• Call Barring
• Number Display/Number Block
• Directory Listing
• Call Forwarding/Diverting
• Call Waiting
• Caller ID

Call Barring

Call Barring stops your TPG Voice service from making specific types of calls.

All Call Barring types are turned off by default, but you have these options:

• Bar outgoing long distance (STD) calls
• Bar outgoing calls to Australian mobile phones
• Bar outgoing International calls

1. Log in to My Account and hit View nbn Home Phone Service Account.
   Note: You may see a View nbn Digital Voice Service Account button instead.

   

2. Hit nbn Home Phone Service Control Panel.

3. Under "Call Barring", you can change each type of call barring to barred if you want to turn it on, or not barred if you want to turn it off.

   

Number Display/Number Block

Number Display/Number Block blocks your phone number from being shown to the person you’re calling. 

Number Display/Number Block is turned off by default.

1. Log in to My Account and hit View nbn Home Phone Service Account.
   Note: You may see a View nbn Digital Voice Service Account button instead.

   

2. Hit nbn Home Phone Service Control Panel.

3. Under "Number Display/Number Block", you can change the option to blocked if you want to turn it on, or displayed if you want to turn it off.

   

Directory Listing

Directory Listing changes the way your TPG phone number is listed in public directories like the White Pages and Directory Assisted Services:

• Listed: Your name, phone number and address are listed in directories.
• Silenced: Your phone number is not listed in directories.

Directory Listing is set to Silenced by default.

1. Log in to My Account and hit View nbn Home Phone Service Account.
   Note: You may see a View nbn Digital Voice Service Account button instead.

   

2. Hit nbn Home Phone Service Control Panel.

3. Under "Directory Listing", you can change the option to listed if you want your phone number to be listed in directories, or silenced if you don't want to be in directories.
   
   Any changes may take up to 5 business days to show on directories.

   

Call Forwarding/Diverting

Call Forwarding lets you divert calls to TPG Voice number to a different Australian phone number. Standard rates apply for all forwarded calls.

Note: You can't forward calls to an international number.

All Call Forwarding/Diverting types are turned off by default, but you have these options:

• Divert all incoming calls
• Divert if no reply (after 4-39 seconds)
• Divert if busy

1.  Log in to My Account and hit View nbn Home Phone Service Account.
   Note: You may see a View nbn Digital Voice Service Account button instead.

   

2. Hit nbn Home Phone Service Control Panel.

3. Under "Call Forwarding/Diverting", enter a destination phone number to turn that type of call forwarding on.
   
   For Divert if no reply, you'll also need to enter a Delay time between 4-39 seconds.

   

Call Waiting

If someone calls you while you’re already on a call, Call Waiting lets you to put them on hold. To use Call Waiting your phone needs to have a "Recall" of "Flash" button.

Call Waiting is turned on by default and currently, it can't be turned off in My Account.

Caller ID

Caller ID lets you see the phone number of the person who's calling you. It's included by default.

• Set up nbn® Home Phone
• Troubleshoot your nbn® Home Phone calls
• Troubleshoot call dropouts on your nbn® Home Phone

Set up nbn® Home Phone

1. First, make sure you’ve got a message from us asking you to plug in your nbn modem. We need to get your connection ready on our side before you plug in.
2. Find your nbn Connection Box (NCB) – this is usually installed on the inside of an exterior wall in your home, sometimes in the garage.
3. Use a phone cable to plug your phone into the NCB's UNI-V1 port.
   If you need you use the UNI-V2 port instead, we'll let you know.
   
4. (Optional) Some homes have smart wiring, where internal Ethernet cables have been installed by an ACMA-approved electrician. If this is the case, you'll have Ethernet sockets on the wall near your NCB, and in other rooms of your home.
   
   You can use additional RJ11 phone cables to connect your NCB's UNI-V1 port to the Ethernet wall socket near your NCB, then plug your phone into the corresponding Ethernet wall socket in another room.
   
   Note: The UNI-V port should never be connected to a network switch or router.
   

Troubleshoot your nbn® Home Phone calls

If you can't make or get calls on your nbn Home Phone service, these steps will help you identify the issue.

1. Is your internet working? Your phone service can't work without internet.
   
   You can check your address for an internet outage or planned maintenance on nbn®'s Network status and outages page and our Network Status page.

2. Find your nbn Connection Box (NCB) and make sure your phone and all cables are plugged in securely and not damaged.

   You’ll need to replace any broken or chewed cables. If your phone is damaged, please replace it or contact the seller for a warranty claim.

3. Make sure your phone has power.
   
   Wireless phones may have batteries that need to be recharged or replaced.

