My Account lets you manage your TPG account and services online, so you can take care of a lot of stuff without needing to call us.

This guide will show you how to log in to My Account and what do can do in it.

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

How to log in to My Account

  1. Go to My Account at: https://www.tpg.com.au/myaccount - or just hit the My Account button on the TPG website.

  2. Log in with the username and password for your TPG account. You'll find your username on emails from us about your TPG order, or your TPG invoice.

    Forgotten your TPG password? You can reset it at: https://tpg.com.au/password.

  3. A one-time passcode will be sent to the mobile number listed in your account’s contact details - just enter this passcode to finish logging in.

    If you can't log in or get your one-time passcode, please contact us. We can help you access your TPG account after an ID check.

 

What you can do in My Account

Get an overview of your account details

TPG Account Overview

The top section of My Account will show you your:

  • Account holder name - this is the person who gets your TPG invoice;
  • Username - you use this to log in;
  • Customer ID - also known as an account number, this will help us find your TPG account if you need to contact us;
  • Amount Payable - this shows if any payment is due.

Manage your TPG services

TPGNV Sevive Management

Your main TPG service is shown by default. If you have multiple TPG services, you can click your service to choose which one you want to manage.

The account management options you see will depend on the type of service you're managing.

Mobile services

  • Check your call usage
  • Check your data usage
  • Top up your Prepaid Balance
  • Change your mobile plan
  • Manage Voicemail, Call Barring and Call Forwarding settings
  • Turn International Roaming on or off
  • Request a PUK code for a locked SIM

5G Home Broadband or Home Wireless Broadband services

  • Check your data usage
  • Change your interent plan
  • Request to move your service to a new address
TPGNV Account Management

My Account gives you the following options to keep your TPG account information up-to-date:

  • About Me - Here you can update your contact details, add or remove additional contacts and change the password you use to log in to My Account.
  • Invoices - Get your TPG invoice, including past invoices if you need them for tax purposes.
  • Payment Details - Update your payment details or change the way you get your invoice.
  • Notifications - Check out a history of notices we've sent you about your TPG account.
  • Add New Service - Order a new service for your TPG account.
  • Linked Accounts - Manage other TPG accounts that are linked to yours - learn more
TPG Logout

The logout button is at the bottom of the menu, and the top right-hand corner of the screen. It's important that you log out once you're done if you're using a public computer, like the ones at libraries, or any device that you share with another person.

Here’s what you need to know about speeds on TPG nbn.

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

How we advertise nbn® speeds

We advertise Typical Evening Speeds for our nbn plans. Typical Evening Speeds are subject to change and are measured 7PM-11PM local time. Speeds are not guaranteed and may vary.

Note: TPG Business nbn plans measure Typical speeds during weekday business hours (9AM – 5PM local time).

TPG nbn® Fibre Typical Evening Speeds

This includes nbn FTTB/FTTN, nbn FTTC, nbn FTTP & nbn HFC services.

nbn Speed Tier Typical Evening download Speed Typical Evening upload Speed
NBN12 12Mbps 0.8Mbps
NBN25 25Mbps 4Mbps
NBN50 50Mbps 17Mbps
NBN100 100Mbps 17Mbps
NBN Home Superfast* 250Mbps 21Mbps
NBN Home Ultrafast* 800Mbps 40Mbps

*This speed option is available on nbn FTTP & nbn HFC only. A high speed modem is required.

TPG nbn® Wireless Typical Evening Speeds

nbn Speed Tier Typical Evening download Speed Typical Evening upload Speed
NBN12 9.3Mbps 0.9Mbps
NBN25 14.4Mbps 3.8Mbps

How to choose the right nbn® plan for your needs

If you already have TPG nbn, you can change your nbn plan in My Account.

nbn Fibre includes nbn FTTB/FTTN, nbn FTTC, nbn FTTP & nbn HFC services.

