TPG Internet (NBN) Review

Top marks for download speeds but account management needs a fresh lick of paint.
TPG NBN Logo
Overall Rating 3.5 out of 5
"TPG is a top-performer in ACCC's broadband speed tests, but its setup fees and account management options need to get up to speed with the competition."

Our verdict: Is TPG any good?

TPG receives consistently good grades in the ACCC’s broadband speed testing program and offers straightforward NBN plans across a wide range of technologies but the provider is let down by its above-average pricing, barebones service, and some dated customer service channels.

What is gets right
  • Top marks in ACCC’s broadband tests
  • Phone and internet bundles
What could be better
  • Dated customer service
  • Account management and app need a revamp
  • $99.95 setup fee on no-contract plans

Value for Money

Above average pricing for basic broadband service

  • Great speeds
  • Good mix of technologies and bundles
  • Above average pricing
  • Setup fees for no-contract options

TPG’s crowning achievement was its top spot for speeds according to ACCC’s earlier broadband speed test reports. And while it continues to perform admirably, it hasn’t held the number one spot since 2019. Still, TPG’s self-reported speeds managed to nab a 5-star score when we stacked it up against the competition. For many people, that consistency in average evening download speeds will be worth TPG’s above average pricing but there are a lot of providers delivering speeds that are better or just as good for cheaper.

TPG also charges a setup fee for its month-to-month no contract plans, making the minimum price more expensive than most.

Still, many Australians still rely on a landline home phone connection, and TPG is one of the few providers that still offer phone bundles

TPG NBN Plans

Here’s how much TPG’s fixed-line NBN plans will cost you.

How fast is TPG NBN?

The ACCC’s report isn’t the be-all and end-all for Australian broadband speeds. There are a lot of providers that the ACCC doesn’t track but every Internet service provider (ISP) is still required to provide the typical average evening download speed you can expect.

TPG NBN speeds
TPG speed tierSelf-reported speed
Basic I NBN 12 Speed11.2Mbps
Standard NBN 50 Speed46Mbps
Fast NBN 100 Speed80.1Mbps

Take a look at how TPG’s advertised typical evening download speeds for fixed line NBN stack up against the competition in the table below.

The other edge TPG has on some of the competition is its mix of technologies. Firstly, TPG is one of the last remaining providers still offering ADSL2+ plans. For some Australians, that’s still an option but there are better, faster NBN alternatives than ADSL2+ these days.

Lastly, TPG services Fixed Wireless customers. Fixed Wireless is a faster and more affordable alternative to satellite broadband that’s available to select regional customers within range of an NBN Fixed Wireless tower.

TPG Speed Test

If you’re already a TPG customer and you want to rest your speed against the results listed above, you will need to run a speed test. That can be done is a few easy steps. First, make sure you’re connected to your TPG WiFi network, then click the Start Speed Test button below. Give the test 10 to 20 seconds to complete, then compare the results with the speeds listed above.

Perks and features

Basic broadband service with a few bundles

  • Home phone bundles
  • Mobile bundles

As mentioned above, TPG does offer home phone, and modem bundles. In fact, if you’re signing up online, there’s no obvious way to refuse a new modem, even though you end up paying for it in setup fees.

Heads Up icon

Personal experience with TPG

As a previous TPG customer, I can attest to the difficulty in refusing an NBN modem. I received two NBN modems in the mail before I was even eligible. Now I’ve got three TPG NBN modems gathering dust in the cupboard. When I was a customer, my requests to return were acknowledged but never followed up on. When I cancelled my plan with TPG, I was told a courier would arrive to collect my modem, but the courier never arrived.

These experiences are reflective of a typical residential experience, it’s important to note that TPG offers business NBN plans and Bizphone bundles.

