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admin | Category: Check A Phone Number Location | 12.06.2014
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2.3 I currently have an active phone service at my current location however I will be moving into a new location where there is no active phone service. 3.8 There are multiple phone wall sockets in my home and TPG only delivered the service to one of these sockets. 3.9 I currently have a phone service on the Optus Cable infrastructure with multiple functioning wall sockets.
TPG Home Phone is delivered via TPG’s own network infrastructure, where the call is not carried over a broadband connection but rather, like conventional telephony, is carried directly over the copper pair between the customer premises and TPG switching equipment.
Currently porting of your existing number is only available to customers whose current phone service is owned by Telstra, Optus, AAPT, Primus or Powertel.
If you don't have an active phone line to make or receive calls at the location where you have nominated to have ADSL2+ with TPG Home Phone installed, there needs to have been a Telstra phone line previously connected at your premises. TPG will provide you with a new phone number unless you qualify to transfer your existing active phone number at your current location to your new location where ADSL2+ with TPG Home Phone will be installed.
Yes it is possible to transfer your existing ADSL2+ service to an ADSL2+ with TPG Home Phone bundle plan.
Once logged in, eligible customers will be shown an option for upgrading to our ADSL2+ with TPG Home Phone plans.
If you had opted to churn your current phone number to TPG Home Phone, this will normally take a further 3 - 4 working days after which you will be able to receive phone calls. If you do not wish to keep your current number, TPG will assign a new number for you and inform you via email of this number once the upgrade has taken place. If you currently have an active phone service with (and are directly billed by) Telstra, Optus, Primus, AAPT or Powertel, upon registration we will do preliminary checks to see if you qualify to take your current phone number to your new location. If you qualify you will be asked to provide your current account number found on your last bill. Complex Products are non compatible services that may be active on an active phone service on which ADSL 2+ with TPG Home Phone is to be installed.
Only customers who are converting their active Telstra phone service at their current location to ADSL2+ with TPG Home Phone need to ensure they do not have any complex products on the line when they submit their application. If you have the older Foxtel set top box without an Ethernet connection, program purchase through your landline will not work with TPG Home Phone.
TPG will coordinate the transfer of your copper phone line onto TPG infrastructure you will.
Once ADSL2+ with TPG Home Phone has been installed, it would be advisable to contact your current provider to ensure you do not receive any further bills. Please note: if you are also porting your existing phone number to TPG, do not cancel your phone service until the number has been ported. If you had nominated to receive or will receive a new number at registration time, your Home Phone will be activated at the same time as your ADSL2+. However if you had nominated to port you number across to TPG, we will start the porting process as soon as your ADSL2+ has been activated. All incoming calls to your number will be diverted to the TPG Voice Mail system for your retrieval. Porting of your number will normally take a further 4 - 5 working days, however can take up to 30 days to complete if problems are encountered.
Your current phone provider needs to be one of the following: Telstra, Optus, AAPT, Powertel or Primus.
Porting of your number will normally take a further 4 - 5 working days after ADSL2+ has been activated, however can take up to 30 days to complete if problems are encountered. While your number is being ported, you will have access to make outgoing calls from your new location. You will be able to receive phone calls at your old location up until your number is ported to TPG. Your phone service must not be cancelled until it is successfully ported to your new location where ADSL2+ with TPG Home Phone has been installed.
If you have chosen to receive or will be receiving a new number from TPG, when your TPG ADSL2+ service is activated, your current phone service will be disconnected and your TPG Home Phone service will be activated.
If you have chosen to port your existing Telstra number to TPG, when your ADSL2+ service is activated, your current phone number will be ported to TPG.
If the number nominated for porting is on either Optus, AAPT, Primus or Powertel networks, porting of your number will normally take a further 4 - 5 working days, however can take up to 30 days to complete if problems are encountered.
