• How to get nbn®
• How do I get connected to the nbn®?
• I already have nbn®. How do I switch to TPG nbn®?
• Can I keep my existing phone number to use on the nbn®?
• nbn® Fees and Plans
• What is the New Development Fee?
• Can I change my nbn® plan after I've signed up?
• nbn® Installation and Hardware
• How long does it take to get connected to nbn®?
• What type of nbn® equipment do I need?
• What type of wall sockets will I need for nbn®?
• Can I use smart wiring with the nbn®?
• Will my modem work with TPG nbn®?
• More about the nbn®
• How fast is nbn®?
• Will my medical alarm, security alarm, EFTPOS machine or fax machine work on the nbn®?

How to get nbn®

How do I get connected to the nbn®?

Check your address on our website. If nbn is available, you can sign up online or call us on 1300 720 016.

Already with TPG? You can check if nbn is available in My Account - just hit Change your Plan under Internet Account Management and confirm your address.

I already have nbn®. How do I switch to TPG nbn®?

Easy - just sign up online or call us on 1300 720 016. Most nbn service transfers can be done in 2 business days.

Important: After switching, contact your old nbn provider to make sure your old services are cancelled so you won't keep getting billed for them.

Can I keep my existing phone number to use on the nbn®?

In most cases, you can keep your existing phone number to use with an nbn Phone service. We'll check this when you sign up online or call us on 1300 720 016.

 

nbn® Fees and Plans

What is the New Development Fee?

From 1 April 2016, the $300 New Development Fee (NDF) is charged by nbn® for all nbn connections that:

• Are the first connection(s) at a premises in a newly developed area with no pre-existing telecommunications infrastructure; or
• Are the first connection(s) at a premises in an established area where a developer has increased the number of dwellings on the same plot of land.

An NDF is a one-off charge. It won't be charged again for subsequent connections at the same address, as long the number of dwellings hasn't increased.

If an NDF applies to your order, you'll see it in your order summary or be told about it by our sales rep. The charge is also listed in any Critical Information Summary for nbn plans sold after 1 April 2016, and on our Additional Pricing page.

Can I change my nbn® plan after I've signed up?

You can switch between our current nbn plans at any time. See Changing your internet plan in My Account.

 

nbn® Installation and Hardware

How long does it take to get connected to nbn®?

Most nbn connections are done within 2-20 business days. Connection times are usually on the longer side if an nbn installer needs to come to your place and install nbn equipment.

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.

What type of nbn® equipment do I need?

This depends on the type of nbn you're getting. Check out Connecting to the nbn for all the details.

What type of wall sockets will I need for nbn®?

nbn FTTB/FTTN and nbn FTTC will use the same RJ11 socket that you previously used for ADSL interent and landline phone services.



nbn HFC uses a Coaxial Cable socket. If you don't have the right type of cable socket at your place, an nbn installer can come install one. This can usually by done by upgrading an existng wall socket.



nbn FTTP and nbn Wireless connections don't have a wall socket - your modem will plug into an nbn Connection Box.

Can I use smart wiring with the nbn®?

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

Will my modem work with TPG nbn®?

Most modems will work on TPG nbn, but there are some exceptions. Check out nbn BYO modem requirements for more.

If you need an nbn modem, you can get one from us when your order TPG nbn.

 

More about the nbn®

How fast is nbn®?

For everything you need to know, see nbn Speeds Explained.

Will my medical alarm, security alarm, EFTPOS machine or fax machine work on the nbn®?

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

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 nbn.

• What to do if you receive suspicious correspondence or calls claiming to be from TPG
• Scam Emails and Text Messages
• Scam Phone Calls
• Latest known scams
• Gambling Scam
• nbn® appointment scams
• Email closure phishing email
• “Hi mum” scam
• nbn® Robocaller Scam
• Flubot Scam
• COVID-19 Scams
• COVID-19 SMS Scam
• Wangiri Fraud (missed call scam)
• SMS Phishing Scam
• Fake TPG mail
• Scammers threatening Chinese communities in Australia
• Browser Pop Up Scam
• How to protect your device

What to do if you receive suspicious correspondence or calls claiming to be from TPG

If you receive a call, letter, email, text message or other communication that claims to be from TPG and you suspect it may be a scam or hoax, give us a call on 13 14 23.

