NBN disconnection

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Level 1b

We are having a lot of internet disconnection issues these days. We have moved to new address on June 5th. After installation, internet stopped working next day. I contacted TPG customer service, nbn tech support numerous times (most of the time waiting period was more than 20 minutes). Finally, we had nbn technician after 1 week, but he couldn't fix it. He said, it was the router (I'm pretty sure router was working properly). I called them and they sent me a replacement router but the internet still didn't work. I called them again and after a week, we got another nbn technician appointment but he couldn't fix the issue, it could be either router or connection wire he said. I called tech support and they did some remote tests, it was working for last 2 days. But it stopped working again. I was very frustrated and decided to cancel tpg service and called them and they said, they will fix it, I waited for 3 hours to get a call from engineering department and tried to call them back. But, their office is closed already. 

 

I am really disappointed with tpg. Do other customers get same issue? I will definitely cancel my service if they cannot fix it asap. We have spent 3 weekends without internet already. 

2 REPLIES 2
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Moderator


Hi @Narayang 


Thanks for your query!


Let me have a look for you, and I will get back to you ASAP.


There is also a new ''TPG Mobile APP'' to help you with various trouble shooting and account issues, via a mobile phone app.
https://www.tpg.com.au/download


Regards,
David_M

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Moderator

Hi @Narayang 

 

I have pushed this request to our engineering teams. Someone will call you back ASAP hopefully today.

 

In the meantime, maybe you can try to manually put in your TPG USERNAME/PASSWORD into your modem, as i can not see it authenticated.

 

Please find an attached link for a guide to help you configure your modem.

https://community.tpg.com.au/t5/Modems-and-Devices/How-to-set-up-your-TP-Link-VR1600v-modem/m-p/709#...

 

Regards,
David_M