Your NBN broadband shaped account metering is completely broken. Please fix it ASAP.

[Catfish]

I have a 50GB/50GB shaped NBN bundled account. A number of the following issues have been regular problems for the past 2 years, and the service is getting worse:

• no 80% usage warning e-mail notifications since March 2024.
• have received throttle e-mail notifications when not throttled.
• have received no throttle e-mail notification when I've been throttled.
• mismatching usage values between the usage details, usage bar and comparison graphs in the My Account control panel. Which one is correct? Are any of them correct?
• now the comparison graphs and usage details tables in the control panel are missing entirely, and are displayed as broken links (see screenshots).
• now (as of the last few days) we have off-peak usage (2:30am-8:30am) being rolled into peak usage values to result in me being throttled for 3 days during my last subscription period. Because of early heavy off-peak usage, it looks like I'm on a trajectory for early peak throttling in the current subscription period. This is totally unacceptable. If TPG is unable to differentiate between peak and off-peak usage, and make the corrections, then usage values need to be reset for all customers affected. Any customers who have been erroneously throttled are entitled to a partial refund.

I've been with TPG since 2002. There's been a general decline of services over the past couple of years. The 30MB webspace is no longer supported. E-mail services have been terminated. During this period, the cost of the plan rose 10%. Typical corporate progression. Cut quality of services for short-term savings absorbed by executives and shareholders. Time to move on I think.

[Jacob_Bowz]

We've loved having you around @Catfish, we'd love to keep you around. We're keen to get a closer look at your account and check out your NBN plan and notifications.

Send us a private message and we'll get on top of things.

[Catfish]

Done, but these issues clearly affect multiple accounts. TPG has been aware of the most serious of these issues (off-peak usage logged as peak) for at least 7 days, and it's still broken.

I see that the 80% usage warning e-mail notification is now working in some capacity, because I just received one thanks to the above issue. The broken comparison graph and usage logs (Display Usage link) in the My Account control panel have been restored. [Edit: However, the values under the usage bars display downloads only, when they should be downloads + uploads. Based on the pattern of notifications I've received, it appears that the 80% warning and throttle notifications are linked to the downloads + uploads value. The value used to determine throttling appears to be based on downloads only - maybe I shouldn't be complaining.]

[adib_rahmang]

I've responded to your DM, @Catfish 

[Catfish]

I've had a near-unusable (16kB/s) peak hour (8:30am-2:30am) Internet service for a total of 2 weeks (11 days for the current subscription period + 3 from the previous) because of TPG's off-peak logging fault, and it's still not resolved. They've known about the problem since at least 5/10/2024, but here we are. The downward spiral of TPG continues.

I did receive an e-mail on 23/10 from TPG Helpdesk telling me they'd 'escalated this to the relevant department', so what are we looking at? Christmas?

[Catfish]

I've been unable to log in to any TPG account for the past 2 days. Tried 3 accounts (1 NBN broadband, 2 mobile), 3 different web browsers, throttled peak speeds (because of course I'm still throttled) and non-throttled off-peak speeds. Returns the following message every time:

Strict Standards: Non-static method DB::errorMessage() should not be called statically, assuming $this from incompatible context in /usr/share/pear/DB.php on line 964
DB Error: connect failed, in: /home/www/live/tpg-cyberstore/your_account/classes/database.inc on line 30

What next?

[Catfish]

What next? The error, above, has been rectified for the 3 accounts. I can log in to the NBN broadband account, but now any attempts to log in to the mobile plans get kicked with the following error message:

Error: Invalid details used. Please check and try again.

Forgot your password?

Passwords were correct. They haven't been changed since the last time I logged in earlier in the year. Phone numbers or Customer IDs don't work. Do I need to go through the 'forgot password' routine or is TPG on the case?

And, of course, I'm still throttled at 16kB/s during peak hours, 15 days later, and 25 days after the fault was first reported in these forums. What is going on at TPG?

[kate_]

Hey @Catfish, we've checked in with our team and confirmed we don't have an update on when this will be resolved just yet. They're working hard to get this sorted as quickly as possible.

Are you still receiving that same error when logging in to My Account?

[Catfish]

Yes, both mobile accounts. TPG switched these accounts to another plan in October & November, one that costs an additional $14/month. Didn't ask for it. Maybe the automatic plan switch broke the log in process.

I'd like this fixed because the new plan is not fit for purpose. I've had 2 new SIM cards from another provider sitting on my desk for 3 weeks, but my peak hour Internet service has been broken for the entire period (see above) and I can't log into those accounts to check the current plan details. I don't want to hit any snags when I attempt to port the old numbers to the new service, so I've been waiting until both issues are fixed. There's another +$28 to TPG's coffers.

Speaking of broken Internet, TPG finally fixed the broadband off-peak logging fault on day one of the next subscription period - when my usage is reset to 0 anyway. Classic. So I spent a total of 24 days with my peak-hour Internet service throttled at 16kb/s. This included the 2-week period that TPG technicians spent investigating the issue. Didn't occur to them to unthrottle the account while the investigation was under way. Unwilling or unable?

One thing that wasn't broken was TPG's billing process, which kindly slugged me the full cost of this degraded service. Helpdesk neither gave an apology nor any kind of refund in their final message. So I've asked for a refund for the affected period. I'll see what sort of response I get; might be dropping a complaint to the Telecommunications Industry Ombudsman.

[kate_]

We can help get you logged back in, @Catfish. If you can send me another PM, we'll take a deeper look into what's causing the error you're seeing.