• How to set the network carrier on an iPhone
• How to set the network carrier on Android OS

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. 

   

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

   

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. 

   

3. Tap SIMs, then select your TPG SIM.

   

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

   

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

   

• Set DNS server in Windows
• Set DNS server in macOS

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.

   

4. Hit Change adapter 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. 

   

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

   

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. 

   

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

   

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

   

• TCP/IP Reset in Windows
• TCP/IP Reset in macOS

TCP/IP Reset in Windows

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

   

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. 

   

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

   

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. 

   

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

   

5. Click OK to finish.

• How to find your default gateway address on Windows
• How to find your default gateway address on macOS

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. 

   

3. Open the Command Prompt app.

   

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

   

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.

   

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. 

   

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.

   

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.

• Common addresses to ping
• PingPlotter on Windows
• PingPlotter on macOS
• PingPlotter on iOS (iPhone/iPad)
• Ping test in Windows
• Ping test in macOS
• Understanding ping test results

Common addresses to ping

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. 

   

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

   

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

   

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. 

   

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

   

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.

   

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

   

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

   

4. Hit the Share icon and select Screenshot. 

   

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

Ping test in Windows

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

   

2. Open the Command Prompt app. 

   

3. Type “ping” then hit Space on your keyboard. 

4. Type the address you want to ping, then hit Enter on your keyboard.
   
   e.g. "ping tpg.com.au"

   

5. Wait for the ping results.

   

   If a ping test fails, you'll get a "Request timed out", "Destination host unreachable", or "Transmit failed, error code #" messge instead of ping results. You may need to troubleshoot your internet if a ping test fails.

   With some browsing issues, you may be able to ping a DNS server, but not a web address. If this is the case, you should try manually setting your DNS server.

6. To copy-paste your ping results: Highlight the text results and simply press the Enter key.
   
   Note: For Windows 10, 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.  

Ping test in macOS

1. Hit Search and type “network utility” in the search bar.

2. Open the Network Utility app.
   You can also find this app at /System/Library/CoreServices/Applications.

   

3. Select the Ping tab and type the address you want to ping, then hit Ping.

   

4. Wait for the ping results.

   If a ping test fails, you'll get a "Request timed out", "Destination host unreachable", or "Transmit failed, error code #" messge instead of ping results. You may need to troubleshoot your internet if a ping test fails.

   With some browsing issues, you may be able to ping a DNS server, but not a web address. If this is the case, you should try manually setting your DNS server.

5. To copy-paste your ping 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.

Understanding ping test results

Ping test results are similar for both Windows and macOS.

1. If a ping test is successful, it means that your computer was able to connect to that address.

2. You’ll see a "reply" listed for each data packet sent in the ping test, and how long it took.
   A Windows ping test will typically send 4 packets; a macOS ping test may send more.  

   

3. The statistics will show if any data packets were lost during the ping test.

   

• Network congestion
• Local congestion

Network congestion

Network congestion is temporary, and it depends on the current usage of the entire network. When we say 'network', this can mean any part of the physical network infrastruture that connects the internet outside your house, across Australia, and worldwide.

Sometimes network congestion can be a result of an outage or planned maintenance on this infrastructure. Websites like Is It Down Right Now? will help you check. If you're particularly tech-savvy, running a traceroute can show you which servers are running slow.

You're most likely to have experience network congestion in the evenings, when everyone is more likely to be at home and using their internet.

Network congestion isn't a 'you' problem and one person's usage can't make or break a whole network in terms of congestion, so don't worry too much about how you use your internet service. We're always working to improve performance on parts of the network that are within our control.

Local congestion

Local congestion is all about the connections between your devices and your modem.

If too many devices are apps are running at the same time, there may not be enough internet speed (or bandwidth) to go around. Think of bandwidth like a pizza - if you cut it in half, the slices are massive. If you cut it into ten slices, the slices are little.

Note: Realistically, the size of the pizza slices will vary depending on the abilities of the connected device or the type of app its running, but you get the idea.

If you're worried about local congestion, try these tips:

• Try to schedule big downloads or game patches to run overnight or anytime you're not using your internet for other stuff.
• Close any unnecessary background apps and turn off any internet-connected devices you're not using.
• Check our website or give us a call to see if there's a faster internet plan or a faster type of interent service available at your address.

• Lost or stolen phones
• How to order a replacement SIM
• Physical SIM sizes

Lost or stolen phones

If your phone, tablet or other mobile device has been lost or stolen, please call us on 1300 993 019 and we can help you with IMEI Blocking and a replacement SIM.

How to order a replacement SIM

If you have locked or lost your SIM, or you have a new phone that needs a new SIM, you have the following options:

• Physical SIM - Call us on 1300 993 019 to order a new physical SIM for $10 (price includes delivery).
   
• eSIM - If you have an eSIM compatible device, you can log in to My Account and select eSIM Swap to order a new eSIM. No fees apply. Learn more.

Physical SIM sizes

When a physical SIM is ordered, we supply a triple-cut Standard/Micro/Nano SIM so you can pop out the size you need.

Not sure which SIM size you need? Check the manufacturer's website for your phone's tech specs.