Outline |
|
| Can I host my web site on free space? |
| What mail components TPG support on the hosting? |
| How do I restrict access to a subdirectory on my website? |
| How do I set up an account? |
| What is my Customer ID? |
| What is my Username? |
| Can I change my username? |
| What is my Password? |
| Can I change my Password? |
| How many hours do I have left? |
|
| What is a browser? |
| How do I bring up a Web Page? |
| What is a Start Page and how do I set it? |
| How do I perform a search? |
| I can’t access the ANZ website, what should I do? |
| If I just browse the Web without downloading anything, surely I will be able to use as many hours as I want. |
| How many megabytes is an email, a Web page, a song or even a video? |
| What is a Computer Virus? |
| Where is the any key? |
| I can’t open any websites? |
| I can’t open secure site, my online email, hotmail etc. |
| I get the error “IEXPLORE caused an invalid page fault in module " |
|
| What is my E-mail Address? |
| What is my password for my E-mail? |
| How do I set-up E-mail? |
| What are the incoming and outgoing mail servers? |
| Why does it stop downloading halfway through receiving my E-mail? |
| Why do I get multiple copies of the same E-mail message? |
| Can I collect my E-mail from a different computer? |
| What is a News Group? |
| How do I set up News? |
| What is my news server? |
| How do I set up my Email Spam and Virus Filters? |
|
| How do I check to see if I can get TPG ADSL? |
| What is involved in an ADSL service qualification check? |
| I have ISDN, can I get ADSL? |
| What is the ADSL Set up Fee? |
| Does pricing differ for regional areas? |
| I've applied for TPG Broadband, how long until I get it? |
|
| I don't have a credit card. Can I still get TPG broadband? |
| Why can’t I get ADSL? |
| How will I know if and when TPG ADSL is coming to my area? |
|
| Do I get a Static IP address? |
| Can I get additional IP addresses? |
| How much will an additional IP address cost me? |
| Do I get access to a dialup backup account? |
|
| If I have ADSL installed on an existing telephone/fax line will my existing service will be cancelled? |
| Will my normal telephone features work with ADSL? |
| Will ADSL affect the quality of my phone service? |
| Will my telephone line work if my ADSL line goes down? |
| Does a cordless phone work with the ADSL device? |
| Will a PABX or Commander System work with ADSL? |
|
| What will I need if I am running a Back-to-Base security system? |
| Can I use an EFTPOS on the same phone Line? |
| Why do I need a filter on every device? |
| Can I modify a Telstra product on the ADSL line once the ADSL is connected? |
| Should I use LLC or VC MUX? |
| What speeds should I be downloading at? |
| How do I test the above speeds? |
| What do latency, packet loss and transfer rate mean? |
| I have a fixed IP address/s, if I leave my ADSL connection idle for 2-3 days will it disconnect? |
| I have a fixed IP address/s, if I transfer from the layer 2 plan, to the layer 3 plan will I carry the same IP address/s across to this plan? |
| Can I host a mail or web server on my fixed IP PPPoE Connection? |
| My network card is connected at 100mbit/sec. Why is my Internet connection not as fast? |
|
| How much faster is TPG ADSL than a regular modem? |
| I'm switching from another ISP to TPG; can I use my existing modem? |
| Can I use any modem? |
| What modem/routers does TPG support? |
| What modem/routers can be used with TPG ADSL? |
| Can I upgrade my existing Dialup modem to an ADSL modem? |
| What do I do if my modem is faulty? |
| What encapsulation type does TPG use? |
| What ADSL type does TPG use? |
| I have a Wireless Router. Can I use my TPG ADSL Connection from any location? |
|
| Who will install the modem? |
| Does TPG supply installation assistance? |
| Does TPG provide onsite installation? |
| Do I need to be available when the phone company technician comes to install my ADSL phone line? |
| Do contract installers make specific appointment times? |
| What is the duration of the line and CPE (Customer Premises Equipment) installation session? |
| Once my ADSL service is installed, will I be automatically connected to the Internet? |
| How do I get a central splitter installed? |
|
| I am relocating, what do I need to do to relocate my TPG ADSL service? |
| How much does it cost to relocate my TPG ADSL service? |
| How long does it take to relocate my TPG ADSL service? |
| I currently have a IPOATM or RFC 1483 (Layer Three Bridged or Routed), will I have to change to the new PPPoE (Layer Two) plan? |
|
| What is a domain name? |
| Why should your company have a domain name? |
| What is Domain Name Hosting? |
| Why have TPG Host your Domain Name? |
| How does your company get its own domain name? |
| What registration rules do I need to satisfy? |
| How much does registering a domain name cost? |
| Which domain name should I choose? |
| How do I register for Domain Name Hosting with TPG? |
| What is a Registry Key? |
| How do I configure my Domain Email Addresses? |
| What is DNS? |
| How do I change my DNS settings? |
| How do I cancel my Hosting with TPG? |
| What is domain name redirecting? Are there any charges involved? |
| What is sub domain? How much does it cost? |
| When my domain name is registered, who owns the domain name? |
| What happens if I made an error with the spelling of my domain name? |
| What is an A-Record? |
| What is an MX Record? |
| Is there a utility that allows me to add a counter to my web site? |
| How to create an email form on your web site. |
| How to create a form to e-mail to add to your web site. |
| Can you email me the location of FormMail, I am trying to set up a form
on the my website hosted with TPG. |
|
| What is web site hosting? |
| I host my website without hosting Domain name with you? |
| Does website hosting include domain name hositng? |
| Are there any mailboxes included in your domain and web hosting packs? |
| Is ASP free? |
| What databases you support? Is there any charge? |
| Do you support shopping cart? |
| How do I host Secured Server? What do I need to host? |
| Help! I lost or forgotten my FTP username and password. How do I obtain my username and password? |
| I have uploaded my content but its not visible? |
| What version of IIS, Apache, MSSQL, MySQL? |
| Do you support third party software components on your hosting server? |
| Do you support JAVA and Servlets? |
| How do we contact TPG for any Help? |
| Will my site be fast? |
| What sort of content am I allowed to publish on my website? |
| How do I publish pages on my website? |
| How do I collect data from html forms and email them to an email address? (using matt's formmail) |
|
| Help! I am not able to upload files to my webspace. |
| Currently my domain is hosted by TPG, how do I request for web site hosting and extra mail boxes? |
| How do I enable auto-indexing or directory listing? |
| How do I disable TPG's default index page? |
| I have an internet account with TPG. I have several questions regarding my free web space: (1) How do I activate the web space? (2) What is the ftp address? (3) What is the web address? (4) How do I find out how much web space I have used up? (5) What happen if my account expires? (6) Can I get web statistics for a free web page? |
| How do i activate my free webspace? |
|
| What is Domain Email Hosting ? |
| How do I setup Domain Email Hosting with TPG ? |
| How do I manage my Domain Email Accounts ? |
| How many Domain Email Addresses can I have ? |
|
| What is VoIP? |
| What are the advantages of TPG’s VoIP Telephone Service? |
| How does the sound quality compare to a traditional phone call? |
| Will speed throttling affect VoIP Call quality? |
| Is your network based locally or overseas, and what effect will this have on end-users? |
| Do you own or lease the network infrastructure, and what effect will this have on end-users? |
| How much does it cost? |
| Will VoIP affect your broadband usage limits? |
| Do I have to keep my current telephone line? |
| To call a mobile phone within Australia |
| To call an internatal destination |
| Can I use TPG’s VoIP Telephone Service if I lose power? |
| Can I call emergency numbers with my VoIP service? |
| How does the phone and line numbering system work? |
| How can I make a call from TPG’s VoIP Telephone Service? |
|
| How do I sign up for TPG’s VoIP Telephone Service? |
| Can I use TPG’s VoIP Telephone Service with a dial-up connection? |
| Does TPG offer deals with ADSL broadband and the VoIP Telephone Service bundled together? |
|
| What equipment and ADSL connection is required? |
| Are there compatibility issues that need to be addressed, for instance with modems or firewalls? |
| Does my computer have to be turned on when I make a call? |
| Can I use my computer while on the phone? |
| Can I use a Fax machine with the TPG’s VoIP Telephone Service? |
|
| How can I get Free Minutes? |
| What types of calls can I make by using Free Minutes? |
| How are calls made using Free Minutes calculated? |
| Can I carry over unused Free Minutes to the following month? |
| What happens if I made a call outside the Free Minutes? |
| How are the TPG’s VoIP Telephone Service charges calculated? - Calls made using Free Minutes |
| How are the TPG’s VoIP Telephone Service charges calculated? - National Calls (Landline) |
| How are the TPG’s VoIP Telephone Service charges calculated? - Calls to Mobiles within Australia |
| How are the TPG’s VoIP Telephone Service charges calculated? - International Calls |
|
| How am I billed for TPG’s VoIP Telephone Service? |
| Can I view my bills online? |
Content |
General/General/Account Details |
| Can I host my web site on free space? |
Yes, existing TPG Customers with an ADSL/Dial Up Account will have 10Mb or 30Mb of Web space to use for basic HTML Websites as specified for the customer's internet plan. Click here to view the current pricing.
