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TPG Community

Working together for the benefit of all. In using our services, our customers participate and assist others in the TPG Community.

TPG Community

Working together for the benefit of all. In using our services, our customers participate and assist others in the TPG Community.

TPG Community

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  1. TPG to significantly expand its free mobile service trial 12 March 2019 - TPG has seen an amazing response to its service trial which was launched in late December 2018. The trial plan is completely free for the first 12 months and includes unlimited data, unlimited local mobile-to-mobile calls, 20 local SMS messages and 20 minutes of outgoing calls to local fixed lines each month. The company’s Executive Chairman, David Teoh, said, “Public response to our mobile trial plan has been incredible and we have received positive feedback on our coverage and network quality. Our subscribers are delighted with our simple unlimited service trial plan and fuss-free on-boarding experience.” “We are also pleased to confirm that we have achieved 99% island wide outdoor coverage and we remain committed to enhancing our mobile network coverage including in tunnels and indoor areas. Subscribers can soon look forward to service enhancements that we will be introducing as well,” said Mr Teoh. Given the strong response to the trial, TPG is expanding its service trial to 200,000 users so that more customers can experience our excellent service and network quality ahead of the full commercial launch. In support of the expanded trial, the number of SIM pickup points is now extended to four locations: Shaw Centre, Westgate, Changi City Point (starting 13 March 2019) and Jurong Point (starting 20 March 2019). New subscribers can sign up for the trial service at https://www.tpgmobile.sg.
  2. Hi Singapore, TPG Service Trial Update Demand for TPG’s trial mobile service has been exceptional. Thank you to those of you who have successfully registered and visited our collection location to pick up your SIM Card. We are pleased to see so many of you are now enjoying TPG’s trial plan which includes 2GB per day at 4G speed and more. TPG Registrations Re-Opening We will re-open registrations around 9am on Tuesday 29th January and daily around 9am thereafter. To sign up, visit https://www.tpgmobile.sg/plans/xlunltd. Changes To Trial Service Registration To ensure as many people as possible can take advantage of TPG’s trial service, and to ensure an orderly distribution of SIM Cards, please note some small changes to our trial service registration: We will be limiting the number of registrations per day; but don't worry, we will be re-opening for registrations around 9am daily. We ask customers to kindly collect your SIM Card(s) within 30 days of registration. Limited to 4 successfully activated SIM cards per ID document (inclusive of any cancelled SIM card). What should you do next? If you haven’t yet registered for your trial service: Registrations will re-open around 9am on Tuesday 29th January. We recommend you sign up early as we will be closing registrations daily based on demand. Click here to sign up and enjoy the benefits of TPG’s free 12-month trial service. If you miss out, we encourage you to try again the following day when registrations re-open around 9am. We appreciate your patience during this time. If you’ve already successfully registered for your trial service but haven’t yet collected your SIM Card: We encourage you to visit our SIM Card collection location within 30 days of your registration. Before proceeding to collect your SIM Card, please ensure you have received your order confirmation email from TPG which includes your order number and barcode. We look forward to welcoming you onboard and we thank you for your support. - TPG
  3. Welcome to the Handset & Technical Support forum! In the near future, we will be expanding the TPG Community, including additional posts in this forum and opening it to Community members to post, discuss and participate. This means that whether it’s handset issues, device settings, technical support or more, this Handset & Technical Support is forum here to help you with your TPG service. In the meantime, you can also check out our Support Articles forum for help on common support issues and settings.
  4. What is VoLTE (Voice over LTE)? VoLTE stands for Voice over LTE. It’s a technology that enables voice calls to be made on the 4G network rather than the old 2G or 3G networks. TPG mobile network is built using the 4G technology which means calls can only be made using VoLTE. Click here to see VoLTE handsets supported by the TPG network. - TPG
  5. TPG VoLTE Supported Devices The TPG mobile network is built using the 4G technology which means voice calls can only be made using VoLTE capable handsets supported by our network. Currently, VoLTE capable handsets supported by our network are: *Huawei Nova 3i Huawei Nova 5T Huawei Mate20 Huawei Mate20 Pro Huawei Mate20 X Huawei P30 Huawei P30 Pro Huawei P30 Lite Honor 10 Lite Honor 8X Samsung Galaxy S8 / S8+ Samsung Galaxy S9 / S9+ Samsung Galaxy S10 / S10e / S10+ Samsung Galaxy A10 Samsung Galaxy A10s Samsung Galaxy A30 Samsung Galaxy A30s Samsung Galaxy A50 Samsung Galaxy A51 Samsung Galaxy A70 Samsung Galaxy A80 Samsung Galaxy Note 10/ 10+ Samsung Galaxy S20+ Samsung Galaxy Z Flip OPPO Reno 10x Zoom OPPO Reno Z OPPO Reno2 OPPO Reno2 Z OPPO A5 VIVO V17 Pro VIVO NEX 3 Important things to note: Ensure you are using the latest firmware on these locally distributed handsets to use VoLTE. Roaming service is available for all handsets listed above, except for Huawei Nova 3i which only support data roaming at the moment. For information on enabling VoLTE and making voice calls using Apple iPhone handsets, please click here. We expect additional popular handsets to be supported in the near future. We encourage customers with handsets not listed to download TPG 4G Voice to make and receive calls on their TPG mobile number.
  6. TPG Community

