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ADSL failed. New NBN Bundle Worked 5 minutes then failed. As of 13-5-20 TPG Down 8 weeks now.

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TonyR
Level 3

Hello Rajen,

 

Now something unbelievable is happening. Your accounts team have sent me an invoice for $274 for early cancellation of my ADSL? !!!??????        It didnt work.

 

Second I upgraded to TPG NBN bundle because it didnt work.  As you know NBN bundle still does not work.  I am still waiting.

 

I have been without internet for 7 weeks.  TPG have no right to bill me for anything.

 

Please do something. TPG is becoming the WORST ISP I have ever seen.

RajenS
Moderator

Hi @TonyR 

 

       I will get someone to sort this out, you will receive a call back within 24 Hours 

 

Thanks 
Rajen 

TonyR
Level 3

Hello Rajen. I have written this to your accounts office. They are insane. For seven weeks now I have no TPG Internet and they send me a bill for upgrading from ADSL to NBN!!!??? I upgraded because the ADSL did not work and NO support.

 

 

Hi TPG,

There is ZERO possibility I will pay TPG anything.

Your dont understand consumer law. I do. Your internet is NOT FIT FOR PURPOSE.  It doesnt work!!!!

I have been waiting SEVEN WEEKS for some kind of TPG internet to work.

First your ADSL failed. I tried for 3 weeks to get tech support. It was impossible.   A tactic of your company to save money. The phone support line was never available. The online service was always busy. Surprise surprise. I have screen dumps of complaints from DOZENS of your customers saying same.

I cancelled the ADSL. Why pay for no internet and no support????     Do you think I should keep paying?  A magistrate wouldnt say I should.

You ignored my cancellation at the time.

NOW, 4 or 5 weeks later you send me an ADSL cancellation fee??? You must be joking.

Because your ADSL failed I upgraded to your NBN bundle 3 weeks ago.

IT DOESNT WORK EITHER. I GET BS AND EXCUSES.

FIX MY INTERNET!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

Regards,

Tony Richardson

 

RajenS
Moderator

Hi @TonyR 

 

   You will receive a call back for solving your account issue, 

as you know, technical side, for NBN faults we all(All ISP)  depends on NBN to fix 

 

Thanks 

Rajen 

TonyR
Level 3

Thanks Rajen.

NBN co say they will come tomorrow.  

Please ask your accounts office to make their answer in writing.

I want a record of this.

RajenS
Moderator

HI @TonyR 

       NBN Tech booked for tomorrow.

 

Appointment time slot: Wednesday, 13 May 2020, 1:00 PM - 5:00 PM

Reason code: BOOKED

Description: The reserved appointment has been confirmed by NBN Co and is now booked.

 

Thanks 
Rajen

TonyR
Level 3

Hi Rajen,

 

I think your accounts think I want to cancel the NBN? Which is wrong. I dont want to cancel the NBN yet.

 

Can you understand the email they sent me today? Its attached. 

 

It has taken them from 21st March until 11th May to reply. Nearly two months.

 

TonyR
Level 3

Attached email received today below:

 

Dear Customer (Tony2222),

Thank you for your email.

This is to confirm that the account is set to be cancelled on 20/05/2020.

Please be informed that further investigation is needed for us to determine if the contract termination fee can be waived. It must be proven first that the fault is on our end and that there is no possible solution to rectify the problem.

An NBN technician is necessary to be able to have the issue fixed.

Otherwise, full contract termination fee will still apply.

However, as a resolution to your dispute, the cancellation fee amounting to $350.00 has been reduced to $280.00.

Please advise if there is anything else that we can be of further assistance.

Kind Regards,

Khristina | ADSL Cancellation | UserID: 4368
T 13 14 23 | F 02 9850 0813
www.tpg.com.au

Email Queue: ADSL Cancellation
TPG Telecom (ASX: TPM)



This email and any attachments are confidential and may be subject to copyright, legal or some other professional privilege.
They are intended solely for the attention and use of the named addressee(s). They may only be copied, distributed or
disclosed with the consent of the copyright owner. If you have received this email by mistake or by breach of the confidentiality
clause, please notify the sender immediately by return email and delete or destroy all copies of the email. Any confidentiality,
privilege or copyright is not waived or lost because this email has been sent to you by mistake.




-------- Original Message --------SubjectSmiley Very Happyate:From:To:
Website Form | Sat, 03/21/2020 - 18:14 | Accounts & Billing
2020-04-26 13:38:21
tony2222 <tony@tonyrichardson.net.au>
customer_service@tpg.com.au


Dear Customer,

Thank you for your email.

We apologise if you feel that this issue has caused inconvenience.

We will further assess your cancellation dispute and feedback will be provided soonest time possible.

Please advise if there is anything else that we can be of further assistance.

Kind Regards,

Jenelyn | ADSL Cancellation | UserID: 11228
T 13 14 23 | F 02 9850 0813
www.tpg.com.au

Email Queue: ADSL Cancellation
TPG Telecom (ASX: TPM)



This email and any attachments are confidential and may be subject to copyright, legal or some other professional privilege.
They are intended solely for the attention and use of the named addressee(s). They may only be copied, distributed or
disclosed with the consent of the copyright owner. If you have received this email by mistake or by breach of the confidentiality
clause, please notify the sender immediately by return email and delete or destroy all copies of the email. Any confidentiality,
privilege or copyright is not waived or lost because this email has been sent to you by mistake.




-------- Original Message --------SubjectSmiley Very Happyate:From:To:
Website Form | Sat, 03/21/2020 - 18:14 | Accounts & Billing
2020-03-21 18:14:25
tony2222 <tony@tonyrichardson.net.au>
customer_service@tpg.com.au


Details:
Area of enquiry: Accounts & Billing

Enquiry details
---------------
Accounts & Billing
------------------
Product: ADSL2+
Issues: Other

Tell us more about your enquiry:
cancel my TPG ADSL service immediately you can read about your service on
productreview.com.au PATHETIC

my tpg internet has been down a week and NO-ONE has answered my request to
get it fixed

your chat never is NEVER available

DO NOT DEBIT MY ACCOUNT FOR ANY SERVICE. THERE IS NOT ONE.



Personal details
----------------
Name/Username: tony2222
Email Address: tony@tonyrichardson.net.au
Phone number: 0404500502

RajenS
Moderator

Hi @TonyR 

 

           Your case is handling by the senior accounts team, Kindly reply to that email, about your concern

 

Thanks 

Rajen 

    

TonyR
Level 3

Hello Rajen,

 

NBN technician just was at my home.

 

He confirmed NBN is OK, TPG Router is faulty. 

 

8 weeks no TPG internet.