4. Does your home have smart wiring? Some homes have smart wiring, where you'll have Ethernet sockets on the wall near your NCB, and in other rooms of your home.
   
   If your phone is plugged in via smart wiring, unplug it and plug it directly into your NCB's UNI-V1 port, then make a test call.
   
   Note: If your nbn Home Phone is already set up to use the UNI-V2 port, use that port instead.
   
   If calls work when your phone is plugged into the nbn Connection Box but not when it's plugged in via smart wiring, there may be a problem with your smart wiring that needs to be repaired by an ACMA-licensed electrician.

   

5. Turn off your NCB’s power outlet for at least 5 minutes.

6. Turn the outlet back on and wait for your nbn modem’s Internet light to come on, then make a test call.
   

7. Still can’t make or get calls? Use another phone to call us on 1300 997 271 or contact us on our Live Chat and we'll help you.

Troubleshoot call dropouts on your nbn® Home Phone

If your nbn Home Phone is having call dropouts, it means your calls will disconnect unexpectedly. These steps will help you identify the issue.

1. Is your internet dropping out? Your phone service can't work without internet.
   
   You can check your address for an internet outage or planned maintenance on nbn®'s Network status and outages page and our Network Status page.

2. Find your nbn Connection Box (NCB) and make sure your phone and all cables are plugged in securely and not damaged.

   You’ll need to replace any broken or chewed cables. If your phone is damaged, please replace it or contact the seller for a warranty claim.

3. Are you using a wireless phone? Make sure that your phone's battery is charged, and that you're staying within range of the phone's base station during the call.

4. Does your antivirus/anti-malware software use a firewall? Temporarily disable the firewall and make a test call. If the dropouts stop, then the firewall may be blocking the internet traffic for your VoIP phone calls.

   Contact your software’s Customer Support if you need help to disable a firewall, or changing your firewall settings to allow VoIP calls.

5. Does your home have smart wiring? Some homes have smart wiring, where you'll have Ethernet sockets on the wall near your NCB, and in other rooms of your home.
   
   If your phone is plugged in via smart wiring, unplug it and plug it directly into your NCB's UNI-V1 port, then make a test call.
   
   Note: If your nbn Home Phone is already set up to use the UNI-V2 port, use that port instead.
   
   If calls are fine when your phone is plugged into the nbn Connection Box but they drop out when it's plugged in via smart wiring, there may be a problem with your smart wiring that needs to be repaired by an ACMA-licensed electrician.

   

6. Still getting call dropouts? Use another phone to call us on 13 14 23 or contact us on our Live Chat and we'll help you.

• Call Barring
• Number Display/Number Block
• Directory Listing
• Call Forwarding/Diverting
• Call Waiting
• Caller ID

Call Barring

Call Barring can stop your phone service from making specific types of calls.

All Call Barring types are turned off by default, but you have these options:

• Bar outgoing long distance (STD) calls
• Bar outgoing calls to Australian mobile phones
• Bar outgoing International calls

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

2. Hit View NBN Digital Voice Service Account.

   

3. Hit NBN Digital Voice Service Control Panel.

4. Under "Call Barring", you can change each type of call barring to barred if you want to turn it on, or not barred if you want to turn it off.

   

Number Display/Number Block

Number Display/Number Block blocks your phone number from being shown to the person you’re calling. 

Number Display/Number Block is turned off by default.

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

2. Hit View NBN Digital Voice Service Account.

   

3. Hit NBN Digital Voice Service Control Panel.

4. Under "Number Display/Number Block", you can change the option to blocked if you want to turn it on, or displayed if you want to turn it off.

   

Directory Listing

Directory Listing changes the way your TPG phone number is listed in public directories like the White Pages and Directory Assisted Services:

• Listed: Your name, phone number and address are listed in directories.
• Silenced: Your phone number is not listed in directories.

Directory Listing is set to Silenced by default.

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

2. Hit View NBN Digital Voice Service Account.

   

3. Hit NBN Digital Voice Service Control Panel.

4. Under "Directory Listing", you can change the option to listed if you want your phone number to be listed in directories, or silenced if you don't want to be in directories.
   
   Any changes may take up to 5 business days to show on directories.

   

Call Forwarding/Diverting

Call Forwarding lets you divert calls to TPG Voice number to a different Australian phone number. Standard rates apply for all forwarded calls.

Note: You can't forward calls to an international number.

All Call Forwarding/Diverting types are turned off by default, but you have these options:

• Divert all incoming calls
• Divert if no reply (after 4-39 seconds)
• Divert if busy

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

2. Hit View NBN Digital Voice Service Account.

   

3. Hit NBN Digital Voice Service Control Panel.

4. Under "Call Forwarding/Diverting", enter a destination phone number to turn that type of call forwarding on.
   
   For Divert if no reply, you'll also need to enter a Delay time between 4-39 seconds.

