TPG customer care phone number: how to reach the right team quickly

The official customer care phone line and hours

The primary customer care and technical support number for TPG (Australia) is 13 14 23. This single number routes to sales, billing, moving home, cancellations/retentions, and technical support for NBN, home wireless broadband, and mobile services. From most Australian landlines, 13 numbers are charged at a local call rate; charges from mobiles depend on your mobile plan.

Operating hours are generally extended every day, with the busiest peaks around lunchtime and early evening. If you need to call from overseas, note that many countries cannot dial 13 numbers. In that case, use the international-friendly number published on your TPG invoice or SIM packaging, or request a callback via the online form at tpg.com.au/support/contact. If you have accessibility needs, you can contact TPG through the National Relay Service (NRS): TTY/voice 133 677, Speak & Listen 1300 555 727, or SMS relay 0423 677 767, then ask the relay officer to call 13 14 23 on your behalf.

Prepare these details before you call

Having the right details ready will cut minutes off your call and speed up identity verification. TPG agents typically verify the account holder’s full name, date of birth, service address, and either the customer ID/username or the service identifier (for example, your NBN service ID or the landline number your service is delivered over). If you’ve set up a 4-digit security PIN, have it ready.

For technical issues, have your modem/router brand and model, serial/MAC address, and a brief timeline of the fault (date/time it started, any error lights/codes, and tests you’ve tried such as power cycle, isolation test, different socket, or Ethernet vs Wi‑Fi). For billing, it helps to have the last 4 digits of the payment card or your bank account BSB/account number used for direct debit, plus the invoice number (found in your email or online account).

• Account details: customer ID or username, full name, DOB, service address, 4‑digit PIN (if set).
• Service identifiers: NBN service ID or phone line number; for mobile, your TPG mobile number and SIM ICCID (printed on the SIM).
• Equipment: modem/router model and MAC, connection type (FTTP/FTTC/FTTN/HFC/Fixed Wireless/Home Wireless), and LED status notes.
• Evidence: speed tests (wired if possible), outage timestamps, error messages, and any technician appointment reference numbers.
• Billing: invoice numbers, last payment date/amount, and the last 4 digits of your stored card.

Get routed to the right team and minimize wait time

When the IVR menu starts, select the line that matches your issue (for example, “Technical Support” for faults, “Billing” for charges, “Moving Home” to relocate). If your connection is down, say “fault” when prompted—some systems prioritize no‑service cases. If your matter is time‑critical (e.g., missed technician or moving date), politely ask for a case manager once you’re through to the right queue.

Queue times fluctuate by day and season. You’ll usually get through fastest early morning (around 8:00–9:30 am local time) or later in the evening. Keep your phone available for a callback offer if the queue is long; accepting a callback often saves 10–20 minutes compared with staying on hold during peak periods.

When to call vs. self‑serve options online

Many common tasks—checking outages, updating payment details, changing NBN or mobile plans, or tracking a modem delivery—can be done faster online. Start with the service status page and your TPG My Account portal to rule out area outages or account holds before calling. If you’re moving within 2–3 weeks, calling can still be best to lock in a technician appointment and confirm address technology (FTTP/FTTC/FTTN/HFC or home wireless eligibility).

Useful web resources include: service status (to confirm planned/unplanned outages), the contact page for chat/callback requests, and the TPG Community forum where official moderators often reply with configuration steps or known-issue updates. URLs: tpg.com.au/support/contact and community.tpg.com.au. If your service is completely down, note the timestamp and any fault ticket numbers so the phone agent can escalate immediately.

• Immediate call candidates: total loss of service; frequent dropouts after an installation; missed/late technician; moving home within 14 days; cancellation/porting of numbers; disputed charges that need same‑day action.
• Often faster online: plan changes and add‑ons; updating payment method; checking outage maps; retrieving invoices/usage; tracking modem orders; arranging a routine relocation more than 2–3 weeks ahead.
• Typical timeframes: NBN fault triage same day; simple speed/profile changes within minutes; new NBN activations commonly 2–20 business days depending on technology and technician availability; home wireless activations same day after SIM delivery and tower provisioning.