Speed Available on these nbn types Best for
NBN12 nbn Fibre
nbn Wireless		 For basic internet use like web browsing and email.
NBN25 nbn Fibre
nbn Wireless		 For small households and light entertainment needs.
NBN50 nbn Fibre For households with multiple devices and quality streaming.
NBN100 nbn Fibre For entertainment lovers and online gamers.
NBN Home Superfast* nbn FTTP & nbn HFC only For large households with more devices connected.
NBN Home Ultrafast* nbn FTTP & nbn HFC only For heavy-duty internet users and small businesses.

*A high speed modem is required.

Factors that may affect your nbn® speed and connection

Some factors only apply to specific types of nbn connections.

Factor nbn Wireless nbn FTTB/N & nbn FTTC nbn FTTP & nbn HFC

The quality of your modem, cables and devices
Older devices may not support the newer types of Wi-Fi. Please visit the manufacturer’s website for information about your device’s capabilities. Any damaged devices or Ethernet cables should be repaired or replaced.

 ✅ ✅ ✅

Network Congestion
Speed may be slower during periods of congestion, like when more people are using the network in the evening.

 ✅ ✅ ✅

Weather
Extreme heat or rain in your area or at the nbn Wireless base station can affect the speed of your service.

 ✅ ✅ ✅

Wi-Fi signal interference
The quality of your Wi-Fi signal may vary due to the number of devices you have connected, distance from your modem, the location of your modem, the type of Wi-Fi network (5GHz vs. 2.4GHz Wi-Fi) and any obstacles between your devices and your modem. Learn how to improve your Wi-Fi signal.

 ✅ ✅ ✅

How many devices you have connected
When too many devices are being used at the same time, particularly for large downloads or HD/4K streaming, there may not be enough bandwidth to go around. This can limit the flow of data flow for all devices and cause slow speeds.

 ✅ ✅ ✅

Which content is being accessed
Particular issues may affect a specific website or online game, such as insufficient server capacity.

 ✅ ✅ ✅

nbn® Infrastructure
Your speed can be affected by the quality and location of nbn® infrastructure, such as:

  • The length and quality of copper cables used to connect your premises to the nbn hub for nbn FTTB/FTTN & nbn FTTC.
  • The quality and location of an nbn Wireless antenna.
 ✅ ✅ ❌

nbn® Wireless Signal interference
Coverage may vary due to the nature of radio-based mobile networks. The signal may also be affected by the distance and line of sight from the network base station, building materials, and geographic features like hills, buildings and trees.

 ✅ ❌ ❌

nbn® Wireless Fair Use Policy Enforcement
If your nbn Wireless usage falls within certain parameters set by nbn®, your service may be impacted by nbn®’s enforcement of their Fair Use Policy. This means you may experience slower download or upload speeds from time to time, depending on your usage, the time of day and the type of apps you’re using.

 ✅ ❌ ❌

Latency
Latency is the amount of time it takes for data packets to go from one place to another on an internet connection, which is important for ultra-time-sensitive apps like multiplayer shooting games.

  • nbn Wireless may not be suitable for online gaming. 
  • Large files might be slow to load.
 ✅ ❌ ❌

Checking the status lights on your indoor nbn Connection Box (NCB) for nbn FTTP can be useful for troubleshooting.

You may need to check the Serial Number on your NCB to complete your order.

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

Lifting the nbn FTTP Connection Box cover

If your NCB has a cover, you can open it by, gently prising the cover away from the two clips on the bottom, then lifting the cover upwards.

nbnconboxcoverlift1_0

Once the cover is lifted, you'll see the status lights at the top of the NCB and the ports are on the bottom.

nbnconboxcoverlift2_0

 

Where to find your nbn FTTP Connection Box Serial Number

The Serial Number for your NCB is listed next to S/N on its barcode sticker.