   

Call Waiting

If someone calls you while you’re already on a call, Call Waiting lets you to put them on hold. To use Call Waiting your phone needs to have a "Recall" of "Flash" button.

Call Waiting is turned on by default and currently, it can't be turned off in My Account.

Caller ID

Caller ID lets you see the phone number of the person who's calling you. It's included by default.

• How to turn IMEI Blocking on
• How to turn IMEI Blocking off

How to turn IMEI Blocking on

1. Just call us on 1300 997 273. If you're not the account holder, then get the account holder to call us instead.
2. Your request may take up to 24 hours to complete.
   Note: We also recommend ordering a replacement SIM so you can use your TPG Mobile service in a different phone.

How to turn IMEI Blocking off

If you get your phone back, follow these steps:

1. Get your phone's IMEI Number by calling *#06# from your phone. The IMEI Number will be shown on your phone screen.
   An International Mobile Equipment Identity (IMEI) Number is a unique code assigned to your phone. It will also be printed on your phone's barcode sticker or the SIM tray, if your phone has one:
   
2. Call us on 1300 997 273. If you're not the account holder, then get the account holder to call us instead.
3. Your request may take up to 24 hours to complete.

• Important facts about International Roaming
• How to turn on International Roaming
• How to turn off International Roaming
• How to use your mobile service while roaming
• How to call someone who's roaming
• Data charges while roaming
• Call charges while roaming
• SMS/MMS charges while roaming
• Alternatives to International Roaming

Important facts about International Roaming

• International Roaming is turned on by default on all TPG Mobile services sold after 13 September 2023.
• All International Roaming is charged out of your Prepaid Balance. If you don't have enough Prepaid Balance, you won't be able to use your TPG Mobile service overseas until you top up your Prepaid Balance.
• International Roaming is expensive. In addition to higher rates for calls, SMS/MMS and data, you're also charged for receiving calls and MMS. Rates are subject to change - you can look them up on our website.
• You're responsible for all charges accrued by using your mobile service overseas, just like you are when you’re in Australia.
• International Roaming usage info may take up to 48 hours to reach us, which means you won't see up-to-date mobile usage in My Account. To check your usage, just log in and hit Mobile Usage like you would in Australia.
• International Roaming may not be available in some destinations. Mobile data, SMS/MMS, or calls may not work on certain overseas networks, or may not work with your phone because it uses a different frequency.
• Network quality, coverage and capability can vary greatly depending on where you are.
• We recommend using alternatives to International Roaming instead.

How to turn on International Roaming

Important: Make sure International Roaming is turned on before you leave Australia. If you need to turn on International Roaming after leaving Australia, please call us on +61 2 9007 3023 from any phone.

1. Make sure that you understand the rates in your destination.

2. Log in to My Account and hit Settings.

3. Set the International Roaming switch to ON.

   

4. Hit Enable International Roaming. You'll get an email/SMS to confirm that International Roaming is turned on.
   
   Don't forget to top up your Prepaid Balance to pay for your International Roaming usage.

   

How to turn off International Roaming

1. Log in to My Account and hit Settings.
   
   Can't log in to My Account? Please call us on +61 2 9007 3023 from any phone.

2. Set the International Roaming switch to OFF. You'll get an email/SMS to confirm that International Roaming is turned off.

   

How to use your mobile service while roaming

1. Once you arrive at your destination, make sure roaming is turned on in your phone settings.

2. If International Roaming is turned on, your phone should automatically connect to a compatible network.
   
   Don't see any network at the top of your phone screen? Try restarting your phone, or follow this guide to manually select a network carrier. Different network carriers will be available in different destinations.

3. To make local calls, simply dial the phone number and include any local area codes.

4. To make international calls, including calls to Australia, the dialling code should replace the first zero in the phone number. For example, “08 1234 5678” would be dialled as “+618 1234 5678”.
   
   If the first digit of the phone number is not a zero, then just put the dialling code before the entire phone number.

5. To get your voicemail, just dial 121 from your phone.
   
   You can also dial +61414121121 using another phone service and follow the prompts to enter your mobile number and voicemail PIN.

How to call someone who's roaming

If you're in Australia: Just call their mobile number as usual.

If you're also outside Australia: Replace the first zero in their mobile number with the Australian dialling code, +61. For example, “04 0123 4567” would be dialled as “+614 0123 4567”.

