Hi,
My brief experience with TPG thus far, is that emails are rarely and/or sporadically answered. So, I figured I should try to find some customer service here.
We are in the process of moving into our new home. When I joined TPG as our NBN provider for the new premises we had not yet gained access to the new property. I received a dispatch notification for the TPG modem on 22/10/2020 at 09:08, but it was sent to the new address. Shortly afterwards, on 22/10/2020 at 11:31, I advised TPG via the customer service email address that we had not yet moved into the address. In that same email message, I advised our old address and requested that the shipment be redirected to that address.
I received a reply 3 (business) days later, on 27/10/2020 at 14:49, from TPG customer service, advising me that the modem would be sent to our old address. I believe that by that time, the modem had already arrived at the new address and sent back as the former occupants were still resident. The modem was then returned to TPG.
I subsequently received an email from adsllog@tpg.com.au, on 30/10/2020 at 09:54, to advise that the modem had been returned (Incorrect Address), and that I should advise where I wanted it to be sent, for an additional $10 re-shipment fee.
I replied to that email, both to adsllog@tpg.com.au and the customer service email address, on 30/10/2020 at 10:47, to advise our old address, and to express my annoyance at being charged a re-shipment fee when the modem would never have needed to be re-shipped if TPG had the least bit of customer service.
I have not yet received a reply, 2 (business) days later, from that last email on Friday.
Today, I received a notification from TPG to begin organising installation. I have just supplied some additional information that was requested. I presume this is because NBN installation is no imminent. As I advised the person on the phone, and in my email earlier this morning, I still have no idea where the modem is, or if/when/where it is ever going to be delivered.
We now have access to both premises - our old address, and our new address. Provided it arrives by the end of the week, I don't care where you send it. I know the previous occupants of the house had NBN installed, so this should have been a relatively painless process. But it really has not.
Anyway. Here's hoping someone replies to this in some semblance of promptness.