Scam Emails and Text Messages

If you receive an email or text message that is unknown, unsolicited or you suspect to be fraudulent including messages with a one-time code that you didn’t initiate, this is what we advise:

• Don’t reply to the SMS or email
• Don’t provide any personal details
• Don’t click on any links
• Don’t open any attachments
• Don’t call any numbers associated with the SMS or email
• Don’t share any content of the SMS or email with anyone
• Email a screenshot of the message to customer_relations@tpg.com.au
• Report the email or SMS to Scamwatch
• Email customer_relations@tpg.com.au and provide a screenshot of the suspected fraud message, the date and time you received it, how many times you received it and your mobile number.

Scam Phone Calls

TPG only calls our customers from selected numbers. If you receive a phone call that you suspect is fraudulent, this is what we advise:

• Don’t give the caller any personal details and hang up
• Check that the call is coming from a number that’s not a number that we use.
• Block the caller/sender’s number using your phone’s built-in call rejection features or by downloading an app to restrict incoming calls and messages.
• Let the call go to voicemail and then listen to any message left to ascertain if this might be a genuine call. For more information on how to set up and manage voicemail, head to our support page.
• Report the call to Scamwatch
• Report the email or SMS to Scamwatch
• Email customer_relations@tpg.com.au and provide the date and time you received the call, how many calls you received in total and your mobile number

Latest known scams

Gambling Scam

We’ve seen an increase in scammers sending unsolicited messages posing as online gambling sites and casinos. These messages invite the recipient to click a link promising bonuses and the potential to win money.  While the website and SMS may look like it is from a gambling site, the websites are used to harvest personal information by requesting sign up information and banking credentials and may infect your device with malware.

If you receive an unsolicited SMS inviting you to a gambling site, do not click the link or provide personal information.

nbn® appointment scams

TPG is aware of a scam targeting customers relating to nbn faults or works in their area.

The scammers may contact consumers in person or over the phone to offer either a new nbn connection or support in setting up an existing connection. The scammers will then try to gain payment details or access computers either remotely or in person. Scammers may also send a fake SMS posing as TPG offering or confirming an nbn appointment.

TPG will never contact you and ask for your payment details relating to an nbn appointment or fault and will never request to access your computer or devices in person or ask you to load a website that gives them access remotely.

• If someone contacts you in person or over the phone and requests access to your computer or devices, close the door or hang up on them.
• If you are ever contacted by someone posing as TPG and you are uncomfortable or unsure if it is a scam, hang up and call us back on 13 14 23.
• If you ever receive an SMS from TPG confirming an nbn installation appointment that you haven’t requested, do not respond, and report it.
• Always request identification before allowing technicians to enter your home.
• Never allow anyone to access your personal computer or device either in person or over the phone.
• TPG technicians will never request payment or payment details from customers.

Report any suspicious behaviour to Scamwatch. If you think you have been a victim of fraud, or a scammer has gained access to your banking information contact your financial institution immediately.

Email closure phishing email

We are aware of a phishing campaign targeting TPG customers.
 
We may have emailed you recently, asking you to express interest in retaining the email account you hold with TPG. We have observed examples of scammers attempting to replicate these emails, with the intent to phish personal information from our customers.
 
TPG will not ask you to provide your My Account login details, personal information, or payment details as part of this campaign.

If you receive an email relating to this campaign with a link asking for your personal or TPG login information, please report it to us at customer_relations@tpg.com.au.

If you have clicked on a link and filled in your personal, TPG login, or payment information, please change any related passwords immediately and report this to scamwatch.gov.au. If you have been a victim of fraud, you should immediately contact your financial services provider.
 
For further support, please call us on 13 14 23.

“Hi mum” scam

Some of our customers have reported receiving WhatsApp or text messages from scammers alleging to be children in need of funds. The scammers are targeting parents and the messages generally start by claiming the child has lost or broken their phone, or it has been stolen so they insist the parent does not contact them on their old number. The messages will then develop into the scammer requesting money for things like bills or emergency funds as they have been locked out of their internet banking accounts.