[ top ] |
| |
| What mail components TPG support on the hosting? |
TPG Windows servers support CDOSYS, Jmail (emails must be relayed through mail.tpg.com.au:25)
TPG Linux servers support FormMail
[ top ] |
| |
| How do I restrict access to a subdirectory on my website? |
Password protecting folders on your website using .htaccess and .htpasswd
An easy way to restrict access is by creating ".htaccess" and “.htpasswd” file.
The below example is based on a free web space with username is “joeydin” and the directory I want to protect is “test-access”. This directory contains a simple html file the prints out a “hello” message.
The location of the file “test-access” is /ftp/joeydin/ test-access. joeydin is the root directory.
Step 1
Creating an .htaccess file
This file contains the information about the file we want to protect.
Create a text file (windows users) copy and paste the following lines. As for Linux/Unix user, you can simply vi these files.
AuthUserFile //.htpasswd
AuthGroupFile /dev/null
AuthName Please enter details
AuthType Basic
require valid-user
For example:
AuthUserFile /ftp/joeydin/test-access/.htpasswd
AuthGroupFile /dev/null
AuthName "Please log in"
AuthType Basic
require valid-user
The line “/ftp/joeydin/test-access/.htpasswd” tell the system to look for the username password stored in the file .htaccess in location /ftp/joeydin/test-access/. “ftp” is the directory on the server every users of the free web space are using the same location. “joeydin” is my ftp account, its also my root directory, and “test-access" is file that I want to protect.
Step 2
Save this file with any name you wish say htaccess.txt in your C drive. So the location is c:\htaccess.txt
Step 3
The best way is to upload your .htaccess file using DOS or your command prompt.
A. Open a command prompt by clicking on start, and run.
B. Type "cmd"
C. Type "ftp", space, and 203.26.24.82 (IP address of the web server)
D. Log in with your username and password
E. Type "put" enter
F. When prompted for local file, type the location and name of file to upload (c:\htaccess.txt)
G. When prompted for remote file, type .htaccess so htaccess.txt is uploaded to your root directory with its name replaced to .htaccess.
Step 4
A. Creating .htpasswd file. This is the file that .htaccess look into when it has to verify the user again the password
The file is in this format:
Username:password
The user name can be in plain text, but the password has to be encrypted.
As an example, my file has the format
test1:F9dL96L2KtsaQ
B. As you can see, the password is encrypted; you can get your password encrypted from one of these sites:
http://www.euronet.nl/~arnow/htpasswd/
http://www.inch.com/info/tech/HOWTOS/htaccess/htpasswd.html
C. Upload the file using the same instructions.
You can see my example of the authentication by going to users.tpg.com.au/joeydin/test-access with the username ‘test1’, password ‘testme’.
[ top ] |
| |
| How do I set up an account? |
Firstly you will need:
A Computer
A Modem
Connection Software
Almost any computer can be connected to the Internet. Most computers come with the software you require. To register an account please visit http://www.tpg.com.au/register_online/.
[ top ] |
| |
| What is my Customer ID? |
Your Customer ID is a number you will have received on your TPG Invoice. This number identifies your account, you will need it when you contact our Accounts Department
[ top ] |
| |
| What is my Username? |
Your Username is a word between 6 and 8 characters in length and is always all lower case. You use this name to dial-in to the Internet and will also require it when using email. When you open a new account you will be asked for a username. To check if a username is available please log into the your account page. When you receive your invoice to confirm that your account has been set-up it will list your username.
[ top ] |
| |
| Can I change my username? |
No, you cannot change your username. If you decide that you dislike your username you are able to create up to two email aliases. log onto the your account page to create an E-mail Alias.
[ top ] |
| |
| What is my Password? |
You are required to select a Password when setting up a TPG Internet account. This provides you with a way to keep your account secure. Your password should be 6-8 characters in length and should contain a combination of numbers and letters. Your Password does not appear on your invoice for security reasons, therefore, if you have forgotten your Password you will need to contact our Accounts Department on 1300 360 855. When calling Accounts you will need your full name, address and phone number. You will also need your Customer ID.
[ top ] |
| |
| Can I change my Password? |
Yes, you can change your password. In fact it is a good idea to change your password frequently for security reasons. You can change your Password on the Your Account section of the Home Page.
[ top ] |
| |
| How many hours do I have left? |
We have a Check Account Usage option in our Your Account section of the Home Page. This allows you to check the hours you have used and a history of your logins.
[ top ] |
| |
General/General/Browsing the web |
| What is a browser? |
A browser is program that interprets HTML documents and displays them to the user. This type of program is required to view Web Pages. There are lots of different browsers, the most popular of these being Internet Explorer and Netscape.
[ top ] |
| |
| How do I bring up a Web Page? |
To view a Web Page you need to open your browser. If you have the url or address of the site you wish to view, simply enter it into the address line of the browser and hit enter. The page will then load into your browser.
[ top ] |
| |
| What is a Start Page and how do I set it? |
A start page is a Web Page that automatically loads when you open your browser. You can set your Start Page to whatever you want it to be.
[ top ] |
| |
| How do I perform a search? |
To perform a search you need to use a Search Engine. There are a number of different Search Engines. TPG recommends Google! which is one of the most popular search engines. To perform a search with Google! click here.
[ top ] |
| |
| I can’t access the ANZ website, what should I do? |
ANZ Bank customers who experience difficulties logging into the ANZ Bank
website, please use this link http://www.anz.com.
[ top ] |
| |
| If I just browse the Web without downloading anything, surely I will be able to use as many hours as I want. |
Downloading is an action. It is the transfer of information from a computer on the Internet to your computer. Browsing is a form of downloading. When you view Web pages, you have downloaded the information you see from the Internet.
Web pages vary in size. A Web page with only a small number of pictures and a lot of text will be relatively small in size. A colourful Web page with more pictures than text will be, as a rule, a lot larger.
A good indicator of how large a Web page is, is how long it takes to download. Small pages appear on your screen quickly and larger pages take longer.