    TPG Service Trial Update

    TPG Service Trial Update The interest for TPG trial launch has been extraordinary and we’re very excited to see that many customers have successfully registered and picked up their SIM card. We’re confident that you’ll enjoy the extensive coverage and quality of our network. We are currently upgrading our registration system to support even more service trial users. We will reopen our registration system soon, so stay tuned! In the meantime, we recommend relying on information we’ve posted in this support forum as the views and opinions expressed in the various social media forums may contain inaccurate information
  7. This article shows how to manually select the TPG network on your mobile handset. Please note that most handsets will select the correct network automatically when you insert a TPG SIM card into your handset. We recommend only performing these steps if you are having difficulty connecting to our network. iPhone devices 1. Press Settings 2. Press Mobile Data 3. Press Mobile Network 4. To select network manually, press the indicator next to “Automatic” until the function is deactivated. 5. Select TPG from the list of available networks. Android Devices 1. Slide your finger downwards starting from the top of the screen. 2. Press the Settings icon. 3. Press More. 4. Press Mobile networks. 5. Press Network operators and your phone will search for networks. 6. Select TPG from the list of available networks.
  8. When you insert your activated TPG SIM Card, is most cases your mobile device will automatically update with the required settings. Here are the basic handset settings in case you need to do this manually. What is the APN Setting? The Access Point Name (APN) is an authentication setting your phone needs to set up a connection to the gateway between your carrier's cellular network and the public Internet. If your device does not have the correct APN setting of your current provider, an issue with Data will be encountered. TPG APN Settings: Name: TPG APN: TPG Everything else is left blank For iPhones Step_by_Step_Guide_-_iPhone_APN_Settings.mp4 For Samsung Android Phones Step by Step Guide - Samsung APN Settings.mp4 For Xiaomi Android Phones Step by Step Guide - Xiaomi APN Settings.mp4
  9. How to Pick-Up and Activate Your TPG SIM It’s easy to pick up and activate your TPG SIM by following the easy steps below. 1. Sign up online for TPG Mobile at https://www.tpgmobile.sg. We'll send you a confirmation email after you have signed up. This email has a barcode that we will use to identify your application. Please bring this email with you when you pick up your SIM (printed or on your mobile device). Your registration is valid for 30 days. 2. Check our SIM Pick-Up And Activation forum here to find a SIM pick-up location, date and time 3. When you pick-up your SIM from one of our locations, you will need to present: The original ID document you supplied at signup. We cannot accept ID documents in photocopy and digital formats. The following ID documents are accepted: Type ID Type Validity SG Citizen / PR NRIC N/A 11B N/A NRIC Replacement Slip + a Photo ID N/A Singapore Passport N/A New SG Citizen / PR NRIC Collection Slip + a Photo ID N/A Foreign Workers Work Permit Not less than six months Employment Pass Not less than six months Personalised Employment Pass Not less than six months Diplomatic Pass Not less than six months S Pass Not less than six months Foreign Visitors Long Term Visit Pass Not less than six months Dependent Pass Not less than six months Foreign Students Student Pass Not less than six months For Permanent Pass holders, please note that Permanent Passes must have a minimum validity period of six (6) months on the date of SIM card collection. A copy of your current billing address which matches the address you provided at signup. The following documents are accepted as proof of billing address. All proof of billing address must be dated within three (3) months on the date of SIM card collection and indicating the residential address unless otherwise stated: Utility bills in your name (e.g. home broadband, electricity, mobile phone) Title Deed or Tenancy Agreement Current or Savings Bank Account Statements Letters from School (signed by Principal) Letters from Housing Development Board, Ministry of Manpower, Inland Revenue Authority of Singapore and Central Provident Fund. Letters from Company HR with Company stamp 4. We will then activate your SIM card and hand it to you on the spot. SIM Activation is now complete! Do you need someone to pick up the SIM Card on your behalf? Yes, you can authorize a proxy to pick up your SIM card on your behalf. Please complete and sign this authorisation form. Your proxy must bring this form together with their original NRIC and your original NRIC when picking up the SIM card. What to do next? Enjoy your TPG service! Soon we'll be launching our Mobile Coverage forum, so you can let us know your feedback about the service via TPG Community at https://www.tpgmobile.sg.
  10. TPG Community

    Forgot Your Account Password?

