Fair trading NSW states that you have a right to cancel your service if it is:
- provided with an unacceptable level of care and skill
- unfit for the purpose you asked for
- not delivered within a reasonable time when there is no agreed end date.
Seeing as the internet is unstable and slow at times, regularly cuts out and is of such a low quality that my partner has to go to work amid this crisis because he cannot work from home only DUE TO THE LOW QUALITY INTERNET.
I have first tried to resolve the issue with the company but my chat windows have just been closed. I find it extremely ironic that an internet company offeres such a low quality product that their own workers cannot take voice calls.
Im documenting every closed chat, every time ive been just left there for hours. My current one is 3hours and 30 minutes since she last replied.
I will try contacting them again tomorrow, but at this point i see no other option than to stop payments to them and lodge a complaint against the company to governing boards (fair trading NSW, NSW Ombudsman). I cannot find an email to contact TPG with to cancel service, and waited a few hours on hold just in case they were taking calls but it appears they are not at all.
I do not feel i shoudl be liable for the $350 cancellation fee as we are not getting the service that was agreed upon. It is an exceptionally shady way to do business and i cannot condemn this treatment of customers enough.
After being told my ADSL2 would be turned off eventually and pressured into adopting NBN, I am even more upset that the resulting service is so shoddy.
This is ridiculously low quality service, where a company has put on "technicians" and workers who are not at all equipped or trained in customer service, and probably have very limited resources to actually help us. I believe this is malicious and intentional in order to make cancellation as hard as possible. They know their product is defective, yet have made zero efforts to correct that or compensate affected customers.
Writing this took maybe 15 minutes, and it cut about ten times. Although this issue is intermittent it should not be occuring at all.
Source:
https://www.fairtrading.nsw.gov.au/buying-products-and-services/guarantees,-contracts-and-warranties...
