Hi there,
hoping someone can help here please.
I have been a happy TPG customer for 3 years with my home internet, I recently joined with my mobile phone on a sim only, no contract plan, first 6 months for free.
On calling I discussed with the person that I previously had 4gig with virgin (for 4 years) and occasionally had to add on one gig of data so we decided the 10 gig plan would be sufficient. I also asked if I can move up a plan if I need and was told I could.
So this is now the third month and two of those months I have gone over my 10 gig and been data barred, how this is possible I don't know, I do all the same browsing and same amount of work, my habits have not changed at all. So last friday I knew I was getting close to the end of it so rang up to add a gig but was told it would automatically happen when I run out.
I asked about going up a plan as the 10 gig was not working for me, I was told that the half price for 6 months would not be valid any more and that I would also have to pay a further $11 to change plans, I was not happy with this but had one more busy week of work to get through so thought, yep just let the extra gig get added on and I'll shop around for a new provider.
So today, Monday, my data would not work at all, I use my phone as a hot spot to upload images for my work, I could not load any jobs, I could not load the web page to fix this, It kept saying incorrect password so I had a password reset, even with triple checking this it sill would not let me in. so I phoned up.
I was passed around from department to department for 53 minutes, apparently no one in the "higher up " department was free to take my call and it would take 2 -3 days for someone to call me back. I was told all I could do was pay for extra data, I was told I had 420 megabytes still left and I had to use them up to get the new gig but I also had a text saying my data has been barred and I could not load any pages, they kept insisting that there was no bar and would not listen to me saying exactly what the text said and that I could not load any pages.
there was no help, no one to just fix it, no one could unless I spent another half hour on the phone, they said they could do another reset which would take 30 minutes, I explained I had to pick up kids from school and could not sit there any longer, I said I was happy for a call back and to do it after 4pm but I was told no one could do it then!
I lost 2 hours total work which was 40 minutes away from home so not only do I have to get up early and return to the area to finish my work, (40 mins away so 80 min return), pay fuel, I also have to explain to my bosses that I did not do the work on time, but also at this stage I don't even know if I will have data tomorrow as it is sill not there now!!!
so what do I do? do I get up early to go 40 minutes away to find I cannot do the work still? do I not go to work and spend another hour on the phone to people who cannot help me?
I am quite ropable at the moment, I am anxious and am going to get in trouble with work. I said that the least they could do was goodwill and put a credit on my account to which they flat out refused and said it would never happen. I asked if I could please find out if my home internet was still in contract as I will be looking around and I was told they could not tell me this? this is withholding information, I was told if I wanted to wait again for a new department they could help me there, after one hour I'm sure you can understand I could not do that any more as battery was running out, I had to pick up kids and I was very frustrated. I told them on the phone I will be shopping around for a new provider and be contacting the ombudsman, but I thought I'd give it one more chance here.
I really need to work tomorrow as I am 2 hours behind, please can someone help me fix this issue.