    Forgot Your Account Password? 1. Visit TPG My Account. On the login page, click on the “Forgot Password” link and then enter your username or mobile number. Forgot both your username and mobile number? Contact our team at support@tpgmobile.sg from your registered email address. 2. We'll send a password reset link to the nominated email address on your account. Click the link in this email to be routed to the password reset screen. · Reset link expires after 12 hours. · Please be reminded that username & password are both case sensitive. · The password reset link will also be sent to the TPG Mobile Number you have entered as username. 3. Enter your details in all fields (Username, New Password and Confirm New Password) and then click Login. 4. You're all done! Once your new password is created, you can use it to log in to TPG My Account.
  11. SIM Card Replacement (Lost/Faulty SIM) There are a few typical situations where you may need to request a replacement SIM card from TPG. You need a different type of SIM card due to a change in the mobile phone Good news! TPG provides a Multi-Fit SIM Card, so you can simply pop out the correct size SIM you need for your mobile phone. If you change phones and need a different size SIM Card, simply press the plastic parts of your SIM Card back together to get the correct size. If you're unable to do this as you've lost your SIM Card parts, read below about lost phone/SIM. The type of SIM you need depends on your phone's model. Please check your mobile phone's user manual or contact the manufacturer to find out which type of SIM card is required for your device. Faulty or Damaged SIM? Mobile phone or SIM is lost or stolen? Visit our designated SIM Pick-up locations below with your original ID as provided in My Account. Upon successful account verification, our team will issue a replacement SIM Card to you on the spot. Please note a $5 SIM replacement fee (except for faulty SIMs) will apply. Lost SIM TPG @ Orchard Central Faulty SIM Best Denki @ Junction 8 Best Denki @ Waterway Point Best Denki @ Vivocity
  12. Can You Bring (or Port) Your Mobile Number to TPG? Customers signing up for 50GB SIM Only Plans or Seniors Plans can now port-in their existing Postpaid mobile number to TPG. IMPORTANT THINGS TO NOTE BEFORE YOU PORT-IN TO TPG Check if you’re still in contract with your current telco. They may charge you an early termination fee when you port-out. Ensure that you have no outstanding bills and recurring GIRO or Credit Card bill payment arrangement with your current telco. Ensure that your personal details which you register with TPG match those of your previous provider. Do not cancel your mobile service with your current telco until the port-in to TPG is completed. We are not able to process port-in registration from Prepaid mobile numbers and Corporate BRN numbers. The porting in of existing Prepaid and Corporate BRN mobile numbers to TPG Postpaid Plan is not supported and we are not able to process your registration. HOW TO SWITCH TO TPG 1. Sign up for a new TPG service Go to www.tpgmobile.sg and click ‘Sign up now’ at the bottom of the webpage. Register an account with your personal details. Please ensure that your personal details that you register with TPG match those of your previous provider. In ‘Service Details’, choose the option ‘Postpaid Number Port-in’. Enter the details of your current telco and the Postpaid mobile number you wish to port-in. Complete the rest of the sign-up process. 2. Collect your TPG SIM card After the successful completion of your registration, you will receive an order confirmation email from us. Go to any of our SIM pick-up locations personally within 30 days after your registration to collect your SIM card. For the collection of SIM cards of ported numbers, you can authorise a proxy to pick up your SIM card on your behalf by completing and signing an authorisation form. Your proxy must bring the following when picking up the SIM card: Authorisation form signed by you Your original NRIC Your proxy's original NRIC Your current Telco Bill Please note that during the collection of the SIM card by your proxy, our TPG Staff will make a phone call to your registered mobile number for verification purposes. 3. Look out for TPG email notifications. Upon collection of your SIM card, you will receive an email notification to inform you of the expected port-in date and time. Port-in is usually completed within 1 working day, excluding Saturday, Sunday and Public Holidays. We will send you a further confirmation email when your port-in request is completed. You can then start using your number on your new TPG SIM card! Note: Mobile Number Porting request is available only for new TPG sign-ups. Stay tuned to our Community Site or follow us on our Facebook page to receive the latest updates on our services!
  13. This article answers the most frequently asked questions about TPG’s Mobile 6 month free trial mobile service. What is TPG Mobile 6-Month Free Trial? As an introduction to our mobile plans in Singapore, TPG is offering a free trial service. This trial service is totally free of charge for the first 6 months. How do I get a free 6 month TPG Mobile trial service? Be one of the first in Singapore to trial TPG's mobile service in three easy steps: Sign up at https://www.tpgmobile.sg/plans/xlunltd to confirm your service trial SIM. You will receive an email confirmation. Check out How to Pick-Up and Activate Your TPG SIM and pick up new your new TPG SIM Card From time to time we may need to temporarily close our registration system for updates and we thank you for your patience during these times; we do appreciate your interest and enthusiasm about signing up! Is it really 6 months free? Our trial plan is totally free of charge for the first 6 months – there is no monthly charge, SIM cost and registration fee! You also don’t need to worry about excess charges as our trial plan doesn’t support excess usage. Is there any catch? There is no catch whatsoever! The plan is month-to-month (no lock-in contract) so you can cancel the service at any time, even during the 6 months free trial period. All we ask is for you to participate in actively using the service and to give us your feedback here in the Community site when we open the Community site for new member registrations. Why does TPG want my feedback? TPG would love to hear your feedback here in the Community or via email at support@tpgmobile.sg about your experience with the trial service. Your feedback is very important for us to improve our product and customer experience. What is the coverage? TPG has island-wide mobile coverage and we are improving both outdoor and indoor coverage day by day as we grow. We will soon be launching a Mobile Coverage forum here on TPG Community where users can provide specific feedback about coverage/reception issues based on location in Singapore. How do I get support? We have published basic support information in our Support Articles forum. In the near future, we will be expanding the TPG Community with more support forums and allowing new member registrations. This means that whether it’s technical support or billing, our online Community is a one-stop-shop to ask, answer and talk about our mobile product. In the meantime, if you can't find help in the Support Articles forum, the best avenue for support is support@tpgmobile.sg where one of our dedicated team members will assist you. What happens when the trial period ends? 6 months after activation of your trial service, the standard monthly charge will apply. We'll contact you two months in advance of the end of the trial period to provide details and invite you to renew. How long do I have to collect my SIM Card(s) after I register? The time limit for registered users to collect their SIM Card is 30 days. Information updated as of 21 October 2019
  14. TPG Community

