Scheduled network maintenance and upgrades

Here's what the status lights mean on your VX220-G2V Modem.

 

Light	States and meaning
Power	Off = No power. Blue = Your modem has power.
DSL	Off = Your modem doesn't have a DSL connection. There may be an outage if your internet uses DSL. Blue = Your modem has a DSL connection. This light flashes during initial connection.
Internet	Off = Your modem is offline. There may be a problem with the modem settings or its username and password. Blue = Your modem is online.
2.4GHz & 5GHz	Off = 2.4GHz/5GHz Wi-Fi is turned off. Blue = 2.4GHz/5GHz Wi-Fi is turned on.
WAN	Off = Nothing is plugged into the WAN port. Blue = A device is plugged into the WAN port.
LAN 1-4	Off = Nothing is plugged into the LAN ports. Blue = At least one device is plugged into the LAN ports.
Phone	Off = You don't have a TPG Voice (VoIP) phone service. Blue = Your TPG Voice (VoIP) phone is online.
WPS	Off = Wi-Fi Protected Setup (WPS) isn't currently being used. Blue = This light flashes when a Wi-Fi device is trying to connect via WPS, and will stay on for about 5 minutes after a successful connection.
USB	Off = Nothing is plugged into the USB port. Blue = A device is plugged into the USB port. This light flashes when a new USB device is connected, and when data is being transferred.

From time to time, TPG may contact you for marketing or servicing reasons. TPG will never call you and ask for your passcode or password.

As part of our security measures to help keep your data and account information safe, TPG uses Multi-Factor Authentication (MFA) such as one-time passcodes to confirm your proof of identity. It’s best to make sure that your mobile number and other contact information is up to date in My Account.

 

Unless you are communicating with an agent in one of our designated departments, we will only ever contact you via these methods:

•  We will only call you from selected phone numbers.
•  SMS from a designated TPG portal that will appear as TPG or one of our selected phone numbers.
•  Email with offers, notifications or your bill from a TPG email.

 

If we send you an email, we will never ask you to click on a link to fill out your security information such as your passcode, password, date of birth or your personally identifiable information such as your address or payment details. Be mindful of scammers using clickbait or phishing emails to obtain this information.

 

Select one of the links below to jump to a query:

We know that sometimes, when you’re at home or work, walls or nearby buildings can interfere with your mobile coverage. If you have a mobile service with us - with Wi-Fi Calling (also known as Voice over Wi-Fi (VoWifi), you can make and receive calls, SMS, and MMS from an approved device, if it’s operating on the latest software, you’re connected to a Wi-Fi network and you have the Wi-Fi calling feature turned on.

 

 

Select one of the links below to jump to a query:

• What you need for Wi-Fi Calling
• How to enable Wi-Fi Calling on a Samsung phone
• How to enable Wi-Fi Calling on an iPhone
• Can I use Wi-Fi Calling to make Emergency calls?
• Can I make Wi-Fi Calls if my device isn't listed?
• How to use Wi-Fi Calling
• Additional information
• Troubleshooting
• Terms and Conditions

 

What you need for Wi-Fi Calling

To make calls over Wi-Fi, TPG Mobile customers need:

• To make sure your phone is running the latest software;
• 4G Voice & Data (VoLTE) turned on in your phone settings;
• Wi-Fi Calling turned on in your phone settings;
• Wi-Fi turned on in your phone settings; and
• To be connected to a Wi-Fi network.
  Note: Public Wi-Fi networks may not work with Wi-Fi Calling as they may have firewalls that restrict access to Wi-Fi Calling.

When you’re on a Wi-Fi call, you'll see a Wi-Fi call icon next to the Wi-Fi signal bar on your phone screen.

Not sure how to update your phone settings? We've got guides for iPhones and Samsung phones below. If you use a different phone, please check the manufacturer's website for a guide.

 

How to enable Wi-Fi Calling on a Samsung phone

Note: You may need to update your Samsung device several times until it says 'Your software is up to date' to ensure you can call emergency services.

 

 

How to enable Wi-Fi Calling on an iPhone

 

Can I use Wi-Fi Calling to make Emergency calls?

