Very disappointed in TPG fake promises

[lidaize]

More than 10 years royalty customer feel VERY VERY disappointed with TPG services.

I had relocate with my nbn 100/40.

Before I called to do the relocation, and told them I need to choose the new property to move based on TPG internet speed, which means I need to confirm that TPG can provide the same speed in my new location, otherwise I will stay in the same property and won't relocate. The TPG customer staff promised me that she checked with tech team, and confirm I will have the same plan with same 100/40 speed in my new property, NOT the new 100/20 plan, thus I agree with the relocation.

After I actived the nbn connection in my new property. My nbn down speed only 80mbps, and upload speed only 18mbps. I called to TPG center, the staff just throw the ball between their teams, and wasted my 3 hours to hold on line, now told me that I agree with their staff with the 20mbps upload? but Not the 40mbps upload？

Now I spend the money on the new property, then TPG told me that: "Oh, you can't have the same speed in the new property, we didn't promised you anything"

That's how you lie to your more than 10 years royalty customer?

If you can't provide the same speed then why don't you tell me before I do the relocated?

This not only wasted my time, also wasted my money on the new property.

[lidaize]

More than 10 years royalty customer feel VERY VERY disappointed with TPG services.

I had relocate with my nbn 100/40.

Before I called to do the relocation, and told them I need to choose the new property to move based on TPG internet speed, which means I need to confirm that TPG can provide the same speed in my new location, otherwise I will stay in the same property and won't relocate. The TPG customer staff promised me that she checked with tech team, and confirm I will have the same plan with same 100/40 speed in my new property, NOT the new 100/20 plan, thus I agree with the relocation.

After I actived the nbn connection in my new property. My nbn down speed only 80mbps, and upload speed only 18mbps. I called to TPG center, the staff just throw the ball between their teams, and wasted my 3 hours to hold on line, now told me that I agree with their staff with the 20mbps upload? but Not the 40mbps upload？

Now I spend the money on the new property, then TPG told me that: "Oh, you can't have the same speed in the new property, we didn't promised you anything"

That's how you lie to your more than 10 years royalty customer?

If you can't provide the same speed then why don't you tell me before I do the relocated?

This not only wasted my time, also wasted my money on the new property.

[Shane]

Hi @lidaize

Thanks for raising this to us. We are sad to know that speed issue occurs after the was relocated. Actual throughput speeds may be slower and could vary due to many factors including type/source of content being downloaded, hardware and software configuration, the number of users simultaneously using the network and performance of interconnecting infrastructure not operated by TPG but on this particular case the upload speed has been realigned to 20Mbps after the service relocation. 

Our NBN100 plan is already configured with 20 Mbps Upload speed since May 2020, you may check the information here.

I noticed that you have decided to cancel the service us and our account specialists has provided the details.

We apologise for any inconvenience, let us know should you require further assistance.

Regards,

More than 10 years royalty customer feel VERY VERY disappointed with TPG services.

I had relocate with my nbn 100/40.

Before I called to do the relocation, and told them I need to choose the new property to move based on TPG internet speed, which means I need to confirm that TPG can provide the same speed in my new location, otherwise I will stay in the same property and won't relocate. The TPG customer staff promised me that she checked with tech team, and confirm I will have the same plan with same 100/40 speed in my new property, NOT the new 100/20 plan, thus I agree with the relocation.

After I actived the nbn connection in my new property. My nbn down speed only 80mbps, and upload speed only 18mbps. I called to TPG center, the staff just throw the ball between their teams, and wasted my 3 hours to hold on line, now told me that I agree with their staff with the 20mbps upload? but Not the 40mbps upload？

Now I spend the money on the new property, then TPG told me that: "Oh, you can't have the same speed in the new property, we didn't promised you anything"

That's how you lie to your more than 10 years royalty customer?

If you can't provide the same speed then why don't you tell me before I do the relocated?

This not only wasted my time, also wasted my money on the new property.