TPG internet outage

The TIO is aware of the TPG outage at 5.15pm on Monday 10 February that may still be impacting some customers in NSW and ACT.

We have been advised that most voice and data broadband services were restored to customers.

What should you do if you still have no service?

Consumers without services should first try rebooting their modem:

1. Reboot your modem by turning off the electricity for the NBN box modem for about five minutes
2. Then turn it on again
3. Wait a few minutes for the modem’s indicator light for internet services to come back on
4. Try connecting again to the internet

If your service is still down, go to the TPG website or seek advice on the TPG app.

If you’re unable to resolve your problem with TPG, you can raise a complaint with the TIO on our website or by phone on 1800 062 058.

What if you experience a business loss as a result of the outage?

Keep detailed records of the outage’s effect on your customers and business partners, and any losses incurred. To claim compensation for business loss, you will need to show steps taken to protect your business from the impacts of losing service.

Download the consumer guide to What to do if your business loses services (PDF, 153KB)

Download the Tip sheet for small businesses on reducing phone and internet problems (PDF, 119KB)

How you can prepare for outages and faults

• Check whether your provider offers interim services when faults occur
• When a telephone service fails, ask the provider to divert incoming calls to a mobile phone number
• When an internet service fails, have a pre-paid mobile internet device ready