    TPG XL Unlimited Data Plan

    Introducing TPG's first mobile trial plan: the XL Unlimited Data Plan Singapore has been waiting and now it's finally here: TPG’s Mobile trial plan, the XL Unlimited Data Plan. The TPG XL Unlimited Data Plan is a SIM-only mobile service, using TPG’s brand new 4G mobile network. The cost of this plan is $0 for the first 6 months. Plus there is no SIM cost and no registration fee, so your TPG mobile service is totally free for the first year! What's included in the plan: Unlimited Data (2GB per day at our 4G speed, then speed will be capped for the remainder of the day) Unlimited Calls to Local Mobiles (from TPG allocated numbers only) 20 Call Minutes to Local Fixed Lines per month* 20 SMS to Local Mobiles per month *As part of TPG’s trial, TPG subscribers are currently able to only reach non-ported fixed-line subscribers Any usage outside what’s included in the plan is not supported. If you exceed the included allowance for a specific usage type, that usage type will be suspended for the remainder of the month. This means no unexpected charges! Take advantage of the special trial offer today by registering your interest at https://www.tpgmobile.sg/plans/xlunltd. This service is available within Singapore only. International roaming on a trial basis is supported on TPG Mobile services in Indonesia, India (excluding Jammu and Kashmir) and the Philippines. Information updated as of 10 March 2020.
  15. TPG Community

    Need TPG Customer Support?

    Hi Singapore, Welcome to TPG! We're excited to have you aboard. Where should you start? Sign up for our amazing mobile plans. 50GB SIM Only Plan Seniors Plans 50GB Prepaid Plan Keep in the loop out all about TPG's mobile rollout in our Announcements & Updates forum. Find out when and where you can pick up your new TPG SIM Card in our SIM Card Pick-up & Activation forum. Need Customer Support? We have published basic support information in our Support Articles forum. If you can't find help in the Support Articles forum, the best avenue for support is support@tpgmobile.sg where one of our dedicated team members will assist you. Future TPG Community forums In the near future, we will be expanding the TPG Community with more support forums. This means that whether it’s technical support or billing, our online Community is a one-stop-shop to ask, answer and talk about our mobile product We're excited that we will be offering support via this online Community, giving you the ability to get fast answers to any issues, check out what real customers are saying about their services, interact with other customers and our friendly support team. We appreciate your participation and value your feedback to help our company to grow in Singapore. Information updated as of 20 July 2020
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