EMAIL service disconnected

[canan999]

My NBN service was due to disconnect yesterday, and it was important to keep  my email account and aliases. 

I have  communicated over the past month re subscribing to POP email only at $27.50 per annum, and agreed to go ahead with that.

I also wrote again last week to re-confirm and ensure that all would go smoothly...  BUT ...

I find that today, now that NBN is disconnected, I cannot access my email by my normal email programs or the TPG "Post Office" 

I get this message :-

Error: Invalid Username and/or Password. Please check and try again.
 Forgot your password?

This is very important to so can this please be corrected asap.

You urgent response in fixing this up would be appreciated.

Thanks, Regs,

Kevin

[BasilDV]

Hi @canan999

Thanks for raising this with us.

We checked the account and learned that you've been in touch with our Accounts team.

They've advised that the request can't be processed today as there's an ongoing thread on the account.

It may take up to 5 working days for it to be done for us to turn your email accounts to POP.

Let us know if you need further assistance.

BasilDV

[canan999]

Thank you for responding.

Yes, I have been in touch.. I am quite put out that when I ordered cancellation over a month ago, I was not told of losing emails for 5 days + . This is a major problem for me...

It was clearly communicated and acknowledged that emails would remain for the $27.50 per annum, everything is basic work, but that turns out not be.

It was only after spending over an hour on phone, this morning that the officer found out and gave me the bad news...  Not happy Jan !!   

[canan999]

Hi again BasilDV..

Hopefully you can help.

Now 7 days since scheduled disconnect of NBN, and continue with email only. I was later advised that I would have no email for 5 days. 

I see that I have now been billed for the  continuation of username and email service, but aliases still do not work. (tried to add them in account section, but error comes up as already being used.)  They were to be aliases "travsub9" , and "sueandphil"

Particularly worried and desperate to catch up with  missing orders/comms/emails which will now supposedly come to my main account.

I would like to email everyone before the weekend to apologise and tell them that email is back working.. 

Hopefully, you can please make that happen.

Would appreciate your advise as to when all will be OK again.

Thanks again

[Shane]

Hi @canan999,

I can confirm that the Standalone E-mail Only Account is active, to confirm that it is working you may check the emails using our Post Office https://www.tpg.com.au/home/postoffice.

If you are having issues setting up the e-mail you may reach directly our postmaster via email at postmaster@tpg.com.au

Regards,

Hi again BasilDV..

Hopefully you can help.

Now 7 days since scheduled disconnect of NBN, and continue with email only. I was later advised that I would have no email for 5 days. 

I see that I have now been billed for the  continuation of username and email service, but aliases still do not work. (tried to add them in account section, but error comes up as already being used.)  They were to be aliases "travsub9" , and "sueandphil"

Particularly worried and desperate to catch up with  missing orders/comms/emails which will now supposedly come to my main account.

I would like to email everyone before the weekend to apologise and tell them that email is back working.. 

Hopefully, you can please make that happen.

Would appreciate your advise as to when all will be OK again.

Thanks again

[canan999]

I have now emailed the "POSTMASTER" as you have suggested to be the person responsible for my woes..

FYI, the email I sent to him/her is copied for your reference  below.

----------------------------------------------------------------------------------

We have told this same story to many different departments and no one has practically helped ..

I have now been asked by the help forum to contact you, "POSTMASTER" here, to fix the problem if I have any.

ALIASES STILL not working in or out !!

Trying to set the 2 aliases in our TPG control panel says "already in use" .. Same addresses as we have always used for years is why we wanted to continue and subscribe to email only service.

.. I am sending this to you via my old bigpond service address ..

The latest communication below, tells us to ask you to fix. Hopefully now I have been given the correct person, and no more deflecting the problem.

Thanks and Regards,

Kevin Anderson

-----------------------------------------------------------------------------------------------------------

[canan999]

Hello again Shane ..

Did as you told me to do, but no responses come back from the POSTMASTER email address I have contacted.. Aliases are still not working, and trying to set them up in my Email Management section on TPG site still tells me that my email addresses are not available to add. ..  Seems like someone has forgotten to migrate to my email only service... 

Can you please escalate this to management, 'cos I have been going around in circles for 10 days now...

Will start to cost me lots $$ if not fixed...   I must have email to those same addresses I have had for many years..

Thanks

[Shane]

Hi @canan999,

Thanks for the additional details. Send me your best contact number and preferred time via Private Message, I will arrange one of our Account Specialists to contact you to check the status of the email.

How do I private message (PM) in the community

Regards,

My NBN service was due to disconnect yesterday, and it was important to keep  my email account and aliases. 

I have  communicated over the past month re subscribing to POP email only at $27.50 per annum, and agreed to go ahead with that.

I also wrote again last week to re-confirm and ensure that all would go smoothly...  BUT ...

I find that today, now that NBN is disconnected, I cannot access my email by my normal email programs or the TPG "Post Office" 

I get this message :-

Error: Invalid Username and/or Password. Please check and try again.
 Forgot your password?

This is very important to so can this please be corrected asap.

You urgent response in fixing this up would be appreciated.

Thanks, Regs,

Kevin