If you're having trouble with calls on your TPG Mobile service, these steps will help you identify the issue.

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

Can't make or receive any calls

  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 making a call while outside.

  3. Make sure that Flight Mode or Airplane Mode is turned off:
     
    - On Android phones, use two fingers to swipe down from the top of the screen and then tap the Flight Mode icon to turn it on or off.

    Flight Mode icon on Android OS

    - On iPhones, swipe down from the top right of the screen and then tap the Airplane Mode icon to turn it on or off.

    Airplane icon on iOS

  4. Make sure that Do Not Disturb mode is turned off:
     
    - On Android phones, please follow this guide from Google Support.

    - On iPhones, please follow this guide from Apple Support.

  5. Log into My Account and hit Settings, then the plus (+) icon next to Call Barring. Make sure that Bar All Outgoing Calls is turned off.

  6. Turn your phone off, wait two minutes, and then turn it on again. After your phone has restarted, try making a call again.

  7. Does your phone show a message like "No Network", "No Service" or "Select Network"? Follow this guide to manually select your carrier.

  8. Does your phone show "Line 2"? Hold the # key on your phone until a message like “Change Phone Line” comes up on the screen, and then hit OK.

    If this doesn't work, check the manufacturer's website for a guide on how to turn off Line 2.

    Line 2 is a feature like Call Waiting that is used by some international networks, but it doesn't work in Australia and it will stop you from making calls.

  9. Do you have another phone that fits your TPG SIM? If you can make calls on one phone but not another, the phone that can't make or calls may be damaged or faulty.

    Faulty phones need to be repaired or replaced. Contact the seller for a warranty claim.

  10. Still can’t make calls? Use another phone to call us on 1300 993 019 or contact us on Live Chat and we'll help you.

 

Can’t make International calls

If you can call local or Standard National numbers but you can’t call International numbers, try these steps:

  1. Log into My Account and hit Settings, then the plus (+) icon next to Call Barring. Make sure that Bar All Outgoing International Calls is turned off.
  2. Make sure that the number is dialled correctly:

    - 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.
  3. Make sure that the number you’re calling isn’t for a High Risk Calling Destination as these are blocked by default.

    If you need to call a high risk destination, please call us on 1300 993 019.
  4. Some TPG Mobile plans have a monthly quota for International Minutes, or only include International calls for select destinations.

    You can check your International Minutes in My Account by selecting Mobile Usage.
     
    If you’ve used all your International Minutes or you’re trying to call a destination that isn’t included on your TPG Mobile plan, you can Top up your Prepaid Balance to make the call at standard rates.

 

Can’t make premiums calls

Calls to premium numbers starting with 19, 1900, 1901 or 1902 aren't available on TPG Mobile. There is no way to make these calls.

If your Wi-Fi connection is having dropouts, it means that your Wi-Fi will lose connection intermittently while devices connected to your modem by Ethernet cable will stay connected. These steps will help you identify the issue.

  1. Turn off your Wi-Fi devices off for at least 60 seconds, then turn them back on again.

    You can use a Restart option if your device has one.

  2. Find your Wi-Fi modem and turn off its power outlet for at least 60 seconds.

  3. Turn the outlet back on and wait for your modem’s Internet light to come on, then see if your Wi-Fi drops out again.

    Internet Light example

  4. When your Wi-Fi drops out, make sure that laptop, phone or tablet is still connected to your Wi-Fi network. You may need to move closer to your modem because your device will automatically disconnect if the Wi-Fi is out of range.

    If you need to connect a device to your Wi-Fi network again, you'll find the default Wi-Fi name (SSID) and password on your modem's barcode sticker.

    Do you have a custom Wi-Fi name or password? Our basic Wi-Fi settings guide for TPG modems will help you change your Wi-Fi details. If your modem isn't from TPG, you should be able to find help on the manufacturer's website.

    Modem barcode sticker example - WiFi details

  5. If your Wi-Fi only drops out in certain parts of your home, check out our guide on improving Wi-Fi signal.

  6. Do you have multiple devices connected to your Wi-Fi? If some devices get Wi-Fi dropouts in the same location while others don't, the devices that gets dropouts may have a faulty wireless adapter.

