Hi
I have yet to get answers to my questions which were in emails to you on this issues of drop out and slow internet since April 2020 and waiting for futher development of rectification of the partially fracture kerbside fibre optic cable
- What is your industry speed of TPG NBN50
- What is TPG’s answer to the poor service and trouble shooting since April 2020
Its looks like the NBN speed is a well guarded TPG secret
I can not understand your TPG culture of send bogus missed called SMS as part of your fault service. When a customer has an issue, TPG compounds the issue further with this the kind of poor service. One has to call 13 14 23 and hold the phone for between 30 to 45 mins to get connected to your service centre. Spend a further 3-5 mins reporting the fault. Don’t you think it is better service if your staff pick up the case file call the customer as part of your service instead of sending SMS. Half the time when a time is requested TPG do not return calls at the requested time
Secondly, your TPG missed call is a none event as all the modern hand phone has caller ID and in my case I also have a Call Catcher service which sends me an SMS to notify the phone number and time of missed call. This is a total reflection what TPG would accord to the customer. I certain do not appreciate what is not factual.
I do not have any missed call from TPG on the mobile phone as all my missed calls are SMS to my mobile like below
Hi! You missed a call at 04:42 PM on 10/11/2020. Please phone +614xxxxxxx to return the call. For Call Catcher info or opt out, freecall 121600.
The fault was reported Since March and nothing positive was done except the usual call that a test was done and the service was normal which is at the time of the test. No further action and the case was considered closed. Only in Oct 20 when 2 NBN and 1 TPG tech turned up to carry out on site checks and only terminated connections to the two wall socket phone connection. The problem was still apparent. NBN sent a Tech 20 Nov and established a partial fractured kerb side fibre optic cable.
It took 6 months to even get someone to do a site check and a further 2 months to find a partially fractured fibre optic segment speaks of the standard of service. I am sure your engineers will acknowledge a real time check can not produce the history of the defect especially an interrupted connection.
Your customer can understand a technical problem may be beyond your control but not taking action for 6 months and finding the defect after 8 months is any ones book, as absolutely very poor trouble shoot. Plus your poor service of satisfying yourself a test done on real time and the service is normal closing the case. To top this up you subect your customer to “missed call which did not occur and length call back Is this your TPG culture and standard of service we paid for.
I have purchased a Wifi extender, expensive router, Wifi Mech and paid for a replacement TPG modem to sort out this issue which turned out to be a broken kerb side fibre optic cable. Your staff even suggested I should replace the cable run in the house. All this are cost to me which should not have happened in the first place.
What do I expect from TPG for all the above due to your poor service and standard of trouble shooting besides waiting for an update on the rectification of the cable fault.
Alan Chan