Yes, you can use Wi-Fi Calling to make emergency calls if there's no mobile network coverage. Here’s what you need to know:

• Mobile Network First: Your phone will try to use the TPG mobile network first. If that doesn’t work, it will look for other mobile carrier networks and are connected to a Wi-Fi network.
• Wi-Fi Calling as Backup: If no mobile carrier networks are available, your phone will use Wi-Fi Calling, if you have an approved device with the latest software.
• Check Compatibility: Make sure your device supports emergency calls over Wi-Fi and you have Wi-Fi Calling turned on in your settings. iiNet updates the list of approved devices from time to time.
• Keep device software updated: If you have received an SMS and/or email from us to update your device’s software or replace it immediately in order to make emergency 000 calls, see this information.
• Download Emergency+ App: This free app helps provide your location to emergency services using GPS.
• Provide Your Location: When using Wi-Fi Calling, your location might not be automatically shared, so be ready to tell emergency services where you are.
• Limitations: Wi-Fi Calling can’t receive National Emergency Warning System (NEWS) SMS warnings.

While you can make calls to emergency services (000 or 112) using Wi-Fi Calling if there is no mobile coverage available, we recommend using the mobile network if possible. This will provide a more accurate location to emergency services.

 

Can I make Wi-Fi Calls if my device isn't listed?

If your device isn't on our approved device list, you may not be able to make Wi-Fi calls. Check with your device manufacturer.

If Wi-Fi Calling is a feature you’d like to use, we recommend switching to an approved device and make sure it has the latest software.

 

How to use Wi-Fi Calling

Where can I make Wi-Fi Calls from?

As long as Wi-Fi Calling is turned on in your phone settings and your phone is connected to Wi-Fi, Wi-Fi Calling will be used automatically whenever your phone has limited TPG Mobile coverage.

 

I'm in an area with TPG Mobile coverage. Will I be able to make a Wi-Fi Call?

If you're in an area with TPG Mobile coverage and want to use Wi-Fi Calling, simply turn on Airplane Mode and connect to Wi-Fi. This will force Wi-Fi Calling to be used instead.

 

Is there any change to the way I make or receive calls on my phone using Wi-Fi Calling?

There's no change to the way you make calls over Wi-Fi Calling to another mobile phone. However, when calling a landline, you’ll need to enter the area code e.g. "02 9000 1234" instead of just "9000 1234"), even if you’re in the same state or territory.

 

What happens to calls when I leave Wi-Fi coverage?

If you are on an TPG call and you are entering a known Wi-Fi coverage area (but there is no TPG mobile coverage), the call will automatically handover to Wi-Fi calling, if the Wi-Fi calling feature is enabled. Conversely, if you are on a Wi-Fi Call and you are leaving the Wi-Fi coverage, the call will automatically handover to 4G or 5G (if you are entering a TPG mobile coverage area).

 

Can I use Wi-Fi calling while International Roaming?

No, Wi-Fi Calling is not available outside Australia.

 

What internet speed is needed for Wi-Fi Calling to work?

Wi-Fi Calling only needs a speed of 100-120kbps. However, internet services with high latency (i.e. delays sending data from one point to another), such as Satellite broadband, may reduce your call quality.

 

Can I use Wi-Fi Calling on a VPN?

Yes. Virtual Private Networks (VPNs) will work as long as they don’t have a firewall that restricts access to Wi-Fi Calling.

 

Additional information

Are there extra charges for Wi-Fi Calling?

There are no additional fees for Wi-Fi Calling. All calls and SMS/MMS are charged at the standard rates for your TPG mobile plan.

 

Does Wi-Fi Calling use data?

Yes, Wi-Fi Calling uses data over the Wi-Fi connection, which will affect the data allowance for that internet service (if applicable) or be charged based on the agreement with the internet service provider for the Wi-Fi network.

Wi-Fi Calling does not affect your TPG mobile data allowance.

 

Is Wi-Fi Calling secure?

Yes. Wi-Fi Calling uses the same authentication as a call over our mobile network. Our current supported devices enable a secured connection that will ensure all calls and text messages are encrypted.

 

Can I differentiate between Wi-Fi calls and standard calls on my bill?

Yes. The call record on your bill will state ‘Over Wi-Fi’. Calls made over Wi-Fi may default to AEST/AEDT.

 

Troubleshooting

Why Wi-Fi Calling Might Not Work on Public Networks

Sometimes, Wi-Fi Calling may not work when you're connected to a public or business Wi-Fi network. This can happen for a few reasons:

• The network’s Internet Service Provider (ISP) might not support Wi-Fi Calling.
• There could be firewall settings or other network configurations that block the service.

If you're having trouble, we recommend reaching out to the network provider or ISP to check if Wi-Fi Calling is supported on their network.

 

Why Can't I see the Wi-Fi Calling icon at the top of my screen?