You will receive incoming calls at your new location as soon as your number has been ported to TPG. If you have Naked DSL (ULL) with another provider you can apply to have your service transferred to ADSL2+ with TPG Home Phone with minimal downtime.


If you have an active phone service and ADSL2+ with another provider at your current location and wish to register for ADSL2+ with TPG Home Phone, you do not need to cancel your ADSL2+ service prior to registering with TPG. Once ADSL2+ with TPG Home Phone has been installed, it would be advisable to contact your current providers to ensure you do not receive any further bills.
If you are in the process of moving to a new location and currently have an active phone service with ADSL2+ with another provider at your current location, this does not effect your ADSL2+ with TPG Home Phone installation at your new location even if you are porting your phone number from your current location to your new location. If you are converting your existing active phone service at your current location to have ADSL2+ with TPG Home Phone installed or you wish to transfer your existing Naked ADSL (ULL) service, then you don’t need to be home.
If you apply with an inactive phone line (no dial tone on the line and you cannot make or receive calls), in most cases you will not be required to be in attendance for the installation. If you have applied for ADSL2+ with TPG Home Phone, we will deliver your service to the network boundary point of that Premises.
This is a unique 10 digit number which is associated with your current service provided by your current service provider. Providing this number is OPTIONAL however if you wish to provide this at the time of registration, you may need to contact your current provider. If you cannot provide this number at this time, we will on your behalf try to seek this however this process may take an extra 2-3 working days. If you currently have an active telephone service and were asked for this ULL Identifier, you need to contact your current phone provider. Lead-in issue means that there is currently a capacity problem with the copper phone lead-in cables into your premises or there may not be any existing lead-in cables into your premises. Unfortunately this means you cannot go ahead with the installation of TPG ADSL2+ with Home Phone Bundle.
Additional charges will apply as specified in the ADSL2+ with Home Phone Additional Pricing page. If you have applied for ADSL2+ with TPG Home Phone and you live in an apartment or a unit, we will deliver your service to the network boundary point of that premises. Yes, when registering for ADSL2+ with TPG Home Phone, currently TPG is able to transfer phone numbers that currently belong to the following networks: Telstra, Optus, AAPT, Primus and Powertel. Transfer of phone number is currently offered to customers who have a telephone service that is directly billed by one of the above providers.
If you are converting your existing phone service to ADSL2+ with TPG Home Phone which is on the Optus, Primus, AAPT or Powertel networks, you will need to provide your current Account Number provided by your current phone provider. Providing an incorrect Account Number may result in delays with the porting process and lengthen the period in which you will not be able to receive any incoming phone calls.
If you have an existing phone number which is on the Telstra network, you will not be required to provide your Account Number unless you are porting your number from your current location to your new location where an active phone service does not exist. If you are converting your existing Telstra phone number at your CURRENT location to ADSL2+ with TPG Home Phone, yes diversion service is provided while your number is being ported to TPG. Diversion services are unfortunately not available when porting phone numbers from other potential networks like Optus, AAPT, Primus and Powertel or when porting phone numbers from your old location to your new location. If you had provided a mobile number at registration time, we will also send you an SMS notification. Yes, as soon as your copper pair has been installed on TPG infrastructure, your ADSL2+ service will begin to work and you will be able to make outgoing calls from your TPG home phone. TPG's call rates are extremely competitive, making TPG Home Phone a low cost, high quality service. Monthly access charges (include ADSL2+ monthly charges and Home Phone monthly charges) are billed monthly in advance. Your directory listing (if any) from your previous provider may or may not be carried across to TPG. Please follow the instructions below to register your existing TPG phone number in the Directory Listing. Optional voice add-on is a feature which adds various included calls to your ADSL2+ with Home Phone Basic Bundle plans. New customers have the option to select the optional voice add-on at the time of registration for ADSL2+ with Home Phone Service. If you did not activate this feature at registration time, it can be requested to be activated via Your Account once the ADSL2+ with TPG Home Phone service is active.
