Broadband keeps dropping out / no phone line connection since January!

[ngocbangnguyen]

Been getting no real help and being told the same thing over and over again by multiple TPG support agents - "The outage is cleared, let me check the connection... oh it's still dropping and not working"

• Broadband has been dropping out SINCE JANUARY
• Home phone line NOT WORKING
• Was advised a technician would come and check my service by the 25th of March... NO ONE CAME
• Followed up MULTIPLE times on the TPG support live chat... waited hours upon hours to be connected to a support agent
• All of them say it's due to an "outage" that has been cleared... service is STILL NOT WORKING
• Another tests the line... agrees the it is not working and dropouts still occuring... says they will transfer me to "engineering chat support"... DOES NOT RESPOND
• Another checks with engineering team... says again due to "outage" that has been cleared

I am fed up with being tossed around in circles. I need someone to address this problem PROPERLY or to actually send a technician over to check the fault in my line.

[ngocbangnguyen]

Update - have not heard from TPG. After browsing through some other discussions on this forum, it seems that unfortunately many others are having the same experience.

I have decided as of today, to terminate my services with TPG, as I have extended my patience more than enough and have doubts they are willing to resolve this problem.

I went on the "billing & customer service live chat" to notify them I want to cancel. The first customer service agent acknowledged my decision and told me to wait on the line, while he transfers me to an account specialist... waited an hour on the line... no response.

So I queue up again in the live chat and get through to another customer service agent. No response at all.

I am now queuing for the THIRD time, and will update you guys if I do get through.

Feel free to see the receipts of both chats attached below.

[ngocbangnguyen]

Update - third time unlucky. Got disconnected by a staff member before I even got through.

Now I can't even cancel my account?

Not cool, TPG. I will be lodging a complaint with the Telecommunications Industry Ombudsman as well as reporting to the ACCC.

[ngocbangnguyen · Accepted solution]

So TPG have resolved the problem with Telstra. Service is now working.