GoTroppo Support Hub

Everything you need to get the most out of your GoTroppo internet service. Find guides, troubleshooting tips, and answers to common questions.

New Customer? Start Here

Just signed up with GoTroppo? Follow these guides in order to get connected quickly.

1

Getting Started Guide

Learn about GoTroppo’s IPoE (DHCP) technology and what to expect after ordering.

Read Getting Started Guide
2

NBN Installation

What to expect on installation day and how to prepare your home.

Installation Guide
3

Set Up Your Modem

GoTroppo modem setup or BYO modem configuration.

Modem Setup Guide

Understanding Your Connection

NBN Connection Types

Learn about FTTP, HFC, FTTC, FTTN, FTTB and Fixed Wireless. Understand what “typical evening speeds” mean and upcoming network upgrades.

Connection Types Guide

Expected Plan Speeds

What speeds should you expect from your NBN plan? Understand speed tiers and how connection type affects your speeds.

View Speed Guide

Factors Affecting Your Speeds

Learn what external factors can impact speeds based on your connection type (FTTN, HFC, Fixed Wireless).

View Speed Factors →

In-Premises Factors

How your internal wiring, equipment, WiFi placement, and usage patterns affect performance.

View In-Premises Guide

troubleshooting

Having problems with your internet? Start with these guides to diagnose and fix common issues.

No Internet Connection

Internet completely down? Follow our step-by-step troubleshooting guide to get back online.

Fix No Internet

Slow Speeds

Internet working but running slow? Learn how to test your speeds and diagnose the issue.

Fix Slow Speeds

WiFi Issues

WiFi dropping out or poor coverage? Tips to improve your wireless network.

Improve Your WiFi

Using Your Internet

Get the most out of your NBN connection with guides for specific uses.

Working From Home

Optimise your connection for video calls, VPNs, and cloud services.

Working From Home Guide

Gaming on NBN

Tips for reducing latency, improving NAT type, and getting the best gaming experience.

Gaming Guide

Smart Home & IoT

Setting up smart speakers, cameras, and other connected devices.

Smart Home Guide

VoIP & Home Phone

Setting up internet-based phone services and porting your existing number.

VoIP Setup Guide

Network Security

Protect your home network from threats with our security best practices.

Security Guide

What Modem Should I Buy?

Guide to choosing the right modem for your NBN connection type.

Modem Buying Guide

Billing & Account

Understanding Your First Bill

How billing works, the day you proceed is your weekly or monthly start date (no pro-rata charges) and payment options explained.

First Bill Guide

Invoicing & Payment Policy

Payment methods, due dates, late fees, and what happens if payment is missed.

View Payment Policy

Direct Debit Agreement

Terms for automatic payments from your bank account or card.

View DD Agreement

Moving House

Taking GoTroppo to your new address? Our free relocation service makes it easy.

Moving Guide

Change Your Plan

Need more speed or want to save? Upgrade or downgrade at any time.

View NBN Plans

Extended Holiday

Going away for an extended period? Learn about your options.

Holiday Options

Cancel Service

No lock-in contracts means you can cancel anytime with 14 days notice.

Cancellation Info

Bereavement Support

Managing an account after a loss? We’re here to help.

Bereavement Support

Appoint a Representative

Authorise someone to manage your account on your behalf.

Advocate Form

Financial Hardship Support

Struggling to pay your bills? We’re here to help you stay connected. Our assistance is free and confidential.

Payment Hardship Policy

Learn about available assistance options including payment plans, fee waivers, plan downgrades, and more. Our goal is to help you stay connected.

View Hardship Policy

Apply for Assistance

Complete our simple form to request payment extensions, alternate schedules, payment plans, or changed due dates. We’ll contact you to discuss options.

Apply Now

Hardware & Equipment

What Modem Should I Buy?

Guide to choosing the right modem for your NBN connection type.

Modem Buying Guide

Hardware Warranty

Warranty coverage, consumer guarantees, and how to make a claim.

Warranty Info

Refund Policy

When hardware refunds are available and how to request one.

Refund Policy

Modem & Hardware Policy

Data sharing, acceptable use, and manufacturer policies.

Hardware Policy

Complaints & Support

We’re committed to resolving any issues quickly and fairly.

Complaint Handling Process

How to submit a complaint, expected timeframes, and our commitment to resolution. Urgent issues within 2 business days.

View Complaints Process

Escalation & External Review

If we can’t resolve your issue, learn about escalation to our leadership team and the Telecommunications Industry Ombudsman (TIO).

Escalation Guide

Legal & Terms

Important documents about your service agreement and our policies.

Service Information

Policies

Our Commitments

Quick Reference

Setup & Getting Started

Troubleshooting

Using Your Internet

Account & Billing

Hardware & Equipment

Hardship Support

Complaints & Legal

Still Need Help?

Can’t find what you’re looking for? Our friendly support team is here to help!

Support hours: Monday to Friday, 9am – 7pm AEST
( Please email support out of business hours)

Not satisfied with our support?
View our complaints process or escalation options.

Email

[email protected]

Address

Port Melbourne
Melbourne, VIC 3207

Phone

+1300 TROPPO (876 776)