Constant Outages

[didi]

I have not experienced a reliable Internet connection for the past 5 months. I have been entirely unable to connect to the Internet this entire week. I receive texts explaining that there is "planned maintenance" if not daily, at least weekly. Apparently, this "maintenance" has been going on for the entire year.

I am a full-time university student. Due to COVID-19, our assessment has moved online. A secure connection (if I'm even lucky enough to even connect) is vital.

I wish to cancel my plan. I have three months remaining in my contract. I understand that there are cancellation fees - I need to pay 50% of the monthly amount for the remaining three months. However, TPG has frustrated the contract in the first place. The contract is for the supply of Internet services, yet there has been no such supply. Why should I be forced to pay for an Internet service that does not deliver Internet? Why should I be penalised for reasonably wishing to terminate a contract whereby I pay $60 a month for nothing?

To compensate for the awful service I have received for the past 5 months, the least TPG can do is forgo these cancellation fees. Ideally, I would like a refund for this past billing cycle as well - as I have been unable to connect to the Internet at all. This is not a one-time issue. I have been consistently denied access to the Internet.

[Anonymous]

Hi @didi,

Welcome to the community!

We're sad to know that you're considering to cancel the service with us. Please shoot me a private message with your account details (Username/Customer ID together with the address on file) also include your best contact number and preferred time. 

We'll have one of our Account Specialists contact you to discuss details of service cancellation.

How do I private message (PM) in the community.

Regards,

I have not experienced a reliable Internet connection for the past 5 months. I have been entirely unable to connect to the Internet this entire week. I receive texts explaining that there is "planned maintenance" if not daily, at least weekly. Apparently, this "maintenance" has been going on for the entire year.

I am a full-time university student. Due to COVID-19, our assessment has moved online. A secure connection (if I'm even lucky enough to even connect) is vital.

I wish to cancel my plan. I have three months remaining in my contract. I understand that there are cancellation fees - I need to pay 50% of the monthly amount for the remaining three months. However, TPG has frustrated the contract in the first place. The contract is for the supply of Internet services, yet there has been no such supply. Why should I be forced to pay for an Internet service that does not deliver Internet? Why should I be penalised for reasonably wishing to terminate a contract whereby I pay $60 a month for nothing?

To compensate for the awful service I have received for the past 5 months, the least TPG can do is forgo these cancellation fees. Ideally, I would like a refund for this past billing cycle as well - as I have been unable to connect to the Internet at all. This is not a one-time issue. I have been consistently denied access to the Internet.