I know its a difficult time, but it has been impossible to contact TPG for any assistance over the past couple of weeks. I've been attempting to get information about a recent internet installation for my elderly father who just moved ino a aged care facility, and although I have a message saying all is installed succesfuly, my father still no internet service, nor phone service for that matter. Numerous attempts to phone TPG is met with an automated message saying "thanks for bearing with us during this time", and then you get told to log on-line to Tech Support before getting cut off. Then you log on to Tech Support and type in a message about your problem, and then you get a message that they're dealing with other customers and try again later, a message you get no matter what hour you try and log on. Meanwhile, my father is paying for no service. I mean, you'd think they'd closed up shop. Beyond hopeless service and support, I'm sorry.
Be patient, sometimes takes over an hour. Here are some tips for online chat.
Try early in the morning. I mean early!,
Keep clicking on "Start Chat" until something changes in the screen. You will notice that there is a message telling you
"At the moment our team members are assisting other customers. Thank you for waiting."
it also from time to time, if you observe, that line message changes to "you are (number 73) in the line" or something like that. so just wait be patient. It may take a long time but eventually you get there.
Also try the phone, some departments will just hung up, but if you try this when asked, tpg phone number, then extension 3, 1, 3, 1