Dear TPG Team,
Tried again today. Similar result.
Chat started at 1:50pm. First response: 2:52pm. Advised that the chat will be referred to customer service at 2:54pm.
Support staff suddenly closes the chat at 3:59pm.
So, what service do people switch to these days?! TPG seems gone...
Done that 3 days ago - and still nothing.
If there is a technical issue preventing you from subscribing me to the NBN100 plan, then say so. Don't send me stupid e-mails telling me that I or someone canceled the request I made. TPG still owes me $20. You deducted that money but never delivered the service. Not even basic customer service.
If anyone reading this has a suggestion for an alternative ISP, please don't hesitate to let me know.
As we're now approaching a "full week without a response from TPG", I figure I follow up again and ask:
What's going on?! I sent the PM and again - in good old TPG tradition - have not received a response.
My $20 also haven't been paid back.
I know the COVID-19 situation makes things difficult - but this is just not acceptable.
I'm not blaming the individual support staff that don't seem to cope - but I'm questioning TPG's leadership (or lack thereof) and lack of response to the issue.
20 days later - still no service change. Money withdrawn from my bank account 19 days ago for a service that's not being delivered.
7 days ago I got the first meaningful response from TPG informing me the change cannot be performed online and that it needs to be submitted by them manually. They asked for confirmation from me, which I sent back on the same day. In their automated reply they informed me I could also perform this change online.
Since then? Nothing. Despite a request for an update from me.
TPG at its "best".
Done that twice @RajenS : First on the 14th of April. Since you hadn't responded, I have sent you a reminder on the 20th, to which you also haven't responded.
Today, I finally was able to meet a competent TPG staff member named "Van" at the in the "Plan Change & Moving Home" support chat. Van was super helpful and initiated the plan change again. Van also made sure that I would get a confirmation e-mail for the change request. By now I even have a confirmation that the change has been completed.
After "only" 20 days, I am now officially on the new plan. At least I pay for it - however, while my upload speed has changed from 17Mbps to 28Mbps, my download speed has not changed and remains at around 46Mbps. I rebooted my routers to ensure the connection is reset - but even that does not change things. When can I expect that download speed to change to something that more resembles the 100Mbps speed that I am paying for? Considering I got the confirmation that the change was successfully completed, I would expect the download speed to have changed as well.