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Lack of response from ‘Technical Support’

AdamP
Level 2
My 5G Home Broadband connection dropped out yesterday morning at around 7:45AM. I thought it might be related to the extreme weather in Melbourne so waited until the early evening before calling TPG. I was told that my issue needed to be escalated to the next level of tech support and that I’d receive a call back soon. Nobody called me back. This morning at 10:23AM I received an SMS advising me to email techops or respond to the SMS if I need to contact TPG regarding my ticket. I did both. Still no response. At 7:30PM I called TPG tech support and was told that an urgent request had been raised for my ticket and I would receive a call back within the hour. Nobody called. I tried calling back and discovered that the tech support line is closed until tomorrow. By then I will have had no internet connection for more than 48 hours and no information from TPG regarding the nature of the problem or the likely restoration time. The two tech support operators I spoke to were very proficient in ‘customer service speak’ but unable to provide me with any meaningful information about what was actually being done to resolve my issue. This is the worst customer service I’ve experienced in a very long time.
1 REPLY 1
Shane
Moderator

Hi @AdamP,

 

We're sad to know that we're having issues with the service. We'd like to take this opportunity to turn around your experience and this sorted out. To better understand could you shoot us a PM with your details.

 

How to send a PM? 

 

Regards,

 

My 5G Home Broadband connection dropped out yesterday morning at around 7:45AM. I thought it might be related to the extreme weather in Melbourne so waited until the early evening before calling TPG. I was told that my issue needed to be escalated to the next level of tech support and that I’d receive a call back soon. Nobody called me back. This morning at 10:23AM I received an SMS advising me to email techops or respond to the SMS if I need to contact TPG regarding my ticket. I did both. Still no response. At 7:30PM I called TPG tech support and was told that an urgent request had been raised for my ticket and I would receive a call back within the hour. Nobody called. I tried calling back and discovered that the tech support line is closed until tomorrow. By then I will have had no internet connection for more than 48 hours and no information from TPG regarding the nature of the problem or the likely restoration time. The two tech support operators I spoke to were very proficient in ‘customer service speak’ but unable to provide me with any meaningful information about what was actually being done to resolve my issue. This is the worst customer service I’ve experienced in a very long time.