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No internet connection for 2 days now

Level 1a

Hi!

I'd like to report that I don't have internet connection (ADSL+2) for two days already. I've been trying to call the customer support for several times , but the annoying recorded message just keeps on playing.

Hopefully someone from TPG will be able to help me with this.

 

Thanks!

 

6 REPLIES 6
Moderator

Hi @nelsie

 

Welcome to the Community! 

 

Apologies that you've been faced with difficulty in using the service. 

 

I've managed to run remote tests on our end using the account pulled with your Community details. Based on the results, the modem appears to be connected and working now though there is a line fault that needs to be checked. 

 

I have escalated the issue now to our Engineering Team for further investigation. Please ensure to still leave your modem on as their team will still need to conduct remote testings. 

 

Update should be provided within the next 24hrs. If you have a preferred time to be contacted, please do let us know so we can inform them. 

 

For further queries, just shoot us a message. 

 

 

Regards,

Ahra_G

Level 2

I have this same exact issue, technical support is not answering phone. this is not acceptable. 

Moderator

Hi @darwin,

 

Welcome to TPG Community!

 

We have located the account using your community details and we can see that the service is completely down at the moment.

 

That being said, we have arranged a technical specialist to contact you before 5PM NSW time today for assistance.

 

Should you have a preferred contact number and time, please send it via PM.

 

To send a PM, please refer to this link: How do I private message (PM) in the community - TPG Community

Moderator

Hi @darwin,

 

Just a quick update with your case.

 

A TPG technician has been booked to check your service on the 19th of March (Tuesday) between 12PM - 5PM. Your attendance is required as they will need an easy access to your wall socket.

 

Further updates will be given by our Engineering team once available.

 

Should you require further assistance, please let us know.

 

Kind regards,

BasilDv

Level 1b

Same here, Internet has been dropped from Friday, tried to call Technical Support for the last 3 days but was kept on hold the whole time. Disappointed.

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Moderator

Hi @thaihoangcfc

 

We've already responded to your own post.

 

We will be waiting for your TPG account details to be sent via PM.

 

Kind regards,

BasilDV