EMAIL ISSUES

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jmoreton
Level 2

I have a problem in that my email address suddenly stopped working on two computers, its an important one for me as any outstanding bills will come in on this address.

I initially waited 24hrs just in case TOG were having issues, fault percisted , then went into Web page, tried to access Email address from Web page again couldnt get into it.

I then deleted my old address within my WEB based Email on the hope of recreating it to get any future emails, once deleted it would not let me recreate my old Email address as they now require it to be more Characters so this was of no use to me.

Next Went through the perfectic phone number for assistance, told me to wait 40 minutes initially but I waited as I wanted to talk to someone, finally got someone they said they couldnt help me and woul have to be put through to another area, waited 15 mins and it cutoff putting me back to square one, tried again but this time asked them to phone me back when they get chance, got a call back, next person went a little furtehr in trying to re-establish my old Email address without success, they then wanted to put me through to another area, I warned them last time I got cut off so they flagged it to call me back if it did this.

Got a call back, they spent some time with me but had to escalate issue and told me I should get a call back the following day. By now I had gone from 9:30am - 13:30 stuck to my PC and phone and gained next to nothing.

4 Days went by, no call, so once again went through the perfectic call centre, now I am not happy, when I finally got through was told the y hadent actaully passed on the issue and I had to yet again go through call backs, having to go through the same security questions each time they passed me through also frustrated the hell out of me.

Got a call back and this time the Lady spent more time trying to fix but again had to put me through with the usual delays. This went on for approx 2 weeks when I finally go someone that did have my old email address setup as a totally new entry on the system whilst on the phone I could login to this entry so was hopeful, she left her phone number in case of issues.

That night tried to get two different email systems to login to the new entry they both refused to do so, so I went back to the WEB based entry it it would not let me in, left a message on the phone number supplied.

 

Today nearl 3 weeks later, I thought TPG are useless and I will go into my Primary Email address and create a PSeado address then visit the 30-40 sites that send details on my failed email addres of a new one, only to find out now I can not access my primary WEB Email address, it luckily works fine as an EMail address in my email app, but will not let me access it on the Web page, so reneteerd the password in my email app to see if it had changes it works fine, but I can not get into my WEB page, I am seriously at the point of reporting them to the Ombudsman and moving my long established  account over to another IP.

1 ACCEPTED SOLUTION

Accepted Solutions
BasilDV
Moderator

Hi @jmoreton

 

Welcome to the Community!

 

We'd like to look into your account for better understanding of the situation and see what we can do to resolve this as soon as possible.

Please send me a PM with your email address account or TPG username and customer ID number to assist you accordingly.

 

BasilDV

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4 REPLIES 4
BasilDV
Moderator

Hi @jmoreton

 

Welcome to the Community!

 

We'd like to look into your account for better understanding of the situation and see what we can do to resolve this as soon as possible.

Please send me a PM with your email address account or TPG username and customer ID number to assist you accordingly.

 

BasilDV

jmoreton
Level 2

I responded 3 days ago to your message of assistance , yet again no reply from TPG, I have now been without my email for 3 weeks of constant failure by TPG to respond appropriately or not doing the supposed fixes correctly from not posting the fix to appropriate TPG members up to not setting up the email xxxxxx@tpg.com.au with the required details and providing me with a password to access the email once again, THIS IS NOW CRITICAL AS I AM RECEIVING INVOICES THAT NEED PAYING ON THE OLD EMAIL ADDRESS. I thought TPG would be able to recreate an Email address in a day or two not 3 weeks and still have it not working.

I am a Service Deliver y Manager for a larger corporate who supply data, Phones & solutions to the WA Government, we break our quality of service if we don’t respond with 1hr and don’t fix our issues between 1-8hrs depending on urgency. So glad TPG are not partnering with us on our major accounts within the Government with this service, we would be forever paying penalties.

 

Again User name is xxxxxfor Primary email address and xxxxxfor the 

jmoreton
Level 2

The reply I just lodges when looking at all messages didnt seem to be lodged so that was probably my fault I may of written it withiut doing the final Posting. SO I will restart the clock on the 3 day delay..

Shane
Moderator

Hi. 

I'd like to clarify when you say 'You do not have Email' did you mean you're unable to access the email, is it because of incorrect E-mail address and password? Send us a Private MEssage with your best contact number and preferred time, we'll have our Account Specialists to contact you to assist you retrieve the log-in of the E-mail address.

 

How do I private message (PM) in the community

 

Regards,

 

 

I responded 3 days ago to your message of assistance , yet again no reply from TPG, I have now been without my email for 3 weeks of constant failure by TPG to respond appropriately or not doing the supposed fixes correctly from not posting the fix to appropriate TPG members up to not setting up the email xxxxxx@tpg.com.au with the required details and providing me with a password to access the email once again, THIS IS NOW CRITICAL AS I AM RECEIVING INVOICES THAT NEED PAYING ON THE OLD EMAIL ADDRESS. I thought TPG would be able to recreate an Email address in a day or two not 3 weeks and still have it not working.

I am a Service Deliver y Manager for a larger corporate who supply data, Phones & solutions to the WA Government, we break our quality of service if we don’t respond with 1hr and don’t fix our issues between 1-8hrs depending on urgency. So glad TPG are not partnering with us on our major accounts within the Government with this service, we would be forever paying penalties.

 

Again User name is xxxxxfor Primary email address and xxxxxfor the 

The reply I just lodges when looking at all messages didnt seem to be lodged so that was probably my fault I may of written it withiut doing the final Posting. SO I will restart the clock on the 3 day delay..