I have been with TPG in the past 6-7 years, i am always happy with TPG until I move house.
I was under unlimited ADSL plan before, but force to join NBN becuase my new place is under NBN network. I was told that I cannot keep using ADSL if the suburb is already having NBN. Under no choice, I have to switch to NBN.
The date to switch over was 12 April, but up to now, I still have no internet/phone. A tech guy came out and told me that there is infrastructure issue need to be fixed by NBN first, he asked me to check back with TPG after few days. I did follow up with TPG, the customer hotline girl said a case officer will call me back the next day, but I did not receive any call back, I called again today to folllow up, have been transferred by the operators by 2 times, and finally get in contact with a senior case officer. He told me that NBN need to fix the issue and the indicative date is 30 May 2018. I told him I keep paying the money for the service I cannot use, how would that be fair? Is anything TPG can do, say wavie the monthly payment? He said something i have signed something no pursue of compensation before switch over, so I cannot pursue anything... he suggested me to go back to the old house to use internet or terminate the contract with TPG... Really? I already moved, how could I go back to old place to use internet? I am really piss at that moment, I understand it is not TPG's fault, but TPG could do better. If TPG don't want to wavie that monthly payment, could TPG provide ADSL service to me in this month till the point I can have the NBN? or could TPG provide me free unlimited data mobile usage for this month? Why the senior case officer just ask me to go away... is this the way TPG treat their loyal customer?
This whole NBN thing really is a nightmare! I already have no internet connection for 23 days, and still need to wait to 30 May, and that's not a guarantee to fix the problem...
I am very disappointed on NBN and how TPG treat their customer!
Welcome to the TPG Community!
We are unhappy to see that you've had such experience. Sounds like this situation may benefit from being escalated internally to reach a resolution.
Based on our records, we've seen that one of our Case Managers has already been in touch and advised you that we have identified an issue within the core network controlled by the NBN™ Co and they may have to do additional work on the infrastructure before they can complete the installation of your service. Please understand that this technical limitation is beyond TPG's control.
We realise how frustrating this has been but rest assured that your case is being dealt with utmost priority. Apologies as we do not provide interim service, but will raise your concern about the adjustment to the Case Manager assigned. An update will be provided as soon as it becomes available.
I would appreciate if you could send via private message your best contact number as well as your most convenient time to receive a call so I can organise a call back to be made from our Provisioning Team.
We apologise for the inconvenience caused.
We'll have the information verified directly with NBN™ Co by our Case Manager as to what the letter pertains to. As stated above, we rely on their infrastructure to provide the service in your area as well as the availability of the schedule for any installation and/or repair.
I'll organise a call back to be made first thing tomorrow as their department is already closed for tonight. Should you have other preferred time to be contacted, please do let us know.
We appreciate your patience.
We understand what the service means to you, spiderchon.
Our Provisioning team is working double-time to have this issue resolved. They should be in touch with you tomorrow morning for further updates.
Thank you for the update @spiderchon.
We will continue to push for a resolution with NBN Co and you will be updated as soon as we have additional information with the installation. In the meantime, if you have any further enquiries or require general information on the matter, contact us here and we'll be sure to get this coordinated for you.