Internet unstable

[Duongaz]

To whoever reads this,

I've had issues since 2 months ago. Long story short my internet has been dropping out during the night(8PM-11PM)

Logged a ticket and they resolved the issue by replacing my modem/router. 

Month later, same deal...internet drop outs.

Logged a ticket on Thursday (12/07) and didn't hear anything for the weekend. Called up on Sunday(15/07) they advised the ticket is closed. At this point, i was very annoyed.

Raised another ticket on Monday and was told i would get a call within 24 hours. NOPE! No call.

Talking to them now (Marco) and he tells me NBN said it's all good but Marco can see it's dropping out. I don't understand.

Now they want me to go home for this one last time to do more test(which i've done many times. I don't see the point in "more" testing)

This is beyond a joke and I will be looking for another provider. Will not recommend TPG to anyone!!!!

[Duongaz]

Marco (TPG): sir, they will definitely call you tonight after 8pm.
Me: it's 9.58pm and still haven't received a call from the "engineering" team.

Am I supposed to wait up all night?

[Riezl]

Hi @Duongaz,

Welcome to TPG Community!

We apologise for the inconvenience this issue is causing you and we'd like to help get to the bottom of this.

We have located the account using your community details and we have already made a follow up with our Engineering Team.

We will have the case engineer contact you as soon as possible to discuss the progression of the case.

Should you have a preferred contact number and time, please let us know via PM. Thank you.

[Duongaz]

Situation update:

- Got 2 follow up calls today(updates have improved)

- Both calls provided no resolution but instead more "testing" needed. Have specifically advised that i cannot be present at my premise during the day. 

Therefore, they will continue to do more "testing" and then call/email back. I don't get how much more testing we need to do to resolve my problem. At this stage, i'm still paying for a service i am not getting. I should really just go find another ISP.

Can anyone suggest a good ISP? PM me. 

Cheers

P.S - still pretty annoyed TPG can't get thier act together. 

[Anonymous]

Hi @Duongaz,

I've seen that you have been in touch with one of our Engineers and provided faults update. We have identified that the issue is with the network controlled by the NBN Co. This has been raised to NBN Co. and given us an appointment schedule.

Booked Thursday, 19 July 2018, 1:00 PM - 5:00 PM.

I don’t have any further updates differing from what has already been communicated to you.

I will pass this on to the relevant team. Your experience is important to us and we will be keeping a close eye on your case and will provide you with updates where possible.

[Duongaz]

Update:

Internet is still unstable as i was just disconnected.

I was told by the case manager that NBN did something. 

I'm glad i told them to keep the ticket opened!!!

Another "great" weekend ahead!

[Anonymous]

Hi @Duongaz,

I will pass this on to the relevant team and make follow up.

I'll keep an eye on this rest assured feedback will be provided where is possible.

I apologise for the inconvenience.

Regards,

[Riezl]

Hi @Duongaz, we can see that the case engineer has been in touch and discussed the status of the case.

At the moment, the connection appears to be working fine, but NBN still investigating the issue and our Engineering Team will be in touch as soon as new updates become available.

Let us know if we can be of further assistance. Thank you.

[Duongaz]

My Final update:

- Still have an unstable line.

- Still being charged for the poor service

- Still being "investigated"

So, enough is enough and I've decided to join another ISP. Jumping ISP may or may not fix my issue, but i'd rather give another ISP a chance to do what TPG couldn't. The support/service i was getting from TPG was pretty average and "could" be better!

I'd rather pay a bit more for a better service than be charged for a service I'm not getting. 

Anywho, goodluck to those who are with TPG and i hope you enjoy the service you're paying for. 

"you get what you pay for"

Adios

[Erika]

Hi @Duongaz, 

Sorry to know that you've decided to cancel your services with us. 

Let us know your best contact time and number via Private Message for us to arrange a call from one for our Account Specialists to discuss your current account with us.