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.

You can update your contact details, add new contacts or remove existing contacts at any time in My Account.

Important: If you're updating your address because you're moving home, please contact us ASAP so we can help you move your TPG services. Check out our Moving Home page for everything you need to know.

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

It’s easy to update your payment details in My Account. Your payment details will be used to auto-pay your TPG invoice each month.

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

Please note: If you have an overdue invoice, saving new payment details will trigger an automatic payment, so make sure you’re ready to pay before you save.

1. Log in to My Account and hit Payment Details.

2. You’ll see your current Payment Method. Hit Edit Payment Method.

   

3. Choose Credit Card or Direct Debit, then fill out the required details:

   - For Credit Card (which includes debit cards) you’ll need your Name on Card, Card Number, Expiration Date and Security Code. Any surcharges that apply will be shown on screen.

   

   - For Direct Debit, you’ll need your BSB, Account number, and Account name. You’ll also need to agree to the Direct Debit Authority Agreement.

   

    

4. Hit Add Card or Submit to finish. 

Can I use a gift card as my payment details?

Sorry, but your payment details must use an Authorised Deposit-taking Institution (ADI). Gift cards such as Visa Debit gift cards aren’t considered ADIs, so they can’t be used as your TPG payment details.

You can make a payment at ay time in My Account. If you don't have an outstanding invoice, then any amount you pay will become a credit on your TPG account to be used on future invoices.

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

Please note: If you need to change your payment details first, check out Update payment details in My Account.

1. Log in to My Account and hit Make a payment.
   If there's any Amount Payable on your TPG account, you'll see it next to this button.

   

2. Select Make a payment.

3. If your TPG account has an Amount Payable, you'll be asked if you want to pay the full outstanding balance. Hit Yes to pay using the payment details save on your TPG account.
   If you want to pay a different amount using a credit card, hit Not now.

   

4. If you chose to pay a different amount, enter the amount in the Credit/Charge Amount box, then hit Proceed.

5. Fill out the required credit card details, including your Name on Card, Card Number, Expiration Date and Security Code.
   Any surcharges that apply will be shown on screen.

6. Hit Make payment to finish.

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.

1. Log in to My Account and hit Invoices. 

   

2. You'll see a list of all your TPG invoices. To download any invoice as a PDF file, hit Download Invoice.
   
   To view PDF files, install Adobe Reader on your device.

   

3. If you want to see the phone calls included on any invoice, hit View Call History. 

   

You can check the data usage for your TPG internet service at any time. If you have a monthly data plan instead of an unlimited data plan, we'll also let you know when you've hit 50%, 85% and 100% of your monthly data.

Data usage isn't available if you have an unlimited data plan.

1. Log in to My Account and hit Volume Usage.
   
   Never used My Account before? Check out An Introduction to My Account.

   

2. You'll see the usage for your current billing period by default, including a graph to break down daily usage.

   

3. To see older usage, choose from the Date range drop-down menu.