    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.

  7. Still can't connect to the Wi-Fi? If you have a TPG modem, please call us on 13 14 23 and we'll help you out.

    If you have a third-party modem, please check the manufacturer's website for support.

If your Wi-Fi connection is down, it means that devices connected to your modem by Ethernet cable will still be able to get online while devices on Wi-Fi can't. These steps will help you identify the issue.

  1. Make sure that Wi-Fi isn't turned off on your laptop, phone or tablet.

    Some laptops have a Wi-Fi switch or button that may have been pressed accidentally. Phones and tablets will have an option to turn off Wi-Fi in their Wi-Fi settings.

    iOS WiFi button setting

  2. Make sure that Wi-Fi isn't turned off on your modem.

    Some modems have a Wi-Fi button that may have been pressed accidentally.

    TG-789 Broadband Gateway WiFi button

  3. Make sure that laptop, phone or tablet is still connected to your Wi-Fi network. You may need to move closer to your modem because your device will automatically disconnect if the Wi-Fi is out of range.

    If you need to connect a device to your Wi-Fi network again, you'll find the default Wi-Fi name (SSID) and password on your modem's barcode sticker.

    Do you have a custom Wi-Fi name or password? Our basic Wi-Fi settings guide for TPG modems will help you change your Wi-Fi details. If your modem isn't from TPG, you should be able to find help on the manufacturer's website.

    Modem barcode sticker example - WiFi details

  4. If you only lose your Wi-Fi connection in certain parts of your home, check out our guide on improving Wi-Fi signal.

  5. Do you have multiple devices connected to your Wi-Fi? If some devices can connect but others can't, the devices that can't connect may have a faulty wireless adapter.

    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 connect to the Wi-Fi? If you have a TPG modem, please call us on 13 14 23 and we'll help you out.

    If you have a third-party modem, please check the manufacturer's website for support or contact the seller for a warranty claim.

These steps will work for all TPG modems.

Wi-Fi usually has a range of 30 metres indoors, but this can be reduced by walls and other obstacles between your devices and your modem.

  1. Make sure your modem is in a clear, central location in your home, on a desk or shelf without much clutter.

    Modems should not be placed on the ground, shut in cabinets, or crowded by other objects.

  2. Most modems have two Wi-Fi networks: the newer, faster 5GHz Wi-Fi and the older, slower 2.4GHz Wi-Fi. Switching to 5GHz Wi-Fi can give you better Wi-Fi speeds with less interference from microwaves, baby monitors and other devices that use 2.4GHz Wi-Fi.

    If you have a modem with a "band steering" feature, your devices will automatically connect to the 5GHz Wi-Fi whenever possible.

    If your modem's barcode sticker has a separate Wi-Fi Name (SSID) with "5G" in its name, you may need to connect to 5GHz Wi-Fi manually.

    Modem barcode sticker example 5GHz WiFi

  3. If you have a TPG modem with custom Wi-Fi network names, our TPG Modem Basic Wi-Fi Settings guide will help you get into the Wi-Fi settings and find the name of the 5GHz Wi-Fi network.

    If you have a third-party modem, please check the manufacturer's website for a guide.

  4. If you have a larger home, a standard Wi-Fi signal may not be enough to cover your property. Please consider further options such as:
    - A Wi-Fi extender;
    - A wireless mesh network;
    - Ethernet cabling or smart wiring.

Here's everything you need to know about TPG Fibre, our very own Fibre to the Building (FTTB) internet service.

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

Where is TPG Fibre available?

TPG Fibre is available in select buildings nationwide. You can check your address on our website.

 

How is TPG Fibre connected?

Fibre optic cable will run to your building's Main Distribution Frame (MDF), which is typically in the basement or a locked telecommunications cabinet. From there, copper wiring will run to a wall socket in each unit within the building.

TPG FTTB network diagram

 

We'll send you a modem when you order TPG Fibre. BYO modems aren't supported on TPG Fibre but you can connect your own Wi-Fi router to your TPG modem if you'd like.

