| TPG Support

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:

How to update your contact details in My Account
How to add, edit or remove an additional contact in My Account

How to update your contact details in My Account

Log in to My Account and hit About Me, then Edit contact information.
Never used My Account before? Check out An Introduction to My Account.
Update your Address, Phone, or Email as needed and hit Update contact information to save.

You won't be able to save if Phone number is left blank.

How to add, edit or remove an additional contact in My Account

Log in to My Account and hit About Me, then go to the ADDITIONAL CONTACTS tab.
To add a contact, hit Add Contact.
Fill out the form with the Contact Type, Date of Birth, First name, Last name, Address, Phone and Email, then hit Add additional contact to save.

You won't be able to save if Address is left blank.
Once you have additional contacts, you can hit Edit to update their details at any time on the ADDITIONAL CONTACTS tab.
To delete an additional contact, just hit Remove, then Delete Contact to confirm your decision. A Delete Contact button is also available on the Edit page.

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.

Log in to My Account and hit Payment Details.
You’ll see your current Payment Method. Hit Edit Payment Method.
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.
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.

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

Log in to My Account and hit Invoices.
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.
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.

Log in to My Account and hit Volume Usage.

Never used My Account before? Check out An Introduction to My Account.
You'll see the usage for your current billing period by default, including a graph to break down daily usage.
To see older usage, choose from the Date range drop-down menu.

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
What you can do in My Account

Get an overview of your account details
Manage your TPG services

Mobile services
5G Home Broadband or Home Wireless Broadband services

Manage your TPG Account
Log out

How to log in to My Account

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

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

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

Manage your TPG Account

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

Log out

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

TPG nbn® Fibre Typical Evening Speeds
TPG nbn® Wireless Typical Evening Speeds

How to choose the right nbn® plan for your needs
Factors that may affect your nbn® speed and connection

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
Where to find your nbn FTTP Connection Box Serial Number
nbn FTTP Connection Box Status lights
Are the lights behaving strangely?

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.

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

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.

nbn FTTP Connection Box Status lights

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
PingPlotter on macOS
PingPlotter on iOS (iPhone/iPad)
Traceroute in Windows
Traceroute in macOS

PingPlotter on Windows

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

You don't need to buy a subscription, you can use the Free version.
Open PingPlotter and hit the + (plus) icon to open a New Trace tab.
Type tpg.com.au or another address you want to to ping or traceroute, then hit Start.
Let the test run for at least 60 seconds, then hit Pause.
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

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

You don't need to buy a subscription, you can use the Free version.
Open PingPlotter and type tpg.com.au or another address you want to ping or traceroute, then hit the Start.
Let the test run for at least 60 seconds, then hit Pause.
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)

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.
Open PingPlotter and type tpg.com.au or another address you want to ping or traceroute, then hit Start.
Let the test run for at least 60 seconds, then hit Pause.
Hit the Share icon and select Screenshot.
You can choose to save your screenshot to Pictures, or share it by Mail.

Traceroute in Windows

Hit Search and type "cmd" into the search bar.
Open the Command Prompt app.
Type “tracert” and then hit Space on your keyboard.
Type the address you want to traceroute, then hit Enter on your keyboard.

e.g. "tracert tpg.com.au"
Wait for the test to finish.
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.
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.
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.

Traceroute in macOS

Open Finder and select Applications > Utilities, then open the Terminal app.
Type “traceroute” and then hit Space on your keyboard.
Type the address you want to traceroute, then hit Enter on your keyboard.

e.g. "tracert tpg.com.au"
Wait for the test to finish.
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.
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.
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.

How to lodge a Statutory Declaration

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.
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
Get your Statutory Declaration signed by a witness. A list of acceptable witnesses can be found on the Statutory Declaration form.
Sign and date your form in front of your witness and then have them sign their name and title.
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.
We'll contact you about the next steps once we get your Statutory Declaration.