We had a lightning strike back in October. It knocked out the modem and home phone... meaning they would not turn on; so this takes a lot of call to the support line. When you sit there for half a hour listening to all the help messages, you learn a lot about TPG, and I assume it's the same or worse at other ISPs.
Do they know if you have no internet, you cannont go online to ask for a service check or get help from the community for the same reason?
Okay, you can use your mobile phone but that's expensive for me anyway.
What really get me is the suggestion to arrange a call-back. You get a text message that you have a missed call, ring that number and you get back onto the support line where you can arrange a call back.???
What is normal, when they say we have more calls than normal? From my experience half hour waiting is normal.
Oh and the tech support automatic test. They tell you it's been tested and is working fine and within specification, only, it's not. Send a message and get told it's been resosolved, please don't call again. So it's back onto support line.
Just to go back to the first call; the system still insists they run tests and get technitians out; this is for a dead modem! Why not organise a new modem at that point because it takes a a few days to get one delivered. Lighting does not get fixed with a reset, you need a new one, it's fried. I don't need a technitian to say, it will not turn on, no power light, it's dead, get a new one.
Now I am waiting for the home phone to work, internet is fine. I can look up the community help where lots of other people have the same problem, there no easy fix listed there. I understand it's complicated and I expect it will soon be fixed but this support system could work better too; those messages while waiting just increase the frustration level and should be reviewed.
