telephone service because of a serious medical condition. If you have a medi-alert or priority assistance service or believe that you are eligible, please consider this before proceeding with your order.

Bandwidth control or Quality of Service (QoS) stops your modem trying to upload faster than the speed of your nbn plan, which can cause data packets to be lost.

TPG modems handle bandwidth control automatically, but some third-party modems may need changes in their setting to turn on bandwidth control.

Having trouble following this guide for your modem? Please check the manufacturer's website or run a Google search for a more specifc guide.

1. On a device that's connected to your modem, open your web browser and go to your modem's default gateway address, which can be found on its barcode sticker (e.g. http://192.168.1.1).
   
   Using a PC or Mac? You can also follow this guide to find your modem's default gateway address.

2. Log in with the default username and password found on your modem's barcode sticker. If you have custom login details, use those instead.
   
   Some modems don't have a username and just use a password.

3. If you see any option for Advanced settings, hit it.

4. Find the bandwidth control setting. This is most likely called QoS or Bandwidth/Traffic control.

5. Ensure that upstream bandwidth/QoS is enabled and set the bandwidth maximum according to your nbn plan:

   - NBN12 plan: Enter a maximum of 950kbps
   - NBN25 plan: Enter a maximum of 4950kbps
   - NBN50 plan: Enter a maximum of 19500kbps
   - NBN100 plan: Enter a maximum of 19500kbps*
   - NBN Superfast plan: Enter a maximum of 24500kbps
   - NBN Ultrafast plan: Enter a maximum of 49500kbps
   
   *Note: Business NBN100 plans and some legacy residential NBN100 plans may need a maximum of 39500kbps instead.

6. Save your changes to finish. Here's an example for a Netgear modem:

   

Here's everything you need to know about the different features available for TPG Voice, a VoIP phone service that works over the internet.

Note: TPG Voice doesn't have a voicemail feature.

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

Here's what you need to know about TPG billing.

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

• Your TPG billing period
• How to check your billing period date
• All TPG services are prepaid
• What happens if you change your TPG plan
• What happens if you cancel your TPG service
• How to update your payment details
• Credits
• Refunds

Your TPG billing period

When your first TPG service is activated, that date will be the start of your billing period.

Your monthly plan will renew around that same date each month.

 

How to check your billing period date

The Billing Period is listed at the top of each TPG invoice:

 

All TPG services are prepaid

A prepayment for one month's plan fees is taken when your order a TPG service.

Your recurring plan fees are paid one month in advance. Payment is taken 7 days before your next billing period begins - this means there's enough time to fix a failed payment, if it happens.

For more info, check out the the Billing Policy in our Service Description and Terms.

 

What happens if you change your TPG plan

If you change your TPG plan, your new plan will take effect at the start of your next billing period. This means your billing period doesn't change and you don't have to worry about invoice alignments or partial monthly fees.

 

What happens if you cancel your TPG service

If you still have other TPG services on your account, any plan fees paid in advanced for your cancelled service will be applied as a credit on your TPG account, to be used towards future invoices.

If you're closing your TPG account and have no other TPG services, any remaining credit after your final invoice can be refunded back to your nominated bank account or credit card.

 

How to update your payment details

Check out Update your Payment Details in My Account.

 

Credits

A credit is an amount of money added to your TPG account, usually to correct a billing error or to cover downtime during a service fault.

Credits stay on your TPG account until they're used towards charges on your next TPG invoice. For example, if your TPG account had a credit of $50 and your next TPG invoice was due for $59.99, you'd only have to pay $9.99 after the credit is used.

 

Refunds

A refund is when a credit on your TPG account is returned to your nominated bank account or credit card. You can ask for a credit on your TPG account to be refunded by calling us on 13 14 23.

If you close your TPG account and your final invoice is in credit, the credit will be refunded.

If you can't make your nbn appointment, you can reschedule for a later date online.

1. Go to https://www.tpg.com.au/install and enter your TPG Username to check your current appointment.
   
   You'll find your username on emails from us about your nbn order.

   
2. Hit Reschedule Appointment, then enter the Postcode of your billing address and hit Submit.
   

3. Choose your new appointment time and hit Reschedule Appointment.
   
   We'll also send you an SMS and email with your new appointment time.

   

Checking the status lights on your Network Termination Units (NTU) for TPG FTTB can be useful for troubleshooting.

Not every TPG Fibre service has an NTU.

Choose your NTU model:

	Adtran® 422G F.Fast NTU
	LEA Networks NTU
	Power/DIAG NTU

Adtran® 422G Gfast NTU Status lights

LEA Networks NTU Status lights

Power/DIAG NTU Status lights

Checking the status lights on your nbn Connection Device (NCD) for nbn FTTC can be useful for troubleshooting.

Note: You may need to slide back the panel to see the status lights.

BizPhone orders cannot proceed unless these tests are completed, so it's important to get them done at your earliest convenience.

Running the BizPhone Test

1. Make sure that no other programs or downloads are running while the test is being performed as this may affect the results.

2. Select one of the links below to load the test:
   
   - Recommended - Java version (requires Java to be installed and updated on your computer)
   
   - HTML5 version (requires VisualWare Browser Compatibility Service (BCS) for Windows or Mac to be installed on your computer)

3. Once the test loads, click Start Test. The test will automatically run to test your broadband speed...  

   

   Latency...  

   

   Port blocking...  

   

   And packet throughput capacity:

   

4. Once the test has finished running, you'll see a Summary page like the example below.  

   

5. Select the Speed tab and write down the Test result number shown on this page.

   

6. Select the VoIP tab and write down the Test result number shown on this page.

   

7. You should now have two different reference numbers. Please reply to the email your received from our BizPhone Provisioning Team with these numbers so that we can check your test results.

8. Once your BizPhone Connection test results have been checked, we'll contact you about the next steps for your BizPhone order.

Common issues that may delay your BizPhone order

The following issues must be addressed before your BizPhone order may proceed. If the BizPhone Connection Test identifies any of these issues, we'll contact you to discuss the matter and see if it can be rectified.

• SIP ALG Enabled: SIP ALG is a protocol that attempts to make VoIP packets flow smoothly. Some modems have this setting on by default and it will need to be disabled, with the tests rerun.
• Port Blocking: Port blocking will result in your BizPhone not operating, as it cannot communicate with the needed SIP servers. We will tell you which ports need to be open so you can make arrangements with your IT Support technician.
• Insufficient Speed/Quality: Internet issues may be present on the line and you should contact your Internet Provider to troubleshoot or see if more suitable internet technologies are available in your area.

You can change your internet plan at any time in My Account.

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. 

   

3. Choose your new plan from the list of available options and then hit Next.

4. You'll see a summary of your plan change. Tick the box to agree to the terms and conditions and then hit Submit.

   

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

   If your plan will renew in less than 7 days, your plan change may be delayed until the following month.