If the Wi-Fi Calling icon isn’t showing at the top of your screen, it usually means the feature isn’t currently active. 

Here are a few common reasons why:

• Wi-Fi Calling is turned off in your phone’s settings.
• Your Wi-Fi network doesn’t support Wi-Fi Calling, or it’s blocking the connection.
• Your device software may need an update to support or improve Wi-Fi Calling.
• Signal strength or network quality might be too low for the feature to activate.

 

Why Can’t I Use Wi-Fi Calling for All My Calls?

Wi-Fi Calling is designed to help you make and receive calls when mobile coverage is weak or unavailable—like when you're indoors or in areas with poor signal.

However, your phone will always try to use the strongest available connection. So, if there’s good 4G or 5G coverage, your calls will go through the mobile network instead of Wi-Fi.

 

You’ll only use Wi-Fi Calling when:

• You’re connected to a Wi-Fi network, and
• Your mobile signal is too weak to make a regular call.

This switch happens automatically, so you don’t need to do anything—your phone chooses the best option for a clear and reliable call.

 

Why Can’t I Change Some Call Settings While Using Wi-Fi Calling?

When you're using Wi-Fi Calling, certain call settings—like call forwarding—can’t be changed. This is because those settings are managed through the mobile network, not over Wi-Fi.

While you're connected to Wi-Fi Calling:

• Your existing call forwarding settings will still work.
• You won’t be able to update or change them until you're back on the TPG mobile network.

To make changes, simply turn off Wi-Fi Calling or move to an area with mobile coverage.

 

Why Doesn’t My Wi-Fi Call Connect Sometimes?

In most cases, Wi-Fi Calling works smoothly. However, there are times when certain calls, especially to special numbers like 000, 112, 1300, or 1800, might not connect. This is because these numbers often rely on your location to route the call correctly.
 
When using Wi-Fi Calling, TPG uses the best available information to help locate your device. But sometimes, your exact location can’t be determined over Wi-Fi, which may prevent the call from going through.

 
What to do:

If you're having trouble calling one of these numbers, try the following:

• Turn off Wi-Fi Calling in your phone’s settings.
• Reconnect to the TPG mobile network.
• Dial the number again.

This ensures your call is routed correctly based on your mobile network location.

 

Terms and Conditions

Requirements

To use Wi-Fi Calling, you need;

• An active TPG prepaid mobile plan
• A compatible mobile phone
• 4G voice calls (VoLTE) enabled
• Wi-Fi Calling settings turned on
• Access to a Wi-Fi connection

You can turn off Wi-Fi Calling through your mobile phone settings.

There are no additional fees to use Wi-Fi Calling. However, you will be charged your normal plan rates for calls and messages (SMS or MMS) made using Wi-Fi Calling, just as you would on the mobile network. Your use of Wi-Fi will count towards your internet usage, so you may incur charges from your internet service provider. Calls or TXTs using Wi-Fi Calling will appear on your usage history as “Over Wi-Fi” and the time may default to AEST/AEDT.

 

Limitations:

• Wi-Fi Calling can’t be used while roaming overseas.
• It may not work on some public or corporate Wi-Fi networks.
• You may not receive National Emergency Warning System (NEWS) TXT warnings when you are using Wi-Fi Calling.

Here's what the status lights mean on your VX420-G2V modem.

 

Light	States and meaning
Power	Off = No power. Green = Your modem has power.
DSL	Off = Your modem doesn't have a DSL connection.  Green = Your modem has a DSL connection. This light flashes during initial connection.
Internet	Off = Your modem is offline. There may be a problem with the modem settings or its username and password. Green = Your modem is online.
2.4GHz & 5GHz	Off = 2.4GHz/5GHz Wi-Fi is turned off. Green = 2.4GHz/5GHz Wi-Fi is turned on.
WAN	Off = Nothing is plugged into the WAN port. Green = A device is plugged into the WAN port.
LAN 1-4	Off = Nothing is plugged into the LAN ports. Green = At least one device is plugged into the LAN ports.
Phone	Off = You don't have a TPG Voice (VoIP) phone service. Green = Your TPG Voice (VoIP) phone is online.
WPS	Off = Wi-Fi Protected Setup (WPS) isn't currently being used. Green = This light flashes when a Wi-Fi device is trying to connect via WPS, and will stay on for about 5 minutes after a successful connection.
USB	Off = Nothing is plugged into the USB port. Green = A device is plugged into the USB port. This light flashes when a new USB device is connected, and when data is being transferred.