The tool below diagnoses the fault step by step — including PPPoE login issues, which are one of the most common TPG-specific faults. If it needs escalating, it generates a TPG call script with everything you've already tried. TPG support: 1300 997 271, available 24/7.
Most common causes are a modem needing a restart in the correct order, a loose cable, a PPPoE login issue, or a network fault. Restart the NBN box first, then the modem. If the NBN box lights are red or off, call TPG on 1300 997 271 to lodge a network fault.
TPG is a PPPoE provider — it authenticates with a username and password from your welcome email, unlike some providers that connect automatically. Double-check your credentials for typos. Lost them? TPG can re-issue them by phone in minutes.
TPG-supplied modems typically use 192.168.0.1. Type it into your browser address bar while connected to your TPG WiFi — not into Google.
Call 1300 997 271, available 24/7, or live chat at tpg.com.au/support. Ask specifically to lodge an NBN Co network fault if lights on your NBN box are red or off.
Guides for other providers: