TPG Community

Get online support

Constant Internet Drop from NBN

Highlighted
Level 1b
Constant Internet Drop. Almost non existent at night time. When called customer service just gives a run around. Pretends to create tickets but does not. When forced, creates a ticket but closes it secretly later on without informing or checking if the internet is stable. Terrible experience. We've been customers for 13 years! Shame on you TPG, time to find a new provider it seems!
6 REPLIES 6
Highlighted
Moderator

We are sorry to know that you are having issues with the service and considering changing provided, @3712466

 

We value you as our customer and we'd like to check what can be done to turn things around. Please send us a private message with your TPG Customer ID, username and complete address so we can pull up the account.

 

To send a PM, please refer to this link: How do I private message (PM) in the community 

Highlighted
Level 1b

Sent the details by PM.

No update as yet. This has been going on for too long! No one from TPG is able to provide a reason or solution! Internet is essential for us for working from home and online tutoring sessions. And yet you don't even have the courtesy to acknowledge the issue and provide a solution! Very dissapointed TPG!!

Highlighted
Level 1b

This is the speed right now. How is this acceptable??

 

DW speed 1.9Mbps

U speed 4.2 Mbps

ping 11ms

 

Highlighted
Moderator

Hi @3712466 , we can see that your concern has been raised to our Engineering and Complaints Resolution Team. We have made a follow up and the Case Manager will contact you as soon as a new feedback becomes available.

Highlighted
Level 1b

We are still having internet drops, sprcially at night. 

Why does it seems impossible to provide a stable internet connection?

Still awaiting contact from Engineering/ Complaints Resolution Team

Highlighted
Moderator

We understand how this can be inconvenient and our Engineering and Complaints Resolution Team are working together to get this issue resolved.

 

We will make another follow up to ensure that an update will be provided once available.