SN_NBNNTD

 

nbn FTTP Connection Box Status lights

NDNIDU_lightsdiagram
Light State Meaning
POWER Off No power.
Red Using backup battery power from the Power Supply unit (if you have one).
Green Your NCB has power. It's normal if this light looks more orange/yellow than green.
OPTICAL Off Your NCB is disabled. Please call us on 1300 997 271 as we'll need to lodge a ticket with nbn®.
Red No connection to the network. Try troubleshooting.
Green Successful network connection. This light will flash during data transfer.
ALARM Off No devices are connected.
Red Issue detected. Try troubleshooting.
Green Your NCB is working with no issues detected.
UNI-D 1/2/3/4 Off Nothing is plugged into this port. Only one UNI-D port is active for each nbn service - usually UNI-D 1. If you don't know which UNI-D port to use, call us on 1300 997 271 and we'll help you.
Orange A device capable of up to 1000Mbps is plugged in. This light will flash during data transfer.
Green A device capable of up to 10/100Mbps is plugged in. This light will flash during data transfer.
UNI-V 1/2 Off There is no nbn Phone service, or it's not currently being used. Note: Fibre Phone is no longer sold as of 23 May 2024.
Green One or more nbn Phones are off the hook (typically because they are being used).
Flashing One or more nbn Phones have been off the hook for more than an hour. If no one is on a long phone call, hang up the phone.
UPDATE Off It's normal for this light to be off.
Red Your NCB has failed to download an update. Please call us on 1300 997 271 as we'll need to lodge a ticket with nbn®.
Green Your NCB is currently downloading an update with no issues.

 

Are the lights behaving strangely?

If you're seeing some weird behaviour such as lights for empty UNI-D ports turned on or flashing, have there been recent lightning storms in your area?

If you think your NCB, cables or other nbn equipment have been affected by a lightning strike, please call us on 1300 997 271.

A traceroute checks how data packets are sent to a specific address using your internet connection, taking note of each stop along the way. It's a good way to see the latency (delay) between different servers that make up the internet.

If you use PingPlotter, it will run a ping test and a traceroute at the same time.

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

PingPlotter on Windows

  1. Download PingPlotter at: http://pingplotter.com/download

    You don't need to buy a subscription, you can use the Free version.

  2. Open PingPlotter and hit the + (plus) icon to open a New Trace tab. 

    Windows PingPlotter ping test 1

  3. Type tpg.com.au or another address you want to to ping or traceroute, then hit Start. 

    Windows PingPlotter ping test 2

  4. Let the test run for at least 60 seconds, then hit Pause. 

    Windows PingPlotter ping test 3

  5. Hit the Print Screen (PrntScr) key on your keyboard to screenshot your test results. You can use CTRL+V to paste your screenshot into any text editor, image editor or email app.

 

PingPlotter on macOS

  1. Download PingPlotter at: http://pingplotter.com/download

    You don't need to buy a subscription, you can use the Free version.

  2. Open PingPlotter and type tpg.com.au or another address you want to ping or traceroute, then hit the Start. 

    Mac PingPlotter ping test 1

  3. Let the test run for at least 60 seconds, then hit Pause. 

    Mac PingPlotter ping test 2

  4. Use the Command ⌘+Shift+3 keys on your keyboard to screenshot your test results. You can use Command ⌘+V to paste your screenshot into any text editor, image editor or email app.

 

PingPlotter on iOS (iPhone/iPad)

  1. Open the App Store and search for 'PingPlotter" to install PingPlotter. 

    You don't need to buy a subscription, you can use the Free version.

    PingPlotter on App Store

  2. Open PingPlotter and type tpg.com.au or another address you want to ping or traceroute, then hit Start. 

    pingplotter_ios2ii

  3. Let the test run for at least 60 seconds, then hit Pause. 

    iPhone PingPlotter ping test 1

  4. Hit the Share icon and select Screenshot. 

    iPhone PingPlotter ping test 2

  5. You can choose to save your screenshot to Pictures, or share it by Mail.

Traceroute in Windows

  1. Hit Search and type "cmd" into the search bar.

    Windows 10 Search icon

  2. Open the Command Prompt app. 

    Windows CMD Prompt

  3. Type “tracert” and then hit Space on your keyboard.

  4. Type the address you want to traceroute, then hit Enter on your keyboard.

    e.g. "tracert tpg.com.au"

    Windows Trace Route

  5. Wait for the test to finish.

  6. A traceroute will test a maximum of 30 "hops". Each hop is a new server that the data passes through on its way to its destination. The first hop is your modem, and the last hop is the server for the address you've tracerouted.