Some connections need a Network Termination Unit (NTU), which is an extra device your modem plugs into before plugging into the wall. If you need one, we'll deliver it with your TPG modem.

Note: If you move out, please leave your NTU behind. It won't be useful at your new place.

You'll also need a phone to plug into your modem if you want to use your TPG Voice service.

 

TPG Voice is a VoIP (Voice over Internet Protocol) phone service that uses your internet connection to make phone calls.

 

Most connections are done within 10 business days. It may take up to 20 business days if it's the first time your address has been connected to TPG Fibre, or if an installer needs to come to your place.

If you do need an installation, we'll book the earliest available appointment by default - or you can choose a later date if it's more convenient.

 

Smart wiring is internal Ethernet cabling at your house. It means you have Ethernet wall sockets to connect devices to your nbn modem without running Ethernet cables along the floor or under doors. It's a good investment for heavy internet uses, or larger homes that don't get enough coverage from a standard Wi-Fi signal.

You can use smart wiring with TPG Fibre, but it won't be included with your installation. You'll need to hire a registered cabler to have smart wiring installed.

Note: Existing smart wiring may need to be re-wired to work with TPG Fibre.

 

Many devices that work over phone lines can work on TPG Fibre, but you need to contact your service provider to make sure before you switch to TPG Fibre. You may need to get a different type of product that will work on TPG Fibre.

Note: TPG does not offer a Priority Assistance service. If you have Priority Assistance or believe you may be eligible, please consider this before ordering TPG Fibre.

If your TPG Fibre (FTTB) service is having dropouts, it means your internet will go offline and come back online intermittently. These steps will help you identify the issue.

  1. Your service may just be affected by an outage or planned maintenance. You can check your address on our Network Status page.

    If there is an outage or planned maintenance, the results will give you an estimated fix time.
  2. Do you have any devices connected to your modem with an Ethernet cable? If these devices stay connected when devices on Wi-Fi drop out, switch to troubleshooting Wi-Fi Dropouts.
  3. Find your modem and make sure the cables are plugged in securely and not damaged. Our setup guide will show you how to plug in.
     
    You’ll need to replace any broken or chewed cables. Not all setups have a Network Termination Unit (NTU).
  4. If you have a Network Termination Device (NTU) and you notice any of these status light behaviours, please call us on 1300 997 274.
     
    Adtran®     422G Gfast NTU - Flashing green G.Fast light
    The phone cable must not be longer than 1 metre.
    GFast NTU Status Lights - GFast LED

    LEA Networks NTU - Flashing green OUT or Warning light
    LEANetwork Status Lights - Out-Warning

    Power/DIAG NTU - Red DIAG light
    Power/DIAG Status Lights
  5. Still getting dropouts? Please call us on 1300 997 274 and we’ll help you.

If your TPG Fibre (FTTB) service is offline, you won’t be able to visit a website, browse, stream, or download. Email and any other services that use the internet will not work. These steps will help you identify the issue.

  1. Your service may just be affected by an outage or planned maintenance. You can check your address on our Network Status page.

    If there is an outage or planned maintenance, the results will give you an estimated fix time.
  2. Find your modem and make sure the cables are plugged in securely and not damaged. Our setup guide will show you how to plug in.

    You’ll need to replace any broken or chewed cables. Not all setups have a Network Termination Unit (NTU).

  3. Turn off the your modem's power outlet for at least 10 seconds.
  4. Turn the outlet back on and wait for your modem’s Internet light to come on, then see if you can visit a website.
    VX420G2V Lights
  5. If you have a Network Termination Unit (NTU) and you notice any of these status light behaviours, please call us on 1300 997 274.

    Adtran® 422G Gfast NTU - Flashing green G.Fast light
    The phone cable must not be longer than 1 metre.
    GFast NTU Status Lights - GFast LED

    LEA Networks NTU - Flashing green OUT or Warning light
    LEANetwork Status Lights - Out-Warning

    Power/DIAG NTU - Red DIAG light
    Power/DIAG Status Lights
     
  6. Do you have any devices connected to your modem with an Ethernet cable? If these devices can visit a website but devices on Wi-Fi can’t, switch to troubleshooting Wi-Fi No Connection.
  7. If you can view websites on some devices but not others, even when they’re both connected the same way, you may need to fix some browser settings. Check out our guide on Browsing issues.
  8. Still can't get online? Please call us on 1300 997 274 and we’ll help you.

