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Don't trust them if they tell you they will get back to you + Phone complaint does not work

Level 2
Level 2

Our family applied NBN in Nov 18. Till now (Mar 19) it is still not installed. By Jan 19 we were starting to get worried that the job is not progressing, and contacted TPG. Everytime we called them, they say they have given us a Case Manager, and 'will get back to us' either 'on the day', or in '3-5 working days'. Sorry to say,  but in the last few months, they NEVER got back to us (no email, no txt, no phone calls). We have even given them up to 2 weeks waiting time when they said they would call us on the day! But of course didn't hear back at all, and we were forced to call back each time after 1-2 weeks of polite waiting.  

The 'Case Manager' we got put through is also a different person each time we call.  

In the end we got suggested that putting in a complaint is the way to go, so no choice, phoned TPG to make one, and got told they will email us a complaint reference number 'straight away'.  Few days has passed now, can I assume that we have wasted our time on phone complaint as it's not been lodged, since it hasn't even be filed with a reference number?


We're sorry to know that you're having issues with the installation and we apologise for the lack of update, @JT.


We value you as our customer and we'd like to check what can be done to turn this experience around.


Please PM us your TPG Customer ID, username and address so we can pull up the account as we were unable to locate it using your community details.


To send a PM, please refer to this link: How do I private message (PM) in the community - TPG Community


Hi @JT, thanks for providing the account details via PM. We can see that the issue has been escalated to our Provisioning Team.


We'll make a follow up and will have a case manager contact you to discuss the status of the case.


We have also escalated this to our Complaints Resolution Team to fast track the resolution and a Complaints Resolution Case Manager will contact you via email or a phone call within 24-48 hours to discuss the matter.


Should you have  a preferred contact number and email address, please send it via PM.

Level 2
Level 2


Took 5d since the post to get a 'real' complaint reference number which meant to have existed 2 weeks prior but really it didn't. 

Then got told that TPG would hear from NBN within 48h, and TPG would contact us re outcome.

Now another 6 days has passed since the complaint has been 'lodged', NOTHING, and not even replying to our email.


Hi @JT, we can see that the Complaints Resolution Case Manager has been in touch via email advising that we are still coordinating this matter with NBN Co.


We'll make another follow up and will advise the case manager to contact you as soon as a new update becomes available.

Level 2
Level 2
Thank you Riezl.
Do you mind passing to our TPG team dealing with our case, that all my neighbours have NBN, so our house should be NBN servicable. We also have foxtel connections all the way to inside the house. According to the NBN installation guide, our house should be one of the easiest ones to connect, by using the existing foxtel connections. Classifying us nonservicable and reverting back to ADSL seems counterintuitive from NBN's side.
My friends with telstra got their connection problems sorted within 1-2 months of them applying, so look forward to some quick resolution please.

Thank you for this information, @JT. We'll forward your message to the assigned Complaints Resolution Case Manager.