Billing, plan changes, and fees to ask about

If you change your plan by phone mid‑cycle, TPG typically applies pro‑rata credits/charges from the change date. As advertised across 2024–2025, mainstream NBN 50 plans in Australia are often in the $74.99–$79.99 per month range, while NBN 100 commonly falls around $89.99–$99.99 per month (promotional discounts may apply for the first 6 months). Confirm the exact monthly price, any limited‑time credits, and whether your speed tier includes 20 Mbps or 40 Mbps upload on your technology type.

On no‑lock‑in terms, setup fees are often $0, but hardware charges can apply if you take a supplied modem and cancel early (commonly up to about $99.95 if the minimum term isn’t met). If you move home, ask about technology change fees (for example, a new HFC lead‑in) or missed appointment fees if you cannot be present. Always request a verbal summary and an email confirmation of any plan or price change while still on the call.

Escalations and formal complaints

If your issue isn’t progressing, ask the agent to escalate to a team lead or case manager and request a ticket/reference number. For formal complaints, submit via the TPG complaints page (tpg.com.au/complaints). Under the Telecommunications Consumer Protections (TCP) Code, providers must acknowledge complaints promptly (typically within 2 working days) and aim to resolve standard complaints within 15 working days. Urgent complaints (for example, a service impacting a medical condition or an imminent disconnection) should receive priority handling, often within 2 working days.

If you’ve tried in good faith and remain unsatisfied, you can contact the Telecommunications Industry Ombudsman (TIO) on 1800 062 058 (free call within Australia) or lodge online at tio.com.au. The TIO is available Monday to Friday and can independently review unresolved complaints about phone and internet services, including faults, billing disputes, and transfer/porting issues.

Company addresses and practical notes

Corporate correspondence (not a walk‑in service desk): TPG Telecom Limited, Level 2, 177 Pacific Highway, North Sydney NSW 2060. This is the head office location for the merged TPG Telecom group. For legacy TPG Internet operations, you may also see references to 65 Waterloo Road, Macquarie Park NSW 2113 on historical paperwork. Do not send hardware returns to these addresses unless explicitly instructed in writing by TPG.

TPG does not operate general retail shopfronts under the TPG brand. For identity security, never share full payment card numbers or passwords over the phone; agents will only ask for partial verification (such as last 4 digits). If you receive an unsolicited call claiming to be TPG, hang up and call back on 13 14 23 to verify before proceeding.

Pro tips for a smoother call

Keep a running log: date/time of calls, the agent’s name, your ticket number, and a short summary of what was agreed. If the agent performs a line test or raises an NBN case, ask for the fault reference (these often have a case/ticket ID you can quote on future calls) and an ETA for the next update (for example, “by 6 pm AEST tomorrow”).

Before ending the call, request an SMS or email recapping the key actions (plan change, scheduled appointment window such as 8:00 am–12:00 pm or 1:00–5:00 pm, fees/credits, and the case/ticket number). If you can’t stay on hold, ask for a callback and confirm your best contact number and availability window.

Quick reference

TPG Customer Care (Australia): 13 14 23

National Relay Service: TTY/voice 133 677; Speak & Listen 1300 555 727; SMS relay 0423 677 767

Complaints: tpg.com.au/complaints

Service status, contact and chat: tpg.com.au/support/contact

Telecommunications Industry Ombudsman: 1800 062 058; tio.com.au

How to check TPG refund status?

You may be asked to provide the filing year for the return in question as well as your social security number, the filing status and the expected refund amount. Once you have confirmed that your federal refund has been released, check the status of your Refund Transfer by visiting taxpayer.sbtpg.com.

How do I speak to a live person at SBTPG?

Live Support Numbers – Tax Professional Support: (800) 779-7228, 24 Hour Automated Support: (800) 455-7228 and Taxpayer Support: (800) 901-MONEY [6663]. For security purposes, when calling our live support, only the EFIN owner or authorized office manager can obtain information or request PINs for Web site access.

Is TPG my tax refund?

Santa Barbara Tax Products Group, also known as TPG products, is used to process your refund when you elect to have your tax preparation fees deducted from your refund. Therefore, your review page is showing a TPG products deposit to them.

Where is SBTPG located?

Santa Barbara Tax Products Group is an American tax preparation and tax refund company based in San Diego, California.