     

If your TPG Fibre (FTTB) service is running slowly, these steps will help you identify the issue.

  1. Your service may just be affected by planned maintenance. You can check your address on our Network Status page.

    If there is planned maintenance, the results will give you an estimated fix time.

  2. Find your modem and turn off its power outlet for at least 10 seconds.

  3. Turn the outlet back on and wait for your modem’s Internet light to come on, then run a speed test.

    VX220G2V-LED

  4. Do you have any devices connected to your modem with an Ethernet cable? If speeds on these devices are fine but devices on Wi-Fi are slow, switch to Troubleshooting Wi-Fi speed.

  5. Make sure that the device you’re using to run speeds tests is the only one connected to your modem. Unplug all other devices from your modem’s Ethernet ports and turn off other devices that are connected to the Wi-Fi.

  6. On your one device, close all other apps using the internet, then run a speed test.

  7. If your speed has improved on a single device, you may be running more devices or apps than your connection can handle at the same time. Some apps run in the background - you should close them if you don't need them.

    - If you use Windows, you can press CTRL+ALT+DELETE on your keyboard and then open the Task Manager to see what's running.
    - If you have a Mac, you can see all the apps running in the Dock at the bottom of the screen.

  8. Make sure your modem’s Ethernet cables are in good condition, with “CAT6” or “CAT5e” printed on them.

    Older Cat5 Ethernet cables are not recommended for nbn services. You’ll need to replace any broken or chewed cables.

  9. Run a scan on your antivirus/anti-malware software. If your software includes any firewalls, temporarily disable them and run a speed test to see if they’re slowing down your internet.

    If any infections are detected, make sure they are quarantined and removed. Contact your software’s Customer Support if you need help.

  10. Still getting slow speeds? Please call us on 1300 997 274 or lodge a fault with the My TPG App (iOS or Android) and we’ll help you.

    Log in to the My TPG app and hit Your Internet Speed, then Test Your Speed. If your speed is below the acceptable range, you can hit Lodge Fault and submit the form.

Your modem will take care of the hard stuff like internet settings, but we’ll need your help to plug it in. The main cables you need will come in the box, and you can grab extra Ethernet cables from the shops if you need them.

Note: Some homes will have a Network Termination Unit (NTU). If your place has never been connected to TPG Fibre before, an NTU will be delivered with your modem if you need one.

Choose your modem (with or without NTU) to get started:

VX420-G2V Modem

VX420-G2V Modem only
Adtran G.Fast NTU
 VX420-G2V Modem with Gfast NTU
FTTB NTU

VX420-G2V Modem with other NTU
VX220-G2V Modem
 VX220-G2V Modem only
FTTB NTU
 VX220-G2V Modem with NTU
TPLinkVR1600v_mini

TP-Link VR1600v only
FTTB NTU

TP-Link VR1600v with NTU

 

How to plug in your VX420-G2V Modem for TPG Fibre

  1. First, make sure you’ve got a message from us asking you to plug in your modem. We need to get your connection ready on our side before you plug in.
  2. Find your phone wall socket – you probably already have a modem plugged in from your last internet service. Unplug any old modem from the phone wall socket and power outlet.
  3. Use the power cable to connect your modem's Power port to a power outlet.
  4. Use the phone cable to connect your modem’s grey DSL port to your phone wall socket.
  5. Turn on the power outlet and press your modem’s ON/OFF button.
  6. Leave your modem alone for 30 minutes while it runs through its automatic setup.
  7. Check the Internet light on your modem. If it’s green, you’re online and you can start connecting your devices.
     
