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Need Support - No answers just closed chats!!!!

Highlighted
Level 3

No progress on plan change request for moving house since April 14
Username: tomjahill
Account Number: 6598081
Name: Thomas Hill

 

 

This is crazy...

 

I just keep getting the chat closed whenever they cant answer a questions. Literally wasted hours on this today.

 

Latest example below:

 

No progress on plan change request for moving house
Username: tomjahill
Account Number: 6598081
Name: Thomas Hill

account_boxTPG Customer ServicePlease wait as we connect you to a customer service agent
faceThomas HillStop closing this chat down and answer my question!!
account_boxJthanHi my name is Jthan.
I apologise for such inconvenience.
faceThomas HillFinally!!
Ive literally been on this site for 4 hours
Can someone please update me on my connection request from April 14?
account_boxJthanIs it about your Installation?
faceThomas HillYes installation and change of address
account_boxJthanMay I have your customer i.d ?
Or username?
faceThomas HillUsername: tomjahill
Account Number: 6598081
Name: Thomas Hill

account_boxJthanThank you.
Let me check your account.
faceThomas Hillthanks
account_boxJthanSure.
I was able to check your acct and I can see the there's a relocation in progress however there's still no installation date.
faceThomas HillIt just says waiting to process payment
Why is it taking so long?
No progress since I checked on 14 April
account_boxJthanI'm sorry about that. I'll connect to our case manager to assist you further about your Installation.
faceThomas HillHow long does that take?
Everytime someone has told me they are going to connect me it just hangs and then the chat closes
account_boxJthanIt depends to our department how long it takes. But I'll connect you right now so please keep your chat open.
faceThomas HillOK
account_boxJthanThank you for chatting TPG customer service have a lovely day!

 

 

 

5 REPLIES 5
Highlighted
Moderator

Hi @


Thanks for your query!


I can see the relocation request in our systems.

I will arrange a callback from our relocations officers ASAP to update you on the process.

Be aware, the standard time frame is 2-30days for relocations.


There is also a new ''TPG Mobile APP'' to help you with various trouble shooting and account issues, via a mobile phone app.
https://www.tpg.com.au/download


Regards,
David_M

Highlighted
Level 3

OK please call me ASAP. 3 days of trying to contact customer service and still no actual assistance. 

 

There has been zero progress since I signed up on April 9th. Why does it take so long to process payment? Do I need to have an installation technician visit the new property?

 

 

Highlighted
Level 3

If I cant get contact by end of today I'm gong to have to cancel my contract.

Highlighted
Level 3

When will I get a call?

 

If I cant get contact by end of today I'm gong to have to cancel my contract.

Highlighted
Level 3
Can I get a call back so I know what's goin on? You have now processed payment but have not provided any details off how to setup NBN. Do I need a technician to visit and install?