No Internet Connection

[olga]

Hi, we were supposed to have NBN installed on Friday, 13/07 (oh, what an irony) and as of now - still have no Internet or phone line. I was bombarded by NBN Co SMS and emails for about 3 weeks to tell me to be home on Friday, 13/07 between 1-5 pm for a technician to come to connect NBN. No one came, ADSL had been disconnected by TPG and NBN is not connected. Numerous calls to TPG Support and numerous tests of the lines, modems, connections, attempt to re-instate ADSL, etc - all proved to be fruitless. According to TPG - NBN assured them that connection is fine and no technician needed to come. According to all the tests - modem is fine, line is fine, connection SHOULD be there - but no internet. Would it be more efficient to send a technician to check everything then spend days with testings and have a very disappointed customer contemplaiting moving to another provider? Internet is no longer a luxury that we dont have to have - it is now a necessity that affects our daily lives and our finances (since we are charged for the services that we are not receiving!). It is very frustrating to spend days  chasing  a help that should have been done within 20 minutes by a technician that should have come as promised. Very disapointed, TPG! 

[olga]

It had been 24 hours and I have not received any response from TPG and still have no internet connection or a home phone line. It is now impacting our family life - my son can not do his school work and my daughter her university work as everything is now on line, and I am no longer willing to wait for TPG to run yet another check or test or wait another 24 hours for a replay. Numerous testings of the same things will not provide you with a different result. According to NBN - we have a signal going to our house. According to TPG - we have a fully functioning Modem. However, there is no functioning internet or phone line at out house.  Anyone with an even  limited understanding of technology will agree that this situation requires a technician to check the in-house connections and wall sockets and connect a modem to the line. TPG spent almost 5 days "remotely" checking the same connection and the same modem with exactly the same result - no internet. 

I have been a loyal customer of TPG for many years  and I am very disappointed and frustrated with the service that I am now experiencing. I will wait till 12 pm tomorrow, Wednesday, 18th of July 2018 for a TPG to send over a technician to fix this problem. If at 12 pm tomorrow, I will not have an internet connection - I will be cancelling my services with TPG, stating as reasons, TPG inability to provide a promised service and luck of Due Diligence. 

[Erika]

Hi @olga, 

Welcome to TPG Community! 

We have identified that the issue is with the network controlled by the NBN co. This unfortunately means only NBN co. technicians have the authority to fix this fault.

I've chased this now with our Engineering team to be keen in managing the connection process and to apply pressure to NBN Co to obtain as much information as possible. We will continue to push for a resolution with them and you will be updated as soon as we have an update. 

[Stelios]

Hi Olga,

I will ask you a stupid question as i had a very funny instraction from one of the TPG customer service guys.

What type of NBN connection do you have?

If you have FTTC what lights are stable on the NBN box?

Are they sure that they put your username and password in the correct field on the modem(they gae me instructions to put NBN pass to the ADSL setting)?

Thanks,

Stelios

[olga]

Hi Stelios,

Mine should be FTTN connection. On the modem there are only 4 lights steady green - Power. DSL, 2.4 Gh and 5 Gh . Internet light - is not on. I went with them thru all possible set ups - one of which was to put my ADSL settings in - it is still didnt work. I spoke to about 10 different CS and "engineers" in the past 5 days - all with the same answers: NBN signal is strong and going to the house. Modem is working and they are remotely accessing it. But still no internet. Hope you will have a better luck with them. 

[Erika]

Hi @olga,

I can see that one of our Engineers has been in touch yesterday.

An NBN technician has been booked for tomorrow, Thursday, 19 July 2018, 8:00 AM - 12:00 PM. Their technicians advise of a possible need for entry to the premises to finalise the connection. This means we require you or a person over 18 years of age to be home for the appointment.

Our Engineers will continue to contact you as soon as additional information becomes available. 

Should you need further assistance, please let us know. 

Cheers, 

[olga]

Hi Erika,

Please cancel this apointment and refer to my email that I sent today to TPG Customer Service and Customer relationships addresses. 

Thank you, 

[Erika]

Hi @olga,

Sorry to know that you're considering to cancel your services with us.

I've arranged one of our specialists reach you to discuss this further with you today between 12:00pm - 1:00pm. 

Cheers,

[Erika]

Hi @olga, 

I understand that one of our Complaints Resolution Case Manager has been in touch. 

Please allow your Complaints resolution case manager some time to reassess your case and understand the best approach in reaching a resolution. They will be contacting for the update on this complaint.

Should you need further assistance, please let us know.