The greatest technical mistake I have ever made was signing up to TPG after my recent interstate move from Sydney to Brisbane.
More specifically, I am extremely disappointed with TPGs customer service. After 6 weeks of liaising with an unhelpful group of people, I still do not know what is going on with my NBN installation. My wife and I work from home and this has become a serious issue.
Over six weeks ago, I’ve applied for an NBN interstate house move. I arrived at the new premises on February 1st and there was a coax port, required for a HFC NBC modem running down the wall with the NBN logo, which is different to the last property. I called requesting the correct modem, which was sent incorrectly to the original address in a different state. Call after call I tried to meet a resolution. Shockingly, I was even asked by TPG, ‘why I didn't drive interstate to collect the modem?’. I communicated to TPG that I needed the internet to work and that I would even pay an extra delivery fee to get the replacement modem. Eventually, I received the modem (after paying the extra delivery fee). Once hooked up there was no internet connectivity.
From there, the situation only got more frustrating as I was being given conflicting and incorrect advice. Each time I called, I asked for my case worker and no matter what I said...The first line support tried to troubleshoot and I got a different response. Despite having a specific NBN cable in my house and I knew that the prior tenant had an NBN connection (plus everyone in the complex) I got told that there was no fibre to the premises. Other times I was told the NBN connection had not been activated (after multiple attempts).
Eventually I get to a caseworker and was told an NBN technician needed to come out to the premises.... over a week goes by, NBN called me and all I hear is crackling on the line . I call NBN who have no record of the call. I call TPG who tells me I need to wait for NBNs call. The same scenarios happens multiple times... NBN refuse to take note I have called them. Here I am caught in the middle of 2 businesses who take no responsibility and that obviously have no customer care properly set up.
I have lost all faith that NBN takes TPG seriously. I am one TPG call away from cancelling the connection and logging a dispute with the Department of Fair Trading. I hope this message gets to the right stakeholder. I look forward to receiving a reply.
