Hi,
I have connected to TPG on 17th Jan 2024 and subscribed for NBN 100 as FTTP.
By 19th Jan, i figured out that the internet keeps getting disconnected for several hours a day, i have to reboot the router in the morning for a start and multiple time during the day. Sometimes it reconnects after reboot other times it doesn't forcing me to use mobile data for my WFH.
I sent an email to helpdesk@tpg.com.au 8:00 am Friday 19th Jan 23, got an automated reply to contact techops@tpg.com.au.
techops@tpg.com.au mail box is unreachable and is of no use.
20-Jan-24, my internet was offline since morning for 3 hours, I have called Tech support number after conducting some initial triage. I figured that NBN optical light turns red when the outage occurs.
It took an hour to connect to a real person, the internet came online (all by itself without reset) as i was on the call and i was told that everything seems fine, which is not true.
I have requested to raise it to level 2 support as restarting the service is not a resolution.
The person didn't gave me a ticket, i have no visibility of how this complaint is going to be tracked.
I need to understand the resolution time for the complaints?
The service i am getting doesn't meet the level TPG is advertising.
After the support call i had a 1 min dropout that auomatically resolved (Image attached). I was not getting these dropout with my previos NBN provider (until 17th Jan), so there is something wrong with TPG service.
Regards,
Mujtaba Habib