Any calls which are not included in your voice add-on will be deducted directly from your TPG Home Phone Prepayment Outside Included Value. If you are an existing TPG Home Phone customer and you activate this feature, the add-on monthly charge will apply as of your next (and subsequent) billing cycle renewal (which happens 7 days before the end of your billing cycle). For Example: An existing ADSL2+ with Home Phone customer's monthly billing cycle runs from 24 July to 23 August. You can check the start and end date of your billing cycle on your Home Phone Usage page by logging into Your Account. You can check whether a voice add-on is currently active on your Home Phone Usage page by logging into Your Account. If you have enabled the voice add-on feature at the time of ADSL2+ with TPG Home Phone registration, a separate email will not be sent.


If you enabled this feature after your ADSL2+ with TPG Home Phone service is activated, you will receive a confirmation email.
The premium bundles are Unlimited ADSL2+ with Home Phone plans packaged with included calls. Installation of your new ADSL2+ with TPG Home Phone at the new location will take approximately 10 – 20 working days.
If your new location doesn’t have an active phone service connected, a new number will be allocated based on your new location.
We cannot relocate your ADSL2+ with TPG Home Phone service if the service is not available at your new address.
TPG Home Phone is full service including line rental, local, national, international and home to mobile calls. Once completed your home phone will be connected and you will be able to make outgoing calls.
While your number is being ported, you will have access to the Internet and will be able to make outgoing calls. Regular Foxtel programs use an entirely separate connection from your ADSL2+ or Home Phone connection.
You do not need to contact your current provider to cancel the existing home telephone service prior to applying for ADSL2+ with TPG Home Phone. Once the service is activated your will have access to TPG ADSL2+and TPG Home Phone service. Your billing cycle for ADSL2+ with Home Phone will begin as soon as ADSL2+ has been installed.
If the number is cancelled prior to this, porting cannot be done and a new phone number will need to be allocated. You can make and receive phone calls using your current provider right up until your TPG line is being installed (which entails physical move of your existing line over to TPG infrastructure).
You will be able to use your existing ADSL2+ service up until the day where ADSL2+ with TPG Home Phone has been installed. After we install TPG Home Phone at your premises, your other wall sockets may not work if you previously had a phone service on the Optus Cable infrastructure. It is currently not available to customers who have a phone service being billed by a reseller. If you choose or will be given a new phone number by TPG, TPG will assign a new DID phone number to you based on the address you will have installed ADSL2+ with TPG Home Phone. If you have chosen to receive or will be receiving a new number from TPG, your phone number will automatically be assigned to you based on the address you reside.
You will be able to call your local TPG Voice Mail Gateway number and listen to your message.
All standard features can be configured through the Home Phone Service Control Panel in Your Account. TPG will not list your number by default, however customers may choose to list the number in the directory by logging into Your Account section after their account with TPG is active. This feature will be active from the date that your ADSL2+ with Home Phone service is activated.
Once your ADSL2+ with TPG Home Phone service has been activated, you will be able to make the included calls.
If you wish to have included calls with your 20GB or 100GB ADSL2+ with Home Phone plans, you can enable an optional voice add-on feature.
If your new location does already have an active phone number on Telstra’s network, you can choose to bring this number across to TPG. TPG Home Phone includes line rental and it allows you to make local, national, 13 and 18, mobile and international calls. Customers must not preselect to another carrier or use the TPG Home Phone service to make override calls on a third party network. Any calls made from your old location, charges will be applied by your current phone provider.
In the meantime your incoming phone calls will be diverted to TPG Voice Mail for voice mail deposit and your retrieval. However there may be some specific services on your existing line that are incompatible with TPG Home Phone. You can make phone calls directly through your existing phone sockets with standard analogue or POTS (1900 numbers are not supported).
Your current phone service must not be cancelled until the number has been ported to your new location where ADSL2+ with TPG Home Phone has been installed.



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