    Don't worry if some hops come up as "* * * Request timed out". Some servers deliberately ignore the data packets used for traceroute tests.

  7. Three latency times (in milliseconds) will be shown before the domain or IP address for each hop. The mean average of these times is considered to be the latency for that server.

    For example, 32ms + 50ms + 33ms / 3 = a latency of 38.3 milliseconds.

    You can search online for a specific IP address to get a better idea of where it is.

    Trace Route results example

  8. To copy-paste your traceroute results: Right-click in the Command Prompt window and select Mark to turn on the cursor. You can use the up/down arrow keys on your keyboard to move the cursor to the start of the text you want to copy.

    Hold the Shift key and use the down/right arrow keys to highlight the text you want to copy, then hit the Enter key to copy the text.

    Open Word, Notepad or any other text editor or email app and use CTRL+V to paste the copied text.  

    Copy text in Command Prompt

Traceroute in macOS

  1. Open Finder and select Applications > Utilities, then open the Terminal app.

  2. Type “traceroute” and then hit Space on your keyboard.

  3. Type the address you want to traceroute, then hit Enter on your keyboard.

    e.g. "tracert tpg.com.au"
     

    Terminal traceroute tpg.com.au

  4. Wait for the test to finish.

  5. A traceroute will test a maximum of 30 "hops". Each hop is a new server that the data passes through on its way to its destination. The first hop is your modem, and the last hop is the server for the address you've tracerouted.

    Don't worry if some hops come up as "* * * Request timed out". Some servers deliberately ignore the data packets used for traceroute tests.

  6. Three latency times (in milliseconds) will be shown before the domain or IP address for each hop. The mean average of these times is considered to be the latency for that server.

    For example, 32ms + 50ms + 33ms / 3 = a latency of 38.3 milliseconds.

    You can search online for a specific IP address to get a better idea of where it is.

  7. To copy-paste your traceroute results: Click and drag the cursor to select the text you want to copy, then right-click and select Copy, or hit Command ⌘+C on your keyboard.

    Open TextEdit or any other text editor or email app and use Command ⌘+V to paste the copied text.

You may need to lodge a Statutory Declaration form in these situations:

  • Someone else’s services are already connected at a property you own or rent.
  • You need to take ownership of an account because the owner can no longer be contacted for any reason.
  • Any other situation that requires a legal statement from you.

If you don't know what to do with your Statutory Declaration, please contact us.

 

  1. Download and/or print a copy of the form here. Single or double-sided printing is fine. If you don't have access to a printer, you can get a Statutory Declaration form from your local Post Office. Alternatively, your local library may be able to help you print the form.

  2. Using a black or blue pen, fill out your Name, Address and Occupation, and then write your declaration in the space provided. If you're making a declaration as an authorised representative for a business, please state this clearly.

    Example 1: Making a declaration as an individual
    Example 2: Making a declaration as an authorised representative of a business

  3. Get your Statutory Declaration signed by a witness. A list of acceptable witnesses can be found on the Statutory Declaration form.

  4. Sign and date your form in front of your witness and then have them sign their name and title.

  5. Scan or take a photo of your Statutory Declaration form and email it to customer_service@tpg.com.au. Please include your Customer ID or TPG username in your email subject.

  6. We'll contact you about the next steps once we get your Statutory Declaration.

If your phone isn't automatically detecting TPG or Vodafone as the network carrier, you can select the network carrier manually.