If you receive an SMS or WhatsApp message from an unknown number asking for money or claiming to be a loved one, do not transfer any funds. If you are ever unsure of the legitimacy of a message, it’s always best to pick up the phone and contact the sender to be sure.

If you receive any SMS relating to this scam, please report it to Scamwatch.

nbn® Robocaller Scam

Some customers have reported receiving a call with a recorded message claiming to be nbn®, telling the customer that their account will be terminated.

If you receive a call like this:

• Do not confirm any personal information to the caller.
• Hang up the phone.
• Report the call to Scamwatch.

In the event of any legitimate service disconnections, you will receive at least 30 days' written notice from us.

For more scam and hoax information, monitor the Scamwatch website.

Flubot Scam

You may have recently received an SMS message, claiming that you have had a missed call or voicemail. These messages are generated by Malware called Flubot, which spreads via SMS messages and can infect customers with Android devices on any mobile network. We have also seen variants of the Flubot message, purporting to be from a courier service asking the end user to install a tracking app through a link which will infect the device with malware. If a user clicks the link and installs the app, the malware will take over the device and send texts to the infected user’s contacts.

Known examples include:

• I want to send you a voicemail on Zello! Click to download.
• my86 Your service provider zas sent you a nee notice: <LINK> 
• wfq5cm Voicemail: You have 1 new Voicemaill (s). Go to: <LINK>

If you receive an SMS like this:

• Do not click on the link.
• Report the SMS to Scamwatch.
• Delete the SMS a soon as possible.

It is important to point out that just because you have received the message, this does not mean your device has become infected.

If you click on the link, you will be taken to a web page that may look like a genuine site with branding that you are familiar with. You may be prompted to install an app, so you can listen to the voicemail message. If you give permission to install the app, the Flubot malware will be installed onto your device. The malware may be able to access your contacts list and access your personal information if you use your device while infected. You may also receive texts or calls from random numbers stating that you have sent them an SMS, which you will have no knowledge of.

What should you do if you have become infected?

If you have become infected, don’t enter any passwords or log into any accounts until you have cleaned your device using the below steps.

How to clean your device

Cleaning your device using the steps below will remove the malicious software from your device.

To clean your device, you can:

• contact an IT professional
• download official Android anti-virus software through the Google Play Store
• perform a factory reset of the device.

Performing a factory reset of your device will delete all of your data including photos, messages, and authentication applications.

At this time Apple devices are not affected, but we are aware that customers with Apple devices have been also receiving these Flubot messages.

For more information, head to the Scamwatch website.

COVID-19 Scams

Unfortunately, during these difficult times it is business as usual for fraudsters and scammers who are using the spread of COVID-19 to take advantage of people across the country. These scams can include spam messages impersonating the Government or the ATO, and there has also been an emergence of scams related to people’s superannuation.

You can find lots of useful information regarding the latest COVID-19 scams on the Scamwatch page.

If you receive any emails or messages that you think are suspicious, please report them to Scamwatch here.

COVID-19 SMS Scam

Some of our customers have reported receiving an SMS from a source claiming to be the ‘Australian Government Department of Health’ stating that ‘You’ve received a new message regarding the COVID-19 safetyline symptoms and when to get tested in your geographical area’.

This SMS contains a link to a fake government website.

This SMS was not sent by the Australian Government Department of Health. Please do not click on any link or reply to the SMS.

If you receive this SMS, please follow the below directions:

• Don’t reply to the SMS
• Don’t click on any links/attachments
• Report the email to Scamwatch

Wangiri Fraud (missed call scam)

Wangiri fraud is when you receive missed calls from international numbers you don’t recognise on either a mobile or a fixed-line phone. The fraudsters generating the missed calls hope that their expensive international numbers will be called back so that they can profit. This type of fraud is not specific to TPG and appears to be on the rise.

If you receive calls like this, be assured that you haven’t been specifically targeted. It’s likely that the fraudster has generated a missed call to a whole range of mobile numbers that happens to include yours.

What should you do if you get a suspected Wangiri call?

We recommend that you don’t return calls to international numbers that you don’t recognise. Calls to Wangiri numbers will often result in a charge being incurred and only encourages the fraudster to generate more missed calls to customers who choose to call back.

