Not recieving emails and frequent maintenance outages

[brentd]

Im not recieving all emails sent to my TPG email.

They show as successfully sent on the senders email and do not bounce back.

I have checked the spam folder.

I have checked webmail and turned off the "junk mail filtering"

I have added the sender to the "Allowed email addresses"

I tried calling tech support multiple times over 1-2hours within they're claimed business opening hours and get an automated message that they are "sorry they cannot immediately assist with my call and to try again later" before disconnecting the call.

I guess they decided to close early tonight? Very poor service.

I've had issues in the past where the sender has tried multiple times and then all their emails come through at once but over 12hours later.

Its very upsetting to think how many emails i might not be recieving and dont know about and that tech support isnt even available during their claimed opening hours. And why should i have to make another TPG account just to access the TPG community help forum?

In less than a month 3x planned maintenance outages, one all day 7am-3pm and two all night 12am-6am.

I thought TPG was meant to be a major provider in Australia but there service seems like a dodgy 3rd party operator.

[Anonymous]

Hi @brentd ,

Welcome to the community!

I am sad to know that you're having issues with the incoming emails, you may raise this directly to our postmaster by sending emails at postmaster@tpg.com.au for real-time test and investigation.

The error message you received from calling our Contact Centre is due to high volume of calls. 

TPG Community requires different log-in from the existing TPG account for security purposes also to give a chance to Non-TPG customer to join.

Service maintenance are usually scheduled during off peak time however, there are situations that an immediate maintenance is needed to ensure continued performance on the network.

We have a very large call centre operation that is fully managed, owned and operated by TPG. Our staff are fully trained and equipped to help with any issue you may have. We have specialist teams, specialist technical teams and specialist complaint resolution teams, fully trained and equipped to best assist you.

If you are still having issues with the connection, send me a private message with your account details (Username/Customer ID together with the address on file) so we can confirm if the issue affecting the service is caused by an outage or an isolated case.

How do I private message (PM) in the community 

Regards,

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@brentd wrote:

Im not recieving all emails sent to my TPG email.

They show as successfully sent on the senders email and do not bounce back.

I have checked the spam folder.

I have checked webmail and turned off the "junk mail filtering"

I have added the sender to the "Allowed email addresses"

I tried calling tech support multiple times over 1-2hours within they're claimed business opening hours and get an automated message that they are "sorry they cannot immediately assist with my call and to try again later" before disconnecting the call.

I guess they decided to close early tonight? Very poor service.

I've had issues in the past where the sender has tried multiple times and then all their emails come through at once but over 12hours later.

Its very upsetting to think how many emails i might not be recieving and dont know about and that tech support isnt even available during their claimed opening hours. And why should i have to make another TPG account just to access the TPG community help forum?

In less than a month 3x planned maintenance outages, one all day 7am-3pm and two all night 12am-6am.

I thought TPG was meant to be a major provider in Australia but there service seems like a dodgy 3rd party operator.

---

[brentd]

Hi volume of calls between 10pm and 12am on a Thursday night? If its a very large call centre like you say then TPG must have even larger problems when more people then they can handle are calling in right up until close at midnight.

I called again today but due to such high volume of people calling in with problems I was told 30min wait time so opted for the call back option. 

Once i finally got to speak to someone i was told they will past my issue on to the "email department" and I will get another call back but this time upto 24hours wait.

So calling on Thursday will hopefully result in speaking to someone on Saturday!

I guess that just re-confirms my previous comment about TPG having poor service.

[brentd]

**, I missed the call. Unable to call back the "email department" so went to the generic tech support number where AGAIN they are experiencing high call volumes so will call me back within half an hour.

Once i got the call back told AGAIN that it needs to go to the "email department" and that they have sent a message for them to call me.

I asked if i could be transfered and wait on hold instead but apparently that is not an option.

Asked if the call back would be today but he couldnt garantee that so looks like it might be FOUR DAYS before i can speak to someone who can help with an email issue.

Ill be carrying my phone into the shower now so i dont miss the call or otherwise it could become 5 days.

What a joke!

[BasilDV]

Hi @brentd

We'd like to help turn your experience around.

Please send me a PM with your TPG username or customer ID number, along with the email address that you are using.

Also, provide the lists of email addressed that's not able to reach you for us to investigate this further.

BasilDV