Some examples of downloads are:
emails
Web pages
MP3s or songs
pictures
games
programs
[ top ] |
| |
| How many megabytes is an email, a Web page, a song or even a video? |
The size of anything on the Web will vary enormously. There are ways to check the sizes of the files you download.
*The following examples are for Microsoft Outlook and Internet Explorer.
To check the size of an email:
Open the email.
In the menu bar, click on File.
Scan the list and click on Properties.
A dialog box will appear, similar to the one shown here.
To check the size of a Web page:
Move your mouse to a space on the Web page that does not contain text or a graphic. In other words, find a blank spot.
Right click on this the spot. A menu will appear.
Scan the list and click on Properties.
A dialog box will appear.
To check the size of an MP3 or song file:
Move your mouse over the top of the songs icon.
Right click on the icon, a menu should appear.
Scan the list and click on Properties.
A dialog box will appear.
[ top ] |
| |
| What is a Computer Virus? |
Computer viruses spread from computer to computer. They can cause your computer to erase data, your hard drive to crash and even your mail client to spread an email virus to everyone in your address book.
Computer viruses spread when certain programs are executed onto your PC. Your computer may become infected by a computer virus when installing copied programs from a disk or downloading programs from the Internet. Viruses can only spread from computer to computer in a limited number of ways. The most common way is for an infected program to be copied or downloaded to a computer and then run.
There are a number of ways that software can be transmitted over the Internet. Programs can be manually downloaded from Web and FTP sites. They can be sent via email. They can be passed around using the file transfer capabilities of online chat and `buddy services (IRC, ICQ etc.). They can even be downloaded from newsgroups.
The TPG monthly newsletter, Incyber, keeps you up to date on the types of virus around and tips on how to remove them from your PC in the unlikely event that you have one. Click here to view the recent edition of the Incyber.
[ top ] |
| |
| Where is the any key? |
When someone gives you the instruction "please click on any key", they mean please press a key on the keyboard.
please click on http://en.wikipedia.org/wiki/Any_key for more information
[ top ] |
| |
| I can’t open any websites? |
1.Check the browser setting, In Internet Explorer, Click Tool -> Internet Option -> Security Tab -> Select Internet -> Click Default Level Button. Select Advanced Tab -> Click Restore Defaults
2.Check the browser is not using a proxy, In Internet Explorer, Click Tool -> Internet Options -> Connections Tab, Select the dialup connection -> Click Settings. Under the heading Proxy Server check this option is not ticked
3.Try nominating a proxy server, add address proxy.tpg.com.au port 80
4.Remove Temporary Internet Files and cookies, In Internet Explorer, Click Tool -> Internet Option -> Under the heading Temporary Internet Files ->Click Delete Cookies and Delete Files
5.Open an MS-DOS/Command prompt window, type "ping 127.0.0.1" (without the quotes), and then press ENTER. If you receive four replies, then type “ping www.tpg.com.au” (without the quotes), and then press ENTER. If you receive four replies check entries in the Hosts file.
6.If you receive a "Request time out" error message or if you do not receive four replies check that TCP/IP Is Installed and Functioning Properly.
[ top ] |
| |
| I can’t open secure site, my online email, hotmail etc. |
1.Check the browser setting, In Internet Explorer, Click Tool -> Internet Option -> Security Tab -> Select Internet -> Click Default Level Button. Select Advanced Tab -> Click Restore Defaults
2.Check cipher strength (encryption capabilities) of the browser, Click Help -> About Internet Explorer, check cipher strength currently 128-Bit
[ top ] |
| |
| I get the error “IEXPLORE caused an invalid page fault in module " |
1.Close the program and restart it if the fault continues to happen check google with the error message.
2.The website you are trying to load does not expect your browser to support java or other plug-ins, Un-install/Re-install the Internet Explorer Program
[ top ] |
| |
General/General/Email and News |
| What is my E-mail Address? |
Your TPG E-mail address is Username@tpg.com.au. Where Username is your username. If you are uncertain of what your Username is please visit the Contact TPG page.
[ top ] |
| |
| What is my password for my E-mail? |
Your E-mail password is the same as that you use to log-on with. If you are uncertain of what your Password is please visit the Contact TPG page.
[ top ] |
| |
| How do I set-up E-mail? |
TPG have detailed set-up instructions for most E-mail Clients. To go to the E-mail set-up page click here.
[ top ] |
| |
| What are the incoming and outgoing mail servers? |
The incoming and outgoing mail server addresses are the same.
for smtp its mail.tpg.com.au on port 25
for pop3 its mail.tpg.com.au on port 110
for imap its mail.tpg.com.au on port 143
using tls or ssl:
for smtps its mail.tpg.com.au on port 25
for pop3s its mail.tpg.com.au on port 995
for imaps its mail.tpg.com.au on port 993
[ top ] |
| |
| Why does it stop downloading halfway through receiving my E-mail? |
This can be caused by a faulty mail header message on the message that has been sent. This may have occurred in transit or at the source. To fix the problem, simply delete the message off the server. To delete an E-mail from the server please visit tpg postoffice by clicking here.
[ top ] |
| |
| Why do I get multiple copies of the same E-mail message? |
This is caused when a mail program fails to send a "received" code for a specific message and the messages are repeated until it succeeds to send the code or the message is deleted from the server. To delete an E-mail from the server please visit tpg postoffice by clicking here.
[ top ] |
| |
| Can I collect my E-mail from a different computer? |
Yes. You will need to configure the E-mail Client on the new computer for your account. For details on how to configure the E-mail Client click here.
[ top ] |
| |
| What is a News Group? |
A Newsgroup is a public discussion forum. When you post a message to a newsgroup you are posting a public E-mail message that can be read by anyone in the world. Newsgroups are useful for asking questions on hard to get information and explanations of topics. They can also be a lot of fun as there are a lot of Newsgroups dedicated to entertainment. There are about 100,000 Newsgroups in the world. Not all are public - some are assigned to specific regions.
[ top ] |
| |
| How do I set up News? |
You need a News reader program. Some examples of these are Microsoft Outlook 98 and Outlook Express, Netscape Communicator and Eudora. Earlier version E-mail clients don't have news reading capability. There are also dedicated News programs that can be downloaded off the Web.
[ top ] |
| |
| What is my news server? |
Your news server is the server that supplies news articles sometimes known as the NNTP server.
tpg news server: news.tpg.com.au on port 119
[ top ] |
| |
| How do I set up my Email Spam and Virus Filters? |
TPG has an easy way to set up your spam and virus filters for your TPG email accounts. By default your spam filter is turned on, to configure your spam filter please visit the your account page at: http://cyberstore.tpg.com.au/your_account. We offer FREE Spam and virus filters, to all of our customers with TPG email accounts. This feature should help eliminate spam as well as possible virus infected emails reaching your Inbox.
[ top ] |
| |
TPG Broadband/ADSL FAQs/Availability |
| How do I check to see if I can get TPG ADSL? |
Please visit www.tpg.com.au on the top right hand corner there is a checking tool, enter your phone number to check and see if you can have ADSL in your area. Once the availability of ADSL to your premises has been confirmed it will still need to be qualified and is dependent on such things as the distance that you are located from the exchange and the quality of the copper cable in place.
[ top ] |
| |
| What is involved in an ADSL service qualification check? |
ADSL cannot be provided on all phone lines. A service qualification test will check whether your phone line meets the following basic requirements:
- Your telephone line belongs to an ADSL enabled exchange.
- Your home or business is within a certain distance from a Telstra exchange building.
- Your telephone line is a straight PSTN service without any ADSL incompatible equipment such as PABXs, Commanders, OnRamp services, pair gain systems etc.
- There are no incompatible products associated with your telephone line
such as EasyCall® Multiple Number or FaxStream Duet™.