    No green light? Call us on 1300 997 274 and we can help you out.
    VX420G2V Lights
  8. You'll find the default Wi-Fi name and password on your modem's barcode sticker. If you want to change your Wi-Fi name or password, use this guide.
    VX420G2V BARCODE
  9. Your devices will automatically connect to the best Wi-Fi possible. If your Wi-Fi’s running slow, check out Improving Wi-Fi Signal.
  10. For online gaming or HD/4K streaming, Ethernet is better than Wi-Fi. If you have extra Ethernet cables, you can connect up to 4 devices to your modem’s yellow LAN ports.
  11. To use your TPG Voice phone service, just plug a handset into your modem’s green Phone port.
    VX420-G2V Modem Setup -FTTB
  12. You’re now good to go.
     
    If you don’t want to keep your old modem, see if your local council has any eWaste recycling facilities.

 

How to plug in your VX420-G2V Modem for TPG Fibre with a Gfast NTU

Note: The Adtran® Gfast NTU is supplied with our FTTB250 and FTTB Max plans.

  1. First, make sure you’ve got a message from us asking you to plug in your modem. We need to get your connection ready on our side before you plug in.
  2. Find your phone wall socket – you probably already have a modem plugged in from your last internet service. Unplug any old modem from the phone wall socket and power outlet.
  3. Turn off the power outlet and unplug any power cables.
  4. Use the power cables to connect the Power port on your modem and NTU to power outlets.
  5. Use an ethernet cable to connect your modem’s blue WAN port to your NTU's LAN port.
  6. Use a phone cable to connect your NTU's Gfast port to your phone wall socket.
  7. Turn on the power outlet and press your modem’s ON/OFF button.
  8. Leave your modem alone for 30 minutes while it runs through its automatic setup.
  9. Check the Internet light on your modem. If it’s green, you’re online and you can start connecting your devices.
     
    No green light? Call us on 1300 997 274 and we can help you out.
    VX420-G2V Wan Lights
  10. You'll find the default Wi-Fi name and password on your modem's barcode sticker. If you want to change your Wi-Fi name or password, use this guide.
    VX420G2V BARCODE
  11. Your devices will automatically connect to the best Wi-Fi possible. If your Wi-Fi’s running slow, check out Improving Wi-Fi Signal.
  12. For online gaming or HD/4K streaming, Ethernet is better than Wi-Fi. If you have extra Ethernet cables, you can connect up to 4 devices to your modem’s yellow LAN ports.
  13. To use your TPG Voice phone service, just plug a handset into your modem’s green Phone port.
    VX420-G2V Modem Setup with G.Fast NTU - FTTB
  14. You’re now good to go.
     
    If you don’t want to keep your old modem, see if your local council has any eWaste recycling facilities.

 

How to plug in your VX420-G2V Modem for TPG Fibre with an NTU

  1. First, make sure you’ve got a message from us asking you to plug in your modem. We need to get your connection ready on our side before you plug in.
  2. Find your phone wall socket – you probably already have a modem plugged in from your last internet service. Unplug any old modem from the phone wall socket and power outlet.
  3. Turn off the power outlet and unplug any power cables.
  4. Use the power cables to connect the Power port on your modem and NTU to power outlets.
  5. Use one phone cable to connect your modem’s grey DSL port to your NTU's LINE port (or MODEM port, if you have an older NTU).
  6. Use the other phone cable to connect your your NTU's LINE + POWER port (or UPLINK port) to your phone wall socket.
  7. Turn on the power outlet and press your modem’s ON/OFF button.
  8. Leave your modem alone for 30 minutes while it runs through its automatic setup.
  9. Check the Internet light on your modem. If it’s green, you’re online and you can start connecting your devices.
     
    No green light? Call us on 1300 997 274 and we can help you out.
    VX420G2V Lights
  10. You'll find the default Wi-Fi name and password on your modem's barcode sticker. If you want to change your Wi-Fi name or password, use this guide.
    VX420G2V BARCODE
  11. Your devices will automatically connect to the best Wi-Fi possible. If your Wi-Fi’s running slow, check out Improving Wi-Fi Signal.
  12. For online gaming or HD/4K streaming, Ethernet is better than Wi-Fi. If you have extra Ethernet cables, you can connect up to 4 devices to your modem’s yellow LAN ports.
  13. To use your TPG Voice phone service, just plug a handset into your modem’s green Phone port.
    VX420-G2V Modem Setup with NTU - FTTB
  14. You’re now good to go.
     
