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Poor Customer Service

Level 3
Hi All,

Taking the time here to report my horrible experience with this ISP. We signed up for ADSL2, 3 weeks ago with TPG (installed 2 weeks ago). We signed up with a no lock-in contract costing $99. I then get an alert last Friday regarding upgrading to NBN. I called and was advised I will need to pay another setup fee of $99 when I said this was unacceptable I was told to cancel my plan and transferred to a recorded busy message and hung up on. I called the next day and got a similar experience and told there was nothing they can do and its an NBN charge not TPG charge.

I signed up with another ISP with no connection fee or lockin contract
yesterday and today TPG call me to say I'm ready for the NBN, when I told them the situation they offered a free upgrade which i cannot now accept.

Im left in a position where I paid approximately $160 for 1 month of ADSL2+.

Very poor service.
3 REPLIES 3
Moderator

Hi @Wpzt9,
 

Our customers can select two options in upgrading ADSL2+ service to NBN service.
 

  1. For no lock-in contract they just need to pay for the $99.95 setup fee.
     
  2. If you do not want to pay for the set up fee, you can sign up for 18-months contract and TPG will pay the set up fee on customer's behalf.

To avoid redundancy and confusion please see our initial post located here.

Level 3
Hi Shane,

Yes, we signed up for no lockin 2 weeks ago and paid $99 however tpg are asking for a further $99 for nbn now. I spoke to 2 different tpg representatives regarding this and was told nothing could be done.

After I sign up with another company they call me to say it can be done for free.

Very poor experience.
Highlighted
Moderator

Please see our response to your initial post located here.