- A service qualification check will only be carried out after an agreement for the service has been signed. If the qualification check is positive the service will be installed however if the check is negative you will be advised and your signed agreement will be void.
Please note: If your phone line passes the service qualificaiton test, this does not guarantee that broadband can be successfully installed.
[ top ] |
| |
| I have ISDN, can I get ADSL? |
You will be able to get ADSL if:
- Your local exchange supports ADSL.
- You use an analogue telephone service. Charged as a standard telephone line rental.
[ top ] |
| |
| What is the ADSL Set up Fee? |
In order to use ADSL your normal telephone line must be enabled for ADSL. This is done at the telephone exchange level and it is unlikely a technician will need to come to your home or office. Click here to view the current pricing.
[ top ] |
| |
| Does pricing differ for regional areas? |
TPG now has nationwide pricing for all our ADSL packages. to view the latest pricing click here.
[ top ] |
| |
| I've applied for TPG Broadband, how long until I get it? |
ADSL Registration Process
- Registration - Allow 1 working day.
TPG receives the completed ADSL Registration form and verifies that the customer has completed all relevant sections.
- Nominated line qualification - Usually same day unless further testing is required.
All details are passed to logistics who then put service qualification through to Telstra to complete the ADSL installation. Qualification ensures the following number of variables;
- The customer is within 4km of the exchange
- The customers closest exchange has the capability and the capacity for the connection
- The customer is not running anything on the line that would prevent ADSL from being enabled. - e.g The line is fibre-optic, PABX, ROTARY, Commander systems, or they might have the line configured for ADSL with another provider etc. (See: Incompatible Line Type document for further information)
- Initial charging
After qualification is successful TPG bills the customer for:
- Set-up cost (if applicable)
- Equipment (e.g. modem if purchased through TPG)
- Equipment delivery fee (if applicable)
- The first subscription fees are billed monthly, quarterly or another term as specified for the customers plan.
Note: Billing period will commence when the service is first activated. Installation will proceed on receipt of payment. Allow 5 working days for direct debit processing.
- Service Activation Request - Allow 5-8 working days
The application is sent to Telstra for the physical provisioning of the ADSL service and configuration of the customers requested line.
- Shipment of Equipment and / or Configuration Sheet - Allow 1-2 working days
Modems will be configured by TPG and dispatched via overnight bag.
- Installation of Service
Customer & Dealer will be advised of installation by e-mail. An Engineer will be assigned to the account for the initial setup assistance if required. Customers can obtain free installation support through the TPG Technical Helpdesk. For technical support, ADSL modem set up assistance, configuring email client, and line problems call 1300 360 855.
This service is available:
Monday to Friday 8:00am - Midnight
Weekends 9:00am - 9:00pm
Public holidays 9:00am - 6:00pm
Or you can visit www.tpg.com.au/helpdesk for further information.
Installation Status
The customer’s installation can be viewed here. To check your installtion status on-line, you will require your username and password. If you have not provided a password, then a temporary password, the same as the username, will be allocated. Note: All time frames are an estimation based on average installations. Estimated installation times do not take into account delays caused by incomplete/incorrect information provided on the customer's application or technical installation issues. Applications with rejections will be delayed. On average a customer can expect to be installed within 2-3 weeks.
[ top ]
|
| |
|
[ top ] |
| |
| I don't have a credit card. Can I still get TPG broadband? |
Yes, we also accept direct debit from approved bank accounts (from approved institutions only and subject to a credit rating).
[ top ] |
| |
| Why can’t I get ADSL? |
You may not be able to get ADSL for many reasons but the most common three are:
- You are too far from the local telephone exchange.
- The local telephone exchange is not enabled.
- You want to use an ISDN service, if this is the case try using a fax or private individual line.
[ top ] |
| |
| How will I know if and when TPG ADSL is coming to my area? |
TPG can record your details and contact you when the service becomes available in your area.
[ top ] |
| |
TPG Broadband/ADSL FAQs/TPG ADSL Features |
| Do I get a Static IP address? |
Only Business DSL/ADSL plans come with static IP address as displayed on website http://www.tpg.com.au/products_services/adsl_pricing.php?type=business.
[ top ] |
| |
| Can I get additional IP addresses? |
Only customers on Static IP plans are eligible to apply for additional IP addresses. All Business DSL/ADSL plans come with static IP as displayed on website http://www.tpg.com.au/products_services/adsl_pricing.php?type=business. For more information on additional IP addresses, please visit http://www.tpg.com.au/products_services/ip_addressing.php or contact Customer Service on 1300 360 855.
[ top ] |
| |
| How much will an additional IP address cost me? |
On an already established connection there is a one of fee of $59 to set it up.
Click here to view the current pricing.
[ top ] |
| |
| Do I get access to a dialup backup account? |
Yes, a dial up backup account is available with all TPG ADSL services in the event of an ADSL fault customers incur usage charges when accessing their backup dialup services, except where specified with some static, layer 3 ADSL plans. Backup dial-up usage is charged at $1.10 per hour, capped at $16.99 per billing month, except for the Broadband Value 256 plan where dialup usage will be deducted from the customer's 200MB limit and therefore charged at 15c/MB. When using the dial-up back up the Customer will incur additional call connection charges and the Customer will continue to be liable for all charges from their telephone network provider. Customer who use the backup dialup service are encouraged to check with their phone provider that the dialup telephone number they intend to use is a local call number and will not attract STD charges. For details please refer to Backup dial-up service in TPG ADSL Terms and Conditions.
[ top ] |
| |
TPG Broadband/ADSL FAQs/Technical Questions |
| If I have ADSL installed on an existing telephone/fax line will my existing service will be cancelled? |
No. When an existing service is selected for conversion to ADSL, it will still be available for voice services. However, there may be a very small percentage of services where voice carriers do not allow both to run in parallel.
[ top ] |
| |
| Will my normal telephone features work with ADSL? |
Your telephone features will work as normal. However, we will not be able to offer you an ADSL service if you currently use incompatible products such as EasyCall® Multiple Number.
[ top ] |
| |
| Will ADSL affect the quality of my phone service? |
Not at all, your phone and ADSL service reside on totally separate frequencies, so you can make calls or send faxes while surfing the Web, and your phone reception is as crisp and clear as ever. However, C-10 central filters are required to be used on each telephone line outlet you are utilising.
[ top ] |
| |
| Will my telephone line work if my ADSL line goes down? |
Most likely your telephone will be all right, but conversely if your telephone doesn't work then it's a safe bet that your ADSL service won't be available either. Remember that re-establishing your ADSL connection might be as simple as restarting your computer.
[ top ] |
| |
| Does a cordless phone work with the ADSL device? |
You require a central filter for each cordless phone attached to your nominated ADSL line. The central filter is available from TPG for $25 each.
[ top ] |
| |
| Will a PABX or Commander System work with ADSL? |
Yes, but you need to install a central splitter before the PABX or Commander system.
[ top ] |
| |
|
[ top ] |
| |
| What will I need if I am running a Back-to-Base security system? |
A Central splitter/filter must be installed if you are running a back-to-base alarm system on your phone line. In order to install Central Splitter, one should have Austell approved telecom technician. We normally recommend our dealers.
[ top ] |
| |
| Can I use an EFTPOS on the same phone Line? |
An inline filter may work however you may require a central splitter especially if there are multiple devices on the line (fax/answer machine/EFTPOS/dial up modem).
[ top ] |
| |
| Why do I need a filter on every device? |
ADSL services operate on a higher noise frequency in comparison to devices such as telephones, fax machines, Dial up modems, EFTPOS machines and back to base security systems. A C-10 central filter is needed to filter out this high frequency noise. Without the filter, these devices are basically unusable because of the amount of noise being transmitted. Not having a filter on each device will also cause no connection or intermittent ADSL Internet connection.