    If you don’t want to keep your old modem, see if your local council has any eWaste recycling facilities.

 

How to plug in your VX220-G2V Modem for TPG Fibre

 

  1. First, make sure you’ve got a message from us asking you to plug in your modem. We need to get your connection ready on our side before you plug in.
  2. Find your phone wall socket – you probably already have a modem plugged in from your last internet service. Unplug any old modem from the phone wall socket and power outlet.
  3. Use the power cable to connect your modem's Power port to a power outlet.
  4. Use the phone cable to connect your modem’s grey DSL port to your phone wall socket.
  5. Turn on the power outlet and press your modem’s ON/OFF button.
  6. Leave your modem alone for 30 minutes while it runs through its automatic setup.
  7. Check the Internet light on your modem. If it’s blue, you’re online and you can start connecting your devices.
     
    No blue light? Call us on 1300 997 274 and we can help you out.
    VX220G2V-LED
  8. You'll find the default Wi-Fi name and password on your modem's barcode sticker. If you want to change your Wi-Fi name or password, use this guide.
    VX220-G2V Barcode
  9. Your devices will automatically connect to the best Wi-Fi possible. If your Wi-Fi’s running slow, check out Improving Wi-Fi Signal.
  10. For online gaming or HD/4K streaming, Ethernet is better than Wi-Fi. If you have extra Ethernet cables, you can connect up to 4 devices to your modem’s yellow LAN ports.
  11. To use your TPG Voice phone service, just plug a handset into your modem’s green Phone port.
    Wiring Diagram (TPG FTTB)
  12. You’re now good to go.
     
    If you don’t want to keep your old modem, see if your local council has any eWaste recycling facilities.

 

How you plug in your VX220-G2V Modem for TPG Fibre with an NTU

  1. First, make sure you’ve got a message from us asking you to plug in your modem. We need to get your connection ready on our side before you plug in.
  2. Find your phone wall socket – you probably already have a modem plugged in from your last internet service. Unplug any old modem from the phone wall socket and power outlet.
  3. Use the power cables to connect the Power port on your modem and NTU to power outlets.
  4. Use one phone cable to connect your modem’s grey DSL port to your NTU's LINE port (or MODEM port, if you have an older NTU).
  5. Use the other phone cable to connect your your NTU's LINE + POWER port (or UPLINK port) to your phone wall socket.
  6. Turn on the power outlet and press your modem’s ON/OFF button.
  7. Leave your modem alone for 30 minutes while it runs through its automatic setup.
  8. Check the Internet light on your modem. If it’s blue, you’re online and you can start connecting your devices.
     
    No blue light? Call us on 1300 997 274 and we can help you out.
    VX220G2V-LED
  9. You'll find the default Wi-Fi name and password on your modem's barcode sticker. If you want to change your Wi-Fi name or password, use this guide.
    VX220-G2V Barcode
  10. Your devices will automatically connect to the best Wi-Fi possible. If your Wi-Fi’s running slow, check out Improving Wi-Fi Signal.
  11. For online gaming or HD/4K streaming, Ethernet is better than Wi-Fi. If you have extra Ethernet cables, you can connect up to 4 devices to your modem’s yellow LAN ports.
  12. To use your TPG Voice phone service, just plug a handset into your modem’s green Phone port.
    Wiring Diagram (TPG FTTB) + NTU
  13. You’re now good to go.
     
    If you don’t want to keep your old modem, see if your local council has any eWaste recycling facilities.

 

    How to plug in your TP-Link VR1600v for TPG Fibre

    1. First, make sure you’ve got a message from us asking you to plug in your modem. We need to get your connection ready on our side before you plug in.
    2. Find your phone wall socket – you probably already have a modem plugged in from your last internet service. Unplug any old modem from the phone wall socket and power outlet.
    3. Use the power cable to connect your modem's Power port to a power outlet.
    4. Use the phone cable to connect your modem’s grey DSL port to your phone wall socket.
    5. Turn on the power outlet and press your modem’s Power button.
    6. Leave your modem alone for 30 minutes while it runs through its automatic setup.
    7. Check the Internet light on your modem. If it’s green, you’re online and you can start connecting your devices.
       