For residential customers, there aren’t many other perks so to speak. No customer benefits, like cheap movie tickets, or unmetered Spotify streaming, for example. But if you’re someone who likes to have all your telco utilities on one bill, TPG can do it all. That’s one huge benefit of being a TPG customer, you can have your broadband, landline home phone, and mobile plan all on one bill. But for that convenience, you will be paying for a TPG mobile service that’s more of an afterthought, rather than a competitive SIM plan.

If you’re looking for a provider that offers NBN, home phone, and mobile, your best option is still one of the big three: Optus, Telstra or Vodafone. Optus and Telstra come with plenty of perks, but Vodafone’s bundling discount (up to 20%) for multiple services makes it our top choice for broadband and mobile bundles.

Support and satisfaction

Decent customer service with dated account management

  • Helpful and understanding customer service reps
  • Customer forum for FAQs
  • Dated account management

All things considered, TPG’s rapport with its customers is a lot warmer than the icy reception other providers cop on user review websites like Product Review, Google, and Facebook. There’s something to be said for that: TPG’s customer service in our experience has been helpful and understanding, if you manage to navigate to the right team.

TPG is also one of the few providers that still offers a community forum, where customers can interact with each other and customer service. It’s a great feature that a lot of providers don’t offer these days.

However, like a lot of TPG’s business, some of its support channels, and account management systems are in need of a dire revamp. At the time of writing, there’s no way to navigate to TPG’s live chat system. There are notices informing about extended wait times, but no obvious way to speak to a representative via live chat. And a quick read over some frustrated forum posts suggests this a widespread issue.

Lastly, there’s TPG’s account management portal online, and the My TPG app. Both systems are incredibly dated, and offer a limited breakdown of your service and billing. TPG scores points for having an app in the first place, not every provider does, but its usefulness is quite accurately reflected in the app’s user reviews on Google Play and the App Store.

Customer satisfaction is a tough nut to crack but Aussie Broadband and Mate Communicate are shining examples of top-notch customer service in Australia. As for account management apps, the Optus @Home app, and My Optus apps, are some of the best, offering live chat, remote speed testing, and regular discounts and offers for customers.

Here are the most popular NBN plans from those three providers.

Who owns TPG?

TPG is an Australian-founded and owned company, run by current chairman David Teoh. TPG actually started in 1986 as a computer parts and peripherals company but has since moved into offering internet and mobile plans.

TPG also has its own competitor to the NBN, a ‘fibre to the building’ broadband service that is available through many apartment buildings in some Australian cities. It’s important to make sure that you’re purchasing the right service for you – TPG’s own broadband is different from the NBN that TPG also sells.

Keep reading for more on the NBN

If you’re not quite sold on TPG’s NBN offering, we’ve got guides on the cheapest unlimited NBN plans for those on a budget, the best NBN 100 plans if you’ve got a need for speed, and more explainers on testing your internet speed and the best alternatives if NBN isn’t an option in your area .

Now that you know, here are your next steps.

Still looking? Check out the top ranked providers.

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  • Wendy Lau

    TPG is one of the most un-ethical company I have came across. I have been using their ADSL since 2010. In May 2019, I have changed my internet plan to belong . I only have realised that they still direct debiting money from my credit card in Mar 2020. When I contacted them, their customer service said I need to send my cancellation to email cancel@tpg.com.au (but not customer service), or they will not process my cancellation. I have send cancel@tpg.com.au at lease 5 emails in the last 2 weeks, no responses at all. What are they trying to do? Get another month of payment out of me? On top of that they will not refund the 11 months payment back to me, because I did not cancel the service in May 2019. It is australia, it is standard practice that when people change electricity, phone company (without contact) , we donot need to inform the old company . As there is one electricity line, and one phone number. Same as internet, there is only one internet outlet in my house. If I have been using belong. How can TPG claim that they have been providing service to me. It is like some Australian banks which were charging dead people fee, it was fined by government for their misconduct. TPG is very un- Australian and unethical. My problem is still unresolved, as you can not get through them via phone nor emails nowadays. I will definitely not use TPG again and I urge you the same. For a customer service perspective, they are appalling .