One C-10 Central Filter for a standard telephone handset comes with every modem/router supplied by TPG. A central filter will be required for every cordless telephone handset and for every fax machine on the same phone line as the ADSL service.
A central splitter must be installed on the service phone line, if you have:
(a) A monitored ‘back to base’ security system, which operates via the same phone line as the broadband service.
(b) More than 3 telephony devices connected to your broadband phone line.
(c) A mode 3 phone socket connected to your broadband phone line.
Installation of any required central splitter hardware is at the customer’s own expense. The customer should contact an Austel approved technician or Telstra to install the central splitter. For further information contact TPG Sales (contact details are available online at http://www.tpg.com.au/about/contact.php).
[ top ] |
| |
| Can I modify a Telstra product on the ADSL line once the ADSL is connected? |
No, any modification including (adding/deleting) products will cause the ADSL to become disconnected.
[ top ] |
| |
| Should I use LLC or VC MUX? |
LLC
[ top ] |
| |
| What speeds should I be downloading at? |
256Kb: 25-28KB
512Kb: 50-58KB
1500Kb: 140-150KB
[ top ] |
| |
| How do I test the above speeds? |
Go to the free download page on TPG web site: www.tpg.com.au/downloads. Download a program over 2Mb and record the speeds.
[ top ] |
| |
| What do latency, packet loss and transfer rate mean? |
Latency: Latency is the period of time taken to move information from one location to another - it is the delay in moving a packet of data. This is most commonly expressed by ADSL users as their 'ping time' - which is actually a measure of the latency in moving a packet from one location to another and back again - otherwise known as the Round Trip Time.
Packet Loss: Packet loss refers to the percentage of packets which, when transmitted in the network, fail to reach their destination. Packet loss, as indicated by tools such as 'ping', indicates the loss in either the outbound or the return direction, and does not indicate the location or direction in which that loss occurred. It is commonly referred to as a percentage, with 0% loss meaning that all packets were carried to their destination successfully.
Transfer Rate: (often called 'download speed' or 'throughput'): This is the rate at which data is transferred over a connection. It is often expressed as a speed in KiloBITS per second or in KiloBYTES per second.
[ top ] |
| |
| I have a fixed IP address/s, if I leave my ADSL connection idle for 2-3 days will it disconnect? |
No, unless you have things like power save enabled on your PC where it will power down the modem after a defined period of inactivity.
[ top ] |
| |
| I have a fixed IP address/s, if I transfer from the layer 2 plan, to the layer 3 plan will I carry the same IP address/s across to this plan? |
No, you will not carry over an IP address from the Layer 2 plan to the Layer 3 plan (or vice versa) because of a different number of IP address requirements.
[ top ] |
| |
| Can I host a mail or web server on my fixed IP PPPoE Connection? |
Yes, as long as your Internet connection remains on. Once you disconnect from the Internet your IP address is no longer accessible, therefore any services you have running on it stops working.
[ top ] |
| |
| My network card is connected at 100mbit/sec. Why is my Internet connection not as fast? |
When you see the network icon in the System Tray with the connection speed, whether it is 10/100mbps or 11/54mbps (wireless connections), this simply indicates the speed of the link between the computer and the network device this interacts with. Whether it's a modem/router, a network switch or a wireless access point, the reported speed is a reflection of the connection which is directly plugged into your computer.
However your Internet speed is solely determined on your external line, your modem and the plan you have with TPG. Regardless of the speed of the link between your computer and the modem or access point, your Internet connection should be whatever plan you are paying for with TPG. Expected download speeds for each plan are as below:
| Broadband Speed | Average Speed in Kilobytes |
|---|
| 256kbps | ~25-27 kilobytes per second |
| 512kbps | ~47-57 kilobytes per second |
| 1.5Mbps | ~140-160 kilobytes per second |
[ top ] |
| |
TPG Broadband/ADSL FAQs/Modems |
| How much faster is TPG ADSL than a regular modem? |
TPG ADSL provides blistering performance compared to older technologies and the following table shows some examples.
| File Download Speed |
|---|
| File Size | 33.6Kbps Modem | ISDN 64Kbps | ADSL 256Kbps | ADSL 1.5Mbit |
|---|
| 128kilobytes | 30 seconds | 16 seconds | 4 seconds | 1 second |
| 6 Megabytes | 24 minutes | 12.5 minutes | 3.1 minutes | 32 seconds |
| 40 Megabytes | 2.7 hours | 1.4 hours | 21 minutes | 3.5 minutes |
[ top ] |
| |
| I'm switching from another ISP to TPG; can I use my existing modem? |
Yes, but only if it is a TPG approved modem. We are unable to provide Technical Support for modems other than those that TPG distribute.
[ top ] |
| |
| Can I use any modem? |
No, TPG has a list of approved modems that have been tested with the TPG ADSL service and are ACA approved. You may install a non TPG approved modem if you wish however TPG cannot provide any assistance with the installation should it be required.
Most importantly, it is a legal requirement that any equipment connected to the ADSL Service must be labelled with the ACA telecommunications compliance mark.
[ top ] |
| |
| What modem/routers does TPG support? |
TPG provides technical support for modems/routers that have been purchased from TPG. To view a list of available TPG modems/routers click here.
[ top ] |
| |
| What modem/routers can be used with TPG ADSL? |
Note: If there is no “limitation” stated next to a modem listed below, then it is compatible to be used in Layer2/PPPoE mode as well as both Bridged and Routed modes under Layer 3.
D-link Modems
- 100d – Layer 3 only. Bridged
- DSL200 - Bridged Mode Only
- DSL 300 - Layer 3 only. Bridged or Routed
- DSL 300+ - Bridged Mode Only
- DSL 302G
- DSL 500
- DSL 504 series
- DSL 604T
Dynalink Modems
- ALE070 – Bridged Mode Only
- RTA 020 – Layer 3 only. Bridged and Routed
- RTA 100
- RTA 220 – Layer 3 Only. Bridged and Routed
- RTA 300 – Layer 3 Only. Bridged and Routed
Alcatel Modems
- Speed Touch Home – Bridged Mode Only
- Speed Touch Pro
Billion Modems
- BIPAC-711CE - Layer 3 Only. Bridged and Routed
Cisco
- 827 - Layer 3 Only. Bridged and Routed
Netcomm
- NB 1200 - Bridged Modem Only
- NB 1300 series
- NB 3300 - Layer 3 Only. Bridged and Routed
- NB 1
- NB 2
- NB 5 series
- NB 5580W
- NB 9W
Netgear
- Netgear 602
- Netgear 604
- Netgear 632
- Netgear 814
- Netgear 824
Draytek
ZyXel
All other Modems/Routers, you should contact TPG directly for compatibility.
[ top ] |
| |
| Can I upgrade my existing Dialup modem to an ADSL modem? |
No, ADSL modems are very different technology to any existing dial up modem. If you have an existing ADSL modem it may be able to be used with the service however we recommend that only TPG approved modems be used on the service.
[ top ] |
| |
| What do I do if my modem is faulty? |
Faulty modems, which were purchased from TPG, are required to be returned to TPG. TPG will then test and replace any faulty modems; up to a year from the date they were purchased. If the modem is over one year old, you need to return it to the manufacture for warranty purposes.
Dlink 1300 766 868
Dynalink 1800 653 962
[ top ] |
| |
| What encapsulation type does TPG use? |
1483 Bridge for Ethernet Mode
1577 Classical IP for Routed Mode
2516 PPPoE Over Ethernet
[ top ] |
| |
| What ADSL type does TPG use? |
All plans are now PPPoE.
