NBN fibre down TPG uncontactable

[Briantehan]

After a long power outage of more than a day in Port Stephens, everything came back except the internet. The NBN fibre box has no light on the fibre, meaning it's down somewhere. I have spent two hours waiting on the phone to get support but nobody has answered in that two hours which is unacceptable. I tried to report it via the website but the information about a link to report NBN faults is false/wrong. I tried to report it on the app. It just went nowhere - no response, not reported to NBN. I've been a customer for more than 10 years and this is the level of service I get. By the way, I was a network architect for 30 years so I know how this stuff works. Anyway, it's simple NBN is down but TPG has been uncontactable and has not reported the problem. If I don't hear anything within the next few hours I will have to look at changing to a provider who can respond to faults and report them to NBN.

[cahaceh358]

Hello!

When you're unable to get timely support or even report an issue properly, it's certainly unacceptable.

Given the situation, here are a few steps you could consider:

Direct NBN Contact: Sometimes, contacting NBN Co directly might yield faster results. Their contact number is 1800 687 626, and they might be able to give you information or help escalate the issue.

Social Media: Reaching out to TPG via their social media channels can sometimes get quicker responses, as companies tend to monitor these platforms closely.

Alternative Contact Methods: If you're comfortable, visiting a local TPG store (if available) can sometimes provide quicker resolution. Alternatively, you could try different phone numbers or customer service lines.

[Jacob_Bowz]

We'd love to get you back online, @Briantehan. Send through a private message and we'll take a closer look at your connection.