Don't see a guide for your phone? Please check the manufacturer's website for a guide.

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

How to set the network carrier on an iPhone

  1. Open the Settings app. 

  2. Select Carrier. 

  3. Turn off the Automatic switch, then wait while your iPhone searches for available networks in the area. 

    iPhon carrier selection 3

  4. Tap Vodafone AU, then exit the Settings app to finish. 

    iPhone carrier selection 4

 

How to set the network carrier on Android OS

Android OS looks different depending on your phone and software version. If these steps don't work for you, please check the manufacturer's website for a guide.

  1. Open the Settings app. 

  2. Tap Network and Internet. 

    Android Settings - Network and Internet

  3. Tap SIMs, then select your TPG SIM.

    Android Settings - SIMs

  4. Scroll down and turn off the Automatically select network switch, then wait while your phone searches for available networks in the area. 

    Android Settings - Automatically select network switch

  5. Tap Vodafone AU, then exit the Settings app to finish. 

    Android Settings - Select network

If there's no communication betwen your modem and your device, then you won't be able to view websites or browse to your modem's default gateway. These steps will help identify the issue.

  1. Make sure your computer is connected to your modem by Ethernet cable or Wi-Fi.
    Note: Wi-Fi connections can't be over Guest Wi-Fi or Wi-Fi Protected Setup (WPS).

  2. Turn off your modem and your device and leave them off for at least 60 seconds.

  3. Turn them back on and wait for them to reboot. When you modem's Internet light is back on, try to browse to your modem’s default gateway.

    Internet Light example

  4. Do you have any devices connected to your modem with an Ethernet cable? If these devices can visit your modem's default gateway but devices on Wi-Fi can’t, switch to troubleshooting Wi-Fi No Connection.

  5. Do you have multiple devices to test? If some devices can get to your modem's default gateway but others can't, the devices that can't may be faulty.

    Faulty devices with a faulty wireless adapter may need to be repaired or replaced. If the device is a computer running Windows, a winsock reset may help.

  6. Still can't get to your modem's default gateway? Call us on 13 14 23 and we'll help you.

In most cases, your computer will get your DNS settings automatically. DNS may need to be set manually if you're having some browsing issues.

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

Set DNS server in Windows

  1. Log in to Windows with an Administrator account.
    If your account doesn’t have Administrator privileges, you can't change your DNS server settings.

  2. Hit Search icon and search for "Control Panel".

  3. Open the Control Panel app and select Network and Sharing Centre.
    You may need to hit Network and Internet before you see Network and Sharing Centre.

    Win10 - Network and Sharing Centre

  4. Hit Change adapter settings. 

    Win10 - Change Adaptor Settings

  5. Right-click on your active internet connection and select Properties.

    Your active internet connection may be Ethernet, Wireless Network Connection or Local Area Connection depending on how your computer is set up. 

    Win10 - Active Network Connection Properties

  6. In the Networking tab, select Internet Protocol (TCP/IP), then hit Properties. 

    Win10 - Wifi Properties

  7. Select Use the following DNS server addresses and enter these settings:

    Preferred DNS server: 203.12.160.35
    Alternate DNS server: 203.12.160.36

    Win10 - TCP/IPv4 Properties

  8. Hit OK to finish.

 

Set DNS server in macOS

  1. Hit the Apple icon in the top right-hand corner and select System Preferences.

  2. Select Network.

  3. Select your connected network (Ethernet or Wi-Fi) and then hit Advanced. 

    Mac manual DNS 1

  4. Select the DNS tab and then click the plus (+) icon in the lower left-hand corner. 

    Mac manual DNS 1

  5. For DNS Servers, enter "203.12.160.35" and then hit OK to finish.

    Mac Manual DNS 1

A TCP/IP reset can fix some browsing issues, particularly if your modem's default gateway address is starting with “169.254”.