We have previously offered:
IPOATM
RFC 1483
[ top ] |
| |
| I have a Wireless Router. Can I use my TPG ADSL Connection from any location? |
Generally speaking, the wireless coverage is large enough to cover most residential premises, but will vary from user to user. The wireless link to your TPG ADSL connection is limited by range, which in turn is determined by a number of factors. These include the number of walls the signal must pass through, the building material of these walls, and the presence of other wireless signals in the area. Once you are out of the range of your wireless access point, you will lose connectivity to your TPG ADSL link, even if other access points are in the area. As such, you cannot use your TPG ADSL connection from any location; you are limited to the range of your wireless access point.
[ top ] |
| |
TPG Broadband/ADSL FAQs/Installation |
| Who will install the modem? |
Customers can self-install the modem. You just need to follow a simple step-by step procedure supplied with the ADSL modem.
[ top ] |
| |
| Does TPG supply installation assistance? |
Yes, TPG can provide over the phone consultancy, through TPG's Help Desk on 1300 360 855.
[ top ] |
| |
| Does TPG provide onsite installation? |
Yes, at $150 per hour (min 1 hour)
[ top ] |
| |
| Do I need to be available when the phone company technician comes to install my ADSL phone line? |
You will not usually have to be available when the technician comes to activate your ADSL phone line. The technician may need access to your telephone box to complete the installation, so if it is easily accessible from the outside of the home or office, you do not need to be present for the ADSL phone line connection. If there are unusual circumstances with the installation of your service the technician will be in touch with you and arrange for a suitable time when you are present.
[ top ] |
| |
| Do contract installers make specific appointment times? |
The TPG contractor will not be able to indicate the exact time of the installation however every effort will be made to identify a block of hours for an appointment for the set up of your service.
[ top ] |
| |
| What is the duration of the line and CPE (Customer Premises Equipment) installation session? |
The line and CPE installation can take up to two hours and will involve 1-2 people.
[ top ] |
| |
| Once my ADSL service is installed, will I be automatically connected to the Internet? |
Yes, as long as your ADSL equipment is plugged in and turned on and your PC has been configured for the ADSL service. Dial up and timed call charges do not apply to an ADSL service.
[ top ] |
| |
| How do I get a central splitter installed? |
Contact an Austel approved technician or Telstra to install the central splitter.
[ top ] |
| |
TPG Broadband/ADSL FAQs/Relocating |
| I am relocating, what do I need to do to relocate my TPG ADSL service? |
Please use the change of location form under the Your Account section. Make sure that the number you are relocating to can get ADSL. Click here to check for ADSL compatibility.
[ top ] |
| |
| How much does it cost to relocate my TPG ADSL service? |
Click here to view the current pricing
[ top ] |
| |
| How long does it take to relocate my TPG ADSL service? |
It will take approximately 10-16 working days. However, TPG is able to maintain your ADSL service at BOTH your current location and the location of your transfer, if you can meet the all of the following criteria:
•You are able to change your static IP address (if applicable)
•The number your ADSL service is being transferred to is different to your current number.
Additional charges apply for this service.
[ top ] |
| |
| I currently have a IPOATM or RFC 1483 (Layer Three Bridged or Routed), will I have to change to the new PPPoE (Layer Two) plan? |
No, you will not have to change the configuration type of your connection. The option to change is available to you, however costs may apply.
[ top ] |
| |
Hosting/Domain Name Hosting/General |
| What is a domain name? |
A Domain Name on the Internet is the equivalent of the street address of your business and can be personalised to include your company name. Your Domain Name is exclusively yours and is used by others to locate you on the Internet. It consists of your company's name followed by a suffix that shows where the company is based and what type of organisation it is, for example: tpg.com.au and can contain letters, numbers, hyphens and must be in lowercase.
[ top ] |
| |
| Why should your company have a domain name? |
A Domain Name enables you to create a unique presence on the Internet. Your Web Site and employees' e-mail addresses will reflect your corporate identity rather than your Internet Service Providers name, and will make it easy for your clients to locate you on the Internet.
Having your own Domain Name will give your company and employees a professional and consistent image that can be reflected in all company stationery and advertising material. Employee e-mail addresses allow for their full name, for example: johnsmith@yourdomainname.com.au.
Your Domain Name is portable when changing account types and Internet Service Providers, which means you can keep the same web site and e-mail addresses. Your Domain Name does not indicate your company size therefore leveling the playing field.
[ top ] |
| |
| What is Domain Name Hosting? |
Domain Name Hosting is when your domain information is stored on our Domain Name Servers (DNS).
Please Note: Domain Name Hosting does not allocate web space to host your Web Site or email addresses, nor does Domain Name Hosting give you access to the Internet. Click here to find out about TPG Web Site Hosting or different TPG Dial Up Pricing Plans available.
[ top ] |
| |
| Why have TPG Host your Domain Name? |
Having your Domain Name hosted on our stable network will mean fast and reliable service, along with 24hr, 365days a year uptime. It will also reduce network traffic that would occur if you were to host your own DNS server on your own LAN.
[ top ] |
| |
| How does your company get its own domain name? |
First you will need to register your domain name with an accredited domain name registrar. For a full list of accredited domain name registrars, please refer to: http://www.ausregistry.com.au/domains/registrars.php
Once your Domain Name has been registered you will need to have it hosted by a hosting provider such as TPG
[ top ] |
| |
| What registration rules do I need to satisfy? |
International Domains
There is no restrictions on who can register international .com .net .org .biz or .info domains. Any individuals or companies on a first come first served basis can register domains as long as you are not infringing on any trademarks.
Australian Domains
A general domain policy applies to all .au domains. To register a .au domain a valid ABN is required.
Specific eligibility and allocation rules apply to each of the different domain extensions:
- .com.au
- .net.au
- .org.au
- .asn.au
- .id.au
[ top ] |
| |
| How much does registering a domain name cost? |
The cost of registering a domain name varies, depending on the domain name registrar.
When TPG registers a domain name, it is registered through Melbourne IT and your payment will go directly to the domain name registrar. For domain name registration pricing please refer to Melbourne IT
[ top ] |
| |
| Which domain name should I choose? |
The domain name you choose should meet 2 key guidelines:
- It should be easy for your customers to remember
- It should say something about your organisation and protect your online identity.
Traditionally organisations have simply used their business name as the basis for their domain name. For example ibm.com and microsoft.com – this is a good place to start. If your organisation's exact name is unavailable, you can always consider abbreviations or acronyms.
[ top ] |
| |
| How do I register for Domain Name Hosting with TPG? |
To register for Domain Name Hosting with TPG, please complete the Internet Services Registration form: https://cyberstore.tpg.com.au/register/services.php
[ top ] |
| |
| What is a Registry Key? |
A Registry Key is a password provided by Melbourne IT upon registering your domain name. It gives you authorization to make changes to your domain name settings.
Other registrars may use similar authorization codes such as usernames and passwords.
[ top ] |
| |
| How do I configure my Domain Email Addresses? |
If TPG is hosting the mail for your domain name, you are able to configure your domain email addresses using TPG’s online Domain Email Management Facility (http://domainemail.tpg.com.au).
[ top ] |
| |
| What is DNS? |
DNS (Domain Name Server/Service) is a system used for connecting domain names to their webserver. It allows people to visit your web site by simply typing in your domain name rather that the IP Address.
[ top ] |
| |
| How do I change my DNS settings? |
Any changes to DNS Records must be submitted in writing to our Domain Name Administrator. You can email or fax your request to dna@tpg.com.au or 02 9850 0817.
