We have been trying to contact TPG since last 3 days as apparently someone has called and cancelled our homes internet service and we are out of internet since the last 3 days now.
My husband and I both work from home and it has been extremely annoying and troubling to work from home without internet. Moreover, if we call your customer service and technical team who is based in Manila, Philippines they do not repond properly and are extremely rude and arrogant.
I have been put on hold for a minimum of 45mins everytime I have called and I might have called atleast 10 times in the last 3 days so you can calculate how much time and energy I have wasted on this. The standard reply I get from your team is that they have opened a new account and requested the case manager to verify and update us and this will take 24-48 hours. And the same response I have been getting since Monday.
Moreover, the case manager named John requested me over to the phone to email him a proof of my address which I have immediately send on firstname.lastname@example.org. I have also paid the installation cost again even if it wasn’t my fault and instead TPG has a loophole through which they can’t verify who is actually calling them. Upon arguing with your team, they said someone has called different service provide and gave your address to cancel current NBN service, hence NBN has cancelled your service and you need to contact NBN directly to know who called. Now, upon calling NBN they said they can’t help individuals they only serve companies like yours and advised us to contact our service provider which is TPG.
Despite going through all this, my internet service is still not activated and your technical team has again advised today to wait for another 24-48 hours. Now what I want from you is to resolve this matter ASAP or else the option I will be left with is to take this matter further with Fair Work Ombudsman. I would also like to know who called your to cancel my home address internet service and how did you verify them? Also, why didn’t you send me an email or a text message to notify prior cancelling my services?
If I don’t receive a reply with 2 working days, I’m afraid I have to take necessary actions for my own peace of mind as I have certainly been harrassed and disturbed by all this drama.
Awaiting your prompt action.
Hi @nilketdhruv , we sincerely apologise for the inconvenience this issue is causing you. We have located the account using your community details.
We'll escalate your concern to our Complaints Resolution Team and a Complaints Resolution Case Manager will be in touch via Email or phone call to further discuss the matter.
We'd like to get to the bottom of your concern and understand what happened in this instance.
Recent update on the account indicated that an Accounts Specialist has been in touch with you yesterday, 09 August 2021 and raised your concern regarding the relocation of your service.
I'll chase this with the officer assigned to your case and check for further updates.
We apologise for the inconvenience.