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

TCP/IP Reset in Windows

  1. Hit Search and type "cmd" into the search bar. 

    Windows 10 TCP/IP reset 1

  2. Right-click on the Command Prompt app and select Run as administrator.
    You may need to enter an administrator password before you can continue. 

    Windows 10 TCP/IP reset 2

  3. Type “netsh int ip reset” and then hit Enter on your keyboard.

    Windows 10 TCP/IP reset 3

  4. Restart your computer to finish.

 

TCP/IP Reset in macOS

  1. Hit the Apple icon in the top right-hand corner and select System Preferences.

  2. Select Network.

  3. Select your connected network (Ethernet or Wi-Fi) and then hit Advanced. 

    Mac TCP/IP reset 1

  4. Select the TCP/IP tab and then hit Renew DHCP Lease. 

    Mac TCP/IP reset 2

  5. Click OK to finish.

Every modem has a default gateway, which is a web page where you can log in and change your modem settings. You'll find the default gateway address on your modem's barcode sticker, but if it's not working, then these steps can help you find the default gateway or identify the issue.

Common default gateway addresses include 192.168.0.1, 192.168.1.1, 192.168.20.1, and 10.1.1.1.

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

How to find your default gateway address on Windows

  1. Make sure your computer is connected to your modem by Ethernet cable or Wi-Fi.
    Note: Wi-Fi connections can't be over Guest Wi-Fi or Wi-Fi Protected Setup (WPS).

  2. Hit Search and type "cmd" into the search bar. 

    Windows 10 Search icon

  3. Open the Command Prompt app.

    Windows CMD Prompt

  4. Type “ipconfig” and then hit Enter on your keyboard.

    Command Prompt ipconfig

  5. Scroll through the test results. If your computer is connected to your modem by Ethernet cable, look for a heading that says Ethernet adapter Local Area Connection.

    If you're on Wi-Fi, look for Wireless LAN Local Area Connection.

    Ignore any results that say “Media Disconnected” - these are saved settings for adapters that aren't currently being used.

  6. Your default gateway address will be listed next to Default Gateway, e.g. "192.168.0.1" means your default gateway address is "http://192.168.0.1".

    Important: If the default gateway begins with “169.254”, then your modem isn't getting a response from the DHCP server. You should reset your TCP/IP settings and if the issue persists, reset your network adapter.

    Command Prompt Default Gateway

  7. Open your web browser and go to your default gateway address. You should see a login page - you can find the default username and/or password on your modem's barcode sticker. If you have custom login details, you'll need to use those instead.

    Don't see a login page? Check out Troubleshoot no communication between your modem and device.

    Forgotten your custom login details? You'll need to factory reset your modem and set it up again.

 

How to find your default gateway address on macOS

  1. Make sure your computer is connected to your modem by Ethernet cable or Wi-Fi.
    Note: Wi-Fi connections can't be over Guest Wi-Fi or Wi-Fi Protected Setup (WPS).

  2. Hit the Apple icon in the top left-hand corner and choose System Preferences.

  3. Select Network. 

    Mac Network Utility

  4. If your computer is connected to your modem by Ethernet cable, select Ethernet and your default gateway address will be listed next to Router, e.g. "192.168.2.1" means your default gateway address is "http://192.168.2.1".

    If you're on Wi-Fi, select Wi-Fi, then hit Advanced and select TCP/IP. Your default gateway address will be listed next to Router, e.g. "192.168.2.1" means your default gateway address is "http://192.168.2.1".

    Important: If the default gateway begins with “169.254”, then your modem isn't getting a response from the DHCP server. You should reset your TCP/IP settings and if the issue persists, restart Wi-Fi/Airport.

    Mac Default Gateway

  5. Open your web browser and go to your default gateway address. You should see a login page - you can find the default username and/or password on your modem's barcode sticker. If you have custom login details, you'll need to use those instead.

    Don't see a login page? Check out Troubleshoot no communication between your modem and device.

    Forgotten your custom login details? You'll need to factory reset your modem and set it up again    .