      No green light? Call us on 1300 997 274 and we can help you out.
      VR1600v Modem Green Internet light
    8. You'll find the default Wi-Fi name (SSID) and password on your modem's barcode sticker. If you want to change your Wi-Fi name or password, use this guide.
      TP-Link VR1600v barcode sticker example - WiFi details
    9. Your devices will automatically connect to the best Wi-Fi possible. If your Wi-Fi’s running slow, check out Improving Wi-Fi Signal.
    10. For online gaming or HD/4K streaming, Ethernet is better than Wi-Fi. If you have extra Ethernet cables, you can connect up to 4 devices to your modem’s yellow LAN ports.
    11. To use your TPG Voice phone service, just plug a handset into your modem’s grey Phone 1 port.
      TPLINK VR1600v FTTB - no NTU

    12. You’re now good to go.
       
      If you don’t want to keep your old modem, see if your local council has any eWaste recycling facilities.

     

    How to plug in your TP-Link VR1600v for TPG Fibre with an NTU

    1. First, make sure you’ve got a message from us asking you to plug in your modem. We need to get your connection ready on our side before you plug in.
    2. Find your phone wall socket – you probably already have a modem plugged in from your last internet service. Unplug any old modem from the phone wall socket and power outlet.
    3. Use the power cables to connect the Power port on your modem and NTU to power outlets.
    4. Use one phone cable to connect your modem’s grey DSL port to your NTU's LINE port (or MODEM port, if you have an older NTU).
    5. Use the other phone cable to connect your your NTU's LINE + POWER port (or UPLINK port) to your phone wall socket.
    6. Turn on the power outlet and press your modem’s Power button.
    7. Leave your modem alone for 30 minutes while it runs through its automatic setup.
    8. Check the Internet light on your modem. If it’s green, you’re online and you can start connecting your devices.
       
      No green light? Call us on 1300 997 274 and we can help you out.
      VR1600v Modem Green Internet light

    9. You'll find the default Wi-Fi name (SSID) and password on your modem's barcode sticker. If you want to change your Wi-Fi name or password, use this guide.
      TP-Link VR1600v barcode sticker example - WiFi details

    10. Your devices will automatically connect to the best Wi-Fi possible. If your Wi-Fi’s running slow, check out Improving Wi-Fi Signal.
    11. For online gaming or HD/4K streaming, Ethernet is better than Wi-Fi. If you have extra Ethernet cables, you can connect up to 4 devices to your modem’s yellow LAN ports.
    12. To use your TPG Voice phone service, just plug a handset into your modem’s grey Phone 1 port.
      TPLINK VR1600v FTTB - with NTU

    13. You’re now good to go.
       
      If you don’t want to keep your old modem, see if your local council has any eWaste recycling facilities.

    If your TPG nbn Wireless service is having dropouts, it means your internet will go offline and come back online intermittently. These steps will help you identify the issue.

    1. Your service may just be affected by an outage or planned maintenance. You can check your address on nbn®'s Network status and outages page and our Network Status page.

      If there is an outage or planned maintenance, the results will give you an estimated fix time.

    2. Log into My Account and run an nbn service test.

      If the nbn service test identifies an issue, we’ll contact you.

    3. Make sure that your nbn Wireless antenna is clear of any tree branches or other objects. Severe weather or heavy clouds can also cause connection issues.

      If your antenna has been damaged, please call us on 1300 997 271.

    4. Do you have any devices connected to your modem with an Ethernet cable? If these devices stay connected when devices on Wi-Fi drop out, switch to troubleshooting Wi-Fi Dropouts.

    5. Find your nbn modem and make sure the cables are plugged in securely and not damaged. Our setup guide will show you how to plug in.

      You’ll need to replace any broken or chewed cables.

      Wiring Diagram (NBN Fixed Wireless)

    6. Still getting dropouts? Please call us on 1300 997 271 and we’ll help you.