TPG processes a request for “NBN Moving Home” and guess what they are moving the connection from where we are living to the same address!!!!!!!!!!!!!
They sent me an email saying they have received a request which was sent to them 4 months back. Which they had already processed it and we have been using TPG service for the last 4 months at the new residence. I responded to that email and indicated that I had not made any such requests recently. I was sent a new modem and charged 132$!!!!!!!!!!! And to our horror because of all these goof-ups by their staff our internet is disconnected and since last Friday. On chat, one team tosses us to another and another and the circle continues. After all these, we tried the phone and the cycle continues …. As we type this we are still on a call which has just clocked 2.5 hours on wait!!!!!!!!
Imagine our situation like most parts of the world we are working from home and my NBN doesn’t work!!! We had to but service from Telstra and use it which has limited internet on it and we will soon run out.
Please refer to this chat today (Masking personal details) just to support my point. Will share all other chat logs on social media and also write to ACCC
And they don’t even allow the chat transcript to be emailed to yourself (function exists, doesn’t work though) to cover up for the inefficiencies
faceKBNInternet disconnected
account_boxTPG Customer ServicePlease wait as we connect you to a customer service agent
faceKBNHi
My customer number is *******
account_boxTPG Customer ServiceAll of our Chat Support team members are currently assisting other customers. Please enter your query while you wait and we’ll respond as soon as possible.
account_boxAprilHi, this is April from tpg Customer Service. I apologize that your internet got disconnected. Let me help help you.
Let me check your account first
faceKBNHi April
Sure, please do
account_boxAprilBefore we proceed, for your security and privacy, can you please verify the following?
- Name of Account Holder as it appears on the TPG account
- Service Address
- Date of birth
faceKBN
******
*****
*****
Our former address was ***
The reason i say that is i was told my the agent i spoke to that there was an error with the address on the system and hence our internet was disconnected
account_boxAprilWhat is the exact name on your tpg account?
faceKBNmy full name is ***** on your records
account_boxAprilThank you. And I believe I’m speaking with the account holder, KBN.
faceKBNYes you are
account_boxAprilHave you talked to someone from the relocation team regarding your address?
faceKBNI' have spoken to few of them not sure which team they are from
Everyone says you need to speak to another team
and we are left stranded without internet
for the last 5 days
account_boxAprilI understand. And apologize for that. But let me check my other options here.
faceKBNSure, Thanks
account_boxAprilHi KBN, I can see here that you’ve spoken to one of our customer specialist. Here’s a thing. To update your address, I will connect you to our relocation team for further assistance.
Is there anything else aside from the relocation?
faceKBNIs there any way i can escalate this issue?
Its been 5 days and i keep being tossed around from one team to another
Its not against you hope you understand
Its the problem im facing
account_boxAprilI will connect you now to them KBN. They will help you changing your address.
faceKBN🙂
account_boxAprilI understand and I really do apologize for that.
faceKBNThanks
How do process a cancellation for the service?
and
account_boxAprilLet me connect you to them now. Thanks for contacting tpg Customer Service. Stay safe!
faceKBNI have been charges 132$ <SHE DOESNT want to chat any more>
Hi Ruby
account_boxRubyThis is Ruby how can I help you
faceKBNDo you have access to the conversation i have had with the previous agent?
Checking
to understand if i need to type from the beginning
??
account_boxRubySorry but we only have limited access
faceKBNNo probelm
account_boxRubyMay I know how can I assist you ?
faceKBNWill paste it
My internet is disconnected
***NAME***
****ADDRESS***
The reason i say that is i was told my the agent i spoke to that there was an error with the address on the system and hence our internet was disconnected
account_boxRubyIs that for moving of address or plan change
faceKBNWe havent moved anywhere
there has been an error from TPG
account_boxRubySorry but I can check
can i have your username or customer number
faceKBNWe have been in the current address ie ***
does that help?
account_boxRubyPlease give me time to check
faceKBNSure, Thanks
account_boxRubyIt appears that you did the relocation online
and it has been installed right away today
faceKBNNo Ruby
This is going to be lengthy
let me type it please bear with me
We were living ** till nov 2019.We were with TPG then. We moved to the new house we currently live in *** in Nov 2019 and we transferred our connection to this residence with TPG
We received a mail 2 weeks ago saying that we have made a request to change house, which we havent. I even email TPG about it
Received a new modem last week and our internet was disconnected on 27th Fri
The last agent i spoke to on Fri looked up our account and told us there was an error
the new address which is noted is the address we are currently living in from Nov 2019
So there is no way we could have moved into a house where we already live and TPG is the provider for us
Hope this helps
account_boxRubySorry but since this is post relocation I can transfer you to customer care
faceKBNYou are the 6 agent who is transferring this is testing my patience
never opt for a service which is not serviced in Australia
Thanks ..., i will take it to Customer court
17:21:07
will paste all these log on social media