• Do not answer a call from an overseas number unless you recognise the number or are expecting the call.
• Do not return a call to an overseas number unless you recognise it.
• Do not give out any personal or business information such as banking or credit card details, pin numbers, birth dates or personal names and addresses.

If you think you’ve had a missed call from an international number that may be involved in this scam, let us know. Just send an email to customer_relations@tpg.com.au and provide us with your mobile number and the international number you received the nuisance call from plus the date & time of that call.

What’s being done to address this issue?

We proactively monitor our network for Wangiri activity and shut down new fraudulent international numbers and number ranges as we find them.

This is an issue affecting customers of mobile and fixed line operators around the globe, and we’re working with a number of different operators and industry groups to reduce Wangiri fraud levels.

SMS Phishing Scam

Some of our customers have reported receiving an SMS claiming to be from TPG, asking them to verify personal information. The message states you have ‘been selected as one of our lucky winners for a brand new iPhone’ and requests for you to reply to a number with your full birth date.
This message is not sent by TPG. Please do not reply to the message.

If you receive this message (or any other spam SMS), please follow the below directions:

• Email a screenshot of the message to customer_relations@tpg.com.au
• Don’t reply to the SMS
• Don’t provide any personal details
• Don’t click on any links
• Don’t call any numbers associated with the SMS
• Don’t share any content of the SMS with anyone
• Report the SMS to Scamwatch

Fake TPG mail

TPG are aware of an increase in falsified letters and statements from telecommunication companies. The falsified letters use the companies branding to appear legitimate and will be either sent via post or email.

The letters could be either a threatening invoice, request to update details or congratulate you on winning a prize. It will ask you to call a number or visit a website to update details, pay a sum of money or claim your prize.

If you receive any mail from TPG, whether it be paper or electronic, please ensure you do not follow any links to websites or call any numbers that are unfamiliar to you. If you receive a letter and suspect it may be a scam, please contact us on 13 14 23.

Scammers threatening Chinese communities in Australia

TPG is aware of a scam targeting our customers in Chinese communities. The calls are in Mandarin and the scammers are often posing as Chinese authorities.

The scammer will accuse the customer of either being directly involved in a crime relating to fake passports, or a victim who has had their bank details compromised. They will threaten the customer with jail time or deportation and will request the customer pay them in large sums of money to clear their name or have their issue investigated.

The scammers will try to intimidate the customer into either providing money or other personal details such as passport number. They do this using scare tactics in hope that the customer will not ask any questions and will instead provide requested details or pay them.

Once money has been paid to scammers, it is often unable to be recovered.

If you receive a call from someone threatening you with arrest or deportation in relation to fake passports, it is a scam. Do not send any money or provide any personal details. End the call immediately and report it to Scamwatch.

For further information, including information in Chinese languages, please visit the Scamwatch website.

Browser Pop Up Scam

TPG is aware of a current browser pop up scam that is targeting TPG customers.

The pop up asks you to click on a link to perform certain activities such as filling out a survey or choosing a gift box to win a “prize” (such as phones, electronic devices or accessories).

The link then directs you to a payment page where it requires you to pay small amount via credit card to redeem the “prize” or directs you to a page where you are required to enter your personal details or bank details.

TPG will never ask you to fill out forms with personal details to win a prize. If you are browsing the web and receive this pop up, please close the browser. If you have been a victim of this scam, please visit the Scamwatch website or call us on 13 14 23.

If you see this pop-up while browsing, please do the following:

• Close the browser
• Email a screenshot of the pop-up to customer_relations@tpg.com.au as well providing details of which website you were on when the pop-up occurred
• Don’t click on any links or fill in any details
• Report the email to Scamwatch

How to protect your device

Here are some ways to protect your device:

• Make sure to use strong PINs and passwords and change them regularly. Avoid easy to guess PINs and passwords like ‘1234’, ‘0000’ and ‘password’.
• Lock your mobile handset and voicemail with strong PINs.
• Think carefully before clicking on a link or opening suspicious emails and attachments.
• Pay attention to your app permissions (what your apps are allowed to do and access, e.g. location, call history, etc). Only allow necessary permissions.