Hi, I've been a long term customer of TPG (Approx. 15 year?)
In approx. Feb of last year I was called (unsolicited) by your team and strongly encouraged to switch from my NBN connection (which was working fine) to a 5G Wireless account.
This was promoted strongly as being cheaper & faster, but continues to prove unreliable
Since moving to 5G connections have been extremely inconsistent, dropping out often...
I called TPG support on this early on who helped somewhat in splitting the network into a separate 5G and a 2.4G wi-fi
But none the less connection issues have remained and we have persevered...
Today the 7th May 2023, marks a new low in my experience with TPG
Call 1 : I called the technical team for support given continued drop outs at approx. 11 am
He told me to put a pin in the bottom of the modem and reset, which did little to fix the issues and deleted the separate 5G and a 2.4G wi-fi previously setup
I was told I should go back to the NBN and was transferred to someone to disconnect my account and switch to NBN
Call 2 : After being transferred to the person to disconnect, he said that I was handed off by only a "Level 1" technical person and told me going back to NBN would mean a whole new account.
On this note he said I would be called back by a higher grade technical person at 2:30PM
No one called at 2:30 but I had a missed call at 2:50
Call 3 : I returned the call that was missed and was told that there was nothing much to do and I should go back onto the NBN (which I had previously) and I would be charged more for this.
As you can imagine, being charged more for what I understand is a slower connection, after being encouraged by your team to move onto the 5G Wireless seems a bit odd.
Call 4: This person handed me onto someone from the engineering team who said I need a new modem and they would send one out (I have no confirmation or further info on this)
Please note the following
- I am extremely disappointed and frustrated with the customer service experience
- I want my wi-fi connection sorted out ASAP
- I will not be paying more money to revert to the NBN service that I was previously on and you encouraged me to upgrade from (I will pay less or walk)
- I expect compensation for this months bill, paying for a service that doesn’t work
- Please consider this "final notice" if this isn't sorted out in a timely fashion I will pursue an account with one of your competitors
Sort it out, don’t encourage customers to move onto faulty/unreliable connections.