[ top ] |
| |
| How do I cancel my Hosting with TPG? |
To cancel your Hosting services you must inform TPG in writing of this cancellation. so TPG can unconfigure the DNS system to not cause any conflict with your new domain name settings.
[ top ] |
| |
| What is domain name redirecting? Are there any charges involved? |
When TPG hosts your domain name, you can redirect this and the www record to a free website hosting service or 3rd party website that is not hosted by TPG.
To redirect your www TPG must host your domain name. Click here to view the current pricing.
[ top ] |
| |
| What is sub domain? How much does it cost? |
A sub-domain is where you can split your domain into smaller domains that are independantly managed and setup. For example, you could set up multiple sub-domains for each branch of your business. Click here to view current pricing.
[ top ] |
| |
| When my domain name is registered, who owns the domain name? |
A domain name is leased during the time in which you have it registered.
Under most circumstances, once you have successfully registered a domain name, it is yours to have hosted where you like, whilst you have paid for annual registration or renewal costs.
[ top ] |
| |
| What happens if I made an error with the spelling of my domain name? |
Some registrars will offer a grace period during the setup phase of your domain name, which will cater for such events. It is recommended that you consult the registrar as soon as you discover any error with the registration.
[ top ] |
| |
| What is an A-Record? |
An Address record is used to link your domain to its corresponding IP Address.
[ top ] |
| |
| What is an MX Record? |
A Mail Exchange record identifies the mail server that handles email for you domain name.
[ top ] |
| |
| Is there a utility that allows me to add a counter to my web site? |
Yes, the following is an example:
This page has been accessed  times since August 2002
Step 1:
You will need to know your username.
Step 2:
You will need to add a single line of HTML code to the web page you wish to have a counter displayed on.
Insert the following line of HTML code as follows:
<img src="http://users.tpg.com.au/cgi-bin/Count.cgi?df=user_num.dat&dd=type">
Where user is substituted with your personal username, num is the counter number (the counter on the first web page would be 1, use 2 for the second counter on the next web page and so on), and type is the style of graphic you want the counter to display.
types include anyone of: dd=A, dd=B, dd=C, dd=D, dd=E, dd=F, dd=G, dd=H, dd=I, dd=J, dd=K, dd=L, dd=M, dd=N, dd=O, dd=P, dd=Q, dd=R, dd=S, dd=T, dd=U, dd=V, dd=W, dd=X, dd=Y, dd=Z, dd=bang, dd=AA, dd=BB, dd=CC, dd=DD, dd=EE, dd=FF, dd=GG, dd=HH, dd=II, dd=JJ, dd=KK, dd=LL, dd=MM, dd=NN, dd=OO, dd=cd, dd=cdd, dd=cdr
Example:
If your username was fred, and you wanted to put a counter onto two of your web pages. The HTML code needed is as the following:
<img src="http://users.tpg.com.au/cgi-bin/Count.cgi?df=fred_1.dat&dd=K">
would display as
<img src="http://users.tpg.com.au/cgi-bin/Count.cgi?df=fred_2.dat&dd=B">
would display as
Note: The code IS case sensative. Please make sure you copy it exactly as seen here.
[ top ] |
| |
| How to create an email form on your web site. |
All you need to do is follow the instructions: Click here
[ top ] |
| |
| How to create a form to e-mail to add to your web site. |
All you need to do is follow the instructions: Click here
[ top ] |
| |
| Can you email me the location of FormMail, I am trying to set up a form
on the my website hosted with TPG. |
FormMail is a pre-built program that is available from http://www.scriptarchive.com/formmail.html, you can download this script and make appropriate modifications and upload it to your web space cgi-bin directory and change the permission to 755 (chmod 755 FormMail) This makes FormMail an executable file.
[ top ] |
| |
Hosting/Web Site Hosting/General |
| What is web site hosting? |
Website hosting is a service provided by TPG, it allows an individual who has been granted access, to upload HTML files to a computer on TPG's end, these HTML files in return are made viewable over the Internet by visting a designated URL. HTML is a standard adopted by the world wide community to display information on the Internet, Website hosting is not limited to just displaying HTML files, given the server side functionalities are supported, other standards can be displayed or simply put, the website space can be used just as storage for files, any type of files.
[ top ] |
| |
| I host my website without hosting Domain name with you? |
Yes, it is possible to have Website Hosting without Domain Name hosting. All that is required is to ensure your Domain Name Hosting provider points your domain the the space TPG has set up for you on one of our Hosting Servers.
[ top ] |
| |
| Does website hosting include domain name hositng? |
TPG Website Hosting does not include Domain Name Hosting. Redirecting to Free Web space/ an IP Address/ external Website may only be done if TPG is Hosting the Domain Name you wish to be Redirected.
[ top ] |
| |
| Are there any mailboxes included in your domain and web hosting packs? |
TPG domain name & website hosting packages do not include any mailboxes. Click here to find out about TPG Dial Up Pricing Plans and/or additional mailboxes (http://blade.tpg.com.au/cgi-bin/ias.cgi?scr=slave_maint.cgi) available
[ top ] |
| |
| Is ASP free? |
No, ASP comes with an annual charge of $50.
[ top ] |
| |
| What databases you support? Is there any charge? |
We support two databases, namely Microsoft SQL which runs on Windows and MySQL which runs on Linux. There is a charge for database hosting, please view the Additional Services section, Website Hosting for prices.
[ top ] |
| |
| Do you support shopping cart? |
A shopping cart is a solution to a problem rather than a service, an electronic shopping cart is software/code embedded in your website, as an example to keep track/count of items purcahed through the website.
[ top ] |
| |
| How do I host Secured Server? What do I need to host? |
In order for us to set up SSL, we will need some information from you as the cerificate authority will need this information to confirm your business is valid etc. Therefore we will need the matching information.
We would need something similar to the example below:
CN = postoffice.tpg.com.au (URL of the section of the site you wish to use SSL)
OU = Internet Dept (This is the organisational unit of your company which relates to the site)
O = TOTAL PERIPHERALS PTY LTD (Your registered company name)
L = North Ryde (Your address)
S = New South Wales (The state you are located in)
C = AU (Country)
After we generate the certificate request, we will send you the generated file. From here you will need to choose your desired certificate authority eg. Thawte, Verisign etc. and send it to them, where they will then generate the certificate and send it to you. You will need to send the certificate to us so that it can be installed on our webservers.
Please note: We do not cover the cost involved with submitting the certificate request to the certificate authority as the price will vary depending on the company you choose.
[ top ] |
| |
| Help! I lost or forgotten my FTP username and password. How do I obtain my username and password? |
In order to obtain your FTP username and password, you will need to contact our webmaster providing information that will help identify you or your company.
This information includes a TPG Customer ID, name it was registered under, company address, contact details etc.
[ top ] |
| |
| I have uploaded my content but its not visible? |
Please try forcing a refresh with either <ctrl>+F5. Majority of the times it's because your browser or proxy servers between you and our servers are serving cached contents.
[ top ] |
| |
| What version of IIS, Apache, MSSQL, MySQL? |
IIS version is 5.0,
Apache Version is 1.3.12 (Unix),
MSSQL Version is 7.1,
MySQL Version is 3.38 (Unix)
[ top ] |
| |
| Do you support third party software components on your hosting server? |
TPG Windows web server are equipped with components for user to execute Perl/CGI, PHP and .Net Frame Work version 1.1 to support .NET server pages. There might a fee applied to each of these services.
If you require the service of third party components, you can submit a request to TPG system administrator, who will evaluate your request and decide if your requirement can be met.