Data charges while roaming

While roaming, all data usage is charged in 10kB increments. A data session starts when any internet activity begins on your phone, and ends when:

• you turn your mobile device off;
• turn your mobile data off;
• you switch your phone to flight mode;
• you lose network reception; or
• your phone hasn't sent or received data for a period of time.

Call charges while roaming

While roaming, all calls are all charged in 60-second increments, with a minimum charge of 60 seconds. This charge also applies if you receive a call while roaming, as it covers the cost of re-routing the call from Australia.

Rates vary according to the Zone you're in, which you can look up on our website.

You won't be charged if you don't answer an incoming call.

SMS/MMS charges while roaming

Rates vary according to the Zone you're in, which you can look up on our website.

SMS are the original text message, while MMS includes multimedia like pictures and video.

Alternatives to International Roaming

• Local SIM: If your phone is unlocked, you can buy a SIM from a local mobile provider when you arrive at your destination.
   
• Travel SIM: You can buy a Travel SIM to use overseas, and some Travel SIMs may let you to pay with Australian dollars. If you're buying a Travel SIM, make sure there's enough time for the SIM to be delivered before you leave Australia. 
   
• Wi-Fi: You can use the internet over Wi-Fi without using your mobile data. To stop mobile data being used, turn off mobile data in your phone settings. Apps like Skype and WhatsApp can also be used to make calls and send messages over Wi-Fi.

• Can't send any SMS or MMS
• Can't send MMS
• TPG Mobile APN settings
• TPG Mobile MMS settings

Can't send any SMS or MMS

1. Your service may just be affected by an outage or planned maintenance. You can check our Network Status page.
   
   If there is an outage or planned maintenance, the results will give you an estimated fix time.

2. Even if you're in the TPG mobile coverage area, certain locations may have a weak mobile signal, like basements, underground tunnels, or large shopping centres.
   
   Try sending an SMS/MMS while outside.

3. Are you trying to SMS/MMS an international mobile number? Some international mobile networks just don't support SMS/MMS. If this is the case, you'll need to use an instant messaging app like Messenger, or email.

   If you know that SMS/MMS works in the destination you're sending it to, then check how the mobile number is dialled or saved in your mobile contacts:
   
   - The dialling code should replace the first zero in a mobile number. For example, a London mobile number "07937123123" should be "+447937123123".
   - If the first digit of the mobile number is not a zero, then just put the dialling code before the entire mobile number.

4. If your handset displays an error message like "No Network", "No Service" or "Select Network", follow this guide to manually select your carrier.
   
   Try sending another SMS/MMS after your carrier is selected.

5. Make sure your phone settings have the SMSC (Short Message Service Centre) or MCN (Message Centre Number) set to "+61415011501".
   
   If you can't find your phone in the Vodafone device guides, check the manufacturer's website or run a Google search for a guide on how to do this.

6. Do you have another phone that fits your TPG SIM? If you can send SMS/MMS on one phone but not another, the phone that can't send SMS/MMS may be damaged or faulty.
   
   Faulty phones need to be repaired or replaced. Contact the seller for a warranty claim.

7. Still can’t send SMS? Call us on 1300 993 019 and we'll help you out.
   
   If you can send SMS but not MMS, try the steps below.

Can't send MMS

If you can send SMS but MMS isn't working, try these steps:

1. Make sure the MMS file size, especially video MMS, doesn't exceed the file size limit allowed by your phone.
   
   You'll usually get a popup on your phone telling you if the file is too big.

2. Make sure mobile data is turned on in your phone settings. If mobile data is off, MMS may not work properly.
   
   Check the manufacturer's website or run a Google search if you're not sure how to do this on your phone.

3. Make sure your phone has the following MMS settings:
   
   APN: live.vodafone.com
   MMSC: http://pxt.vodafone.net.au/pxtsend
   MMS Proxy: 10.202.2.60
   
   If you can't find your phone in the Vodafone device guides, check the manufacturer's website or run a Google search for a guide on how to do this.

4. Still can’t send MMS? Call us on 1300 993 019 and we'll help you out.

TPG Mobile APN settings

Most phones will automatically detect your APN based on your SIM, and you won't need (or be able) to adjust these settings.

If your phone asks you to choose from a list of providers, pick Vodafone.

• Name: VF WEB
• APN: live.vodafone.com
• APN type: default
• MCC: 505
• MNC: 3

TPG Mobile MMS settings

Most phones will automatically detect your MMS settings based on your SIM, and you won't need (or be able) to adjust these settings.

• Name: Vodafone AU-MMS
• APN: hos
• APN type: mms
• MMSC: http://pxt.vodafone.net.au/pxtsend
• MMS Proxy: 10.202.2.60
• MMS Port: 8080
• MCC: 505
• MNC: 3