[ top ] |
| |
| Do you support JAVA and Servlets? |
At the current time Java and Java Servlets are not a supported server-side functionalities but these functionalities are in development and we hope to offer you them in the near future.
[ top ] |
| |
| How do we contact TPG for any Help? |
Please refer to http://www.tpg.com.au/contact/contactus.html for a list of contacts
[ top ] |
| |
| Will my site be fast? |
The simple answer is yes, our servers are optimised to handle heavy loads. If your website has certain requirements that you feel need to be addressed then it is best to discuss these issues directly with the Webmaster, by emailing your questions to webmaster@tpg.com.au .
[ top ] |
| |
| What sort of content am I allowed to publish on my website? |
TPG is a responsible communication service provider, we conduct our business according to NSW and Australian communication legislations.
It is the responsibility of the publisher to ensure that their published contents are legal.
TPG will take appropriate actions to ensure that no illegal contents are published on TPG web servers. TPG will take appropriate action in response to complaints, and ensure the contents are in compliance with usage terms and conditions.
[ top ] |
| |
| How do I publish pages on my website? |
You will need to use an FTP client to upload files to your website.
If you have FrontPage extensions enabled, you could also publish pages using Microsoft FrontPage.
[ top ] |
| |
| How do I collect data from html forms and email them to an email address? (using matt's formmail) |
(1)In the "formmail.pl" do the following changes:
#!/usr/bin/perl -- Add two hyphens after ‘perl’
$mailprog = '/usr/sbin/sendmail -oi -t';
@referers = qw(www.doman.com.au); ensures emails delivered only to this domain
@recipients = qw(recepient@domain.com.au); recipient's email address
(2) On the HTML form add the following 2 lines:
<form action="http://www.domain.com.au/cgi-bin/formmail.pl" method="post">
<input type="hidden" name="recipient" value="recepient@domain.com.au" />
3) Supporting URL
http://www.scriptarchive.com/readme/formmail.html#form_config
[ top ] |
| |
Hosting/Web Site Hosting/Free Webspace |
| Help! I am not able to upload files to my webspace. |
Before you contact our webmaster, please check the following:- username and password is correct - quite often, the problem is usually because an invalid username or password was entered. Please check that your username and password is correct.
For users accessing their free webspace, this is the username and password used to dial into TPG or to access your ADSL account.
For users of our paid website hosting packages, a username and password was assigned by the registration process.
- FTP site is correct - please check that you are connecting to the correct FTP site.
For users accessing their free webspace, this is usually users.tpg.com.au
For users of our paid website hosting packages, this is usually ftp.your-domain
[ top ]
|
| |
| Currently my domain is hosted by TPG, how do I request for web site hosting and extra mail boxes? |
You can register for website hosting with TPG on https://cyberstore.tpg.com.au/register_renew/internet_servicesregister.php. We will then link your domain name to your web space.
If you already have email accounts with TPG from your Internet connection accounts, and wish you have more email addresses to use for your domain name, you can purchase extra mail account from tpg.
[ top ] |
| |
| How do I enable auto-indexing or directory listing? |
In order to enable auto-indexing or directory listing, you will need to create a file named .htaccess. The file needs to include the following line:Upload the file to the directory of which you would like to enable auto-indexing or directory listing.
[ top ] |
| |
| How do I disable TPG's default index page? |
In order to disable TPG's default index page, you will need to create a file named .htaccess with the following:DirectoryIndex index.html index.htm default.htm Then upload this file to your webspace.
[ top ] |
| |
| I have an internet account with TPG. I have several questions regarding my free web space: (1) How do I activate the web space? (2) What is the ftp address? (3) What is the web address? (4) How do I find out how much web space I have used up? (5) What happen if my account expires? (6) Can I get web statistics for a free web page? |
1) Your free web space is will be automatically activated when you first ftp to it.
(2) To ftp using client software (example Cuteftp), use the following details:
Host name = users.tpg.com.au or www4.tpg.com.au
Username and password provided by TPG.
To use your browser (example Internet Explorer)
ftp address = ftp://username@users.tpg.com.au
Username and password provided by TPG.
To use DOS
Open a command prompt, enter command 'ftp users.tpg.com.au' press enter, and enter the username and password provided by TPG.
(3) The web address is http://www.users.tpg.com.au/username
(4) Usaully your ftp client has an indication of the size on the webspace. If you cannot see this, try ftp using the DOS method above.
Example for Window 2000 or XP:
-Click on Start
-Click on Run
-Type: cmd
-OK
-Type: ftp
-Enter
-Type: Open users.tpg.com.au
-Enter your username and password
In Kbytes used (X%), where X = the amount used
(5) Your website will remain active for 2 months, during this time your website can not be modified, it can only be browsed.
(6) Free web space does not support statistic.
[ top ] |
| |
| How do i activate my free webspace? |
Your free webspace will be activated the first time you "ftp" to your webspace.
To ftp to your web space type the following on your internet explorer bar:
ftp://username:password@users.tpg.com.au
where:
username is your tpg username
password is your tpg password
To visit your web space type the following:
http://users.tpg.com.au/username
where:
username is your username
[ top ] |
| |
Hosting/Domain Email Hosting/General |
| What is Domain Email Hosting ? |
Domain Email hosting means having the email addresses for your domain name hosted on the TPG mail server. This means your emails are being scanned for viruses and spam, as well as having the constant uptime of our servers so your emails are always delivered.
Often called "virtual email hosting", this feature works by having the TPG mail server configured to accept email for your domain, we then redirect this incoming domain email to your local TPG mailbox, ie a slave email only account or you dialup or ADSL account.
[ top ] |
| |
| How do I setup Domain Email Hosting with TPG ? |
To have your domain email hosted by TPG you must have your domain name hosted with TPG. You must also have atleast 1 physical email box on the TPG mail server so that mail for your domain can be directed to this account.
[ top ] |
| |
| How do I manage my Domain Email Accounts ? |
We have a utility located at http://domainemail.tpg.com.au which allows users to
add and remove domain email addresses at any time. This page will ask you for your domain name and a username and password. This username will be sent out in the confirmation of your domain name hosting with TPG. The password is the password you have chosen for this account.
Please email domainemail@tpg.com.au if you need to have the Admin username reset.
[ top ] |
| |
| How many Domain Email Addresses can I have ? |
With Domain Email Hosting you can have an unlimited amount of domain addresses.
You will need at least one physical TPG mail box (any TPG account with an email box) on the initial setup. After the initial setup you are able to customise your domain email configuration.
To take full advantage of domain email, you can specify multiple domain email addresses being directed to multiple pyhsical TPG mail boxes. For example;
user1@domain.com.au directed to tpguser1
user2@domain.com.au directed to tpguser2
and so on.....
In the above example 2 TPG mail boxes will be needed, but the domain email accounts for each user will be totally private. This is a great way to have private email for staff, family, or friends attached to your domain name.
[ top ] |
| |
VOIP/General/Services |
| What is VoIP? |
VoIP stands for Voice over Internet Protocol. It is a revolutionary new technology, which allows you to make telephone calls using a broadband Internet connection. VoIP converts the voice signal from your telephone into a digital signal that travels over the Internet then converts it back at the other end. In general, phone service via VoIP costs less than equivalent service from traditional sources.
[ top ] |
| |
| What are the advantages of TPG’s VoIP Telephone Service? |
TPG are bringing huge savings to you with the newest Telephoning technology.
TPG’s VoIP Telephone Service is a low cost alternative to your traditional telephone service,, because you use your broadband Internet connection to make VoIP calls.
No connection fees, only the advertised TPG call rates apply.
[ top ] |
| |
|
