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Replaced sim not Working

Level 1a
Hello,
whoever reading this please read carefully and please help me and fix my problem. i have got some problem with my sim and have been calling the customer service everyday since two weeks. But everytime i call them nobody finds the solution for my problem. Everyday everyone says the same things and they also say i need to speak with senior officer or technical officer call us later after 1 days sometimes two day. They have been giving me excuses everyday.

Actually i lost my sim and mobile phone two weeks ago and i ordered sim with same phone number. I did everything as written on that mail as it was a replaced sim. And it was saying after 2 hours sim will work but after 2 hours sim did not work and it was written SOS only on top. Then I called the customer service on 131423 opt 2 and 3 and they told me to restart phone, reset network settings, putting sim in another phone, clean gold part of sim. I did everything but still sim was not working and they said that i will discuss with some senior technical officer and you can call us tomorrow. Then i called them tomorrow and new girl picked phone and she said to do everything like yesterday that guy told me. I told her that i did everything but also she said please do once again. But still sim was not working. She said it is some trouble shooting. And said me it will take 2-3 business days. But i told her everything clearly requested and told to give me new sim as if thinking new sim will work. Then she agreed after spoking with somebody there. And she sent me new sim with same number.

I got another new sim after 4 days and did same thing as written on the paper. It was saying after 2 hours sim will work. But it didn’t again. but this time it was showing vodafone AU on top but i was not able to make any call neither i could receive call. Then again i called them and they told me same thing to do like restart phone, reset network settings, putting sim in another phone, clean gold part of sim. I did everything but still sim was not working and they said that i will discuss with some senior technical officer and you can call us tomorrow. now same thing is happening everyday since a week. i have been calling them everyday and every new guy or girl picks up the phone and say the same thing. They just have been trying to give me excuses by telling will spoke with somebody or it will take 24-48 hours. Everyday i getting frustrated with this. I haven’t been using sim since two weeks. Please help me. I am missing lots of call and text from my friends family work everywhere. Please Please help me out i have been calling everyday and haven’t got any solutions.

My phone number is 0424217477.
Please forward this one to the senior officer or some senior technician so they can fix this problem. Thank You.
14 REPLIES 14
Moderator

Good day @0424217477,

 

I understand that we were able to assist you via Social Media and the case has been resolved by our Senior Mobile team.

 

Should you require any assistance, please let us know.

 

Kind regards,

BasilDV

Level 1b

Hello, i beleive i'm having a similair issue with my new sim.  You have said that the issue was resolved but not how, can you elaborate to make solving this issue more streamline, i don't have weeks to not have access to a phone.


@BasilDV wrote:

Good day @0424217477,

 

I understand that we were able to assist you via Social Media and the case has been resolved by our Senior Mobile team.

 

Should you require any assistance, please let us know.

 

Kind regards,

BasilDV


 

Moderator

We apologise for the inconvenience this issue is causing you, @6207547.

 

We'll escalate this issue to our Mobile Team and have a specialist contact you to discuss the matter. Can you send us a private message with your best contact number and available time to receive a call?

 

Moderator

Hi @6207547, thanks for your PM and email.

 

We'll have a specialist reply as soon as possible and discuss the matter.

 

Please expect a feedback within the day.

 

Should you require further assistance, please let us know. Thank you.

 

 

Level 1b
Hello.
I have found a number for you to call me on. I will send it through Personal msg.
Moderator

Thanks for providing your contact details via PM, @6207547.

 

We'll have a Mobile Specialist contact you as soon as possible to address this matter.

 

Moderator

Apologies, @6207547, we'll no longer process a callback as we can see that our Mobile Team has replied to your email.

 

Kindly check their response and if the issue persists, please let us know so we can have a specialist contact you for further assistance.

 

Thank you.

Moderator

Hi @6207547

 

Hope you're doing well. 

 

I can see that you've been in touch with one of our Mobile specialist yesterday and based on the notes on the account, you've confirmed that the services are now working. 

 

Should you need further assistance, please let us know. 

 

Cheers,

Level 1c

Hi everyone. About two weeks ago I started having an issue with my sim card. I've got four Galaxy 4's (yeah, tragic) and none of them were recognising my card. I even tried it in the wife's ...err...Iphone but still no. I rang support and she suggested I put information in to the APN section and re try the other phones. No luck. She agreed to send out a replacement card and in the meantime I tried a Telstra card I lifted from a portable modem I had and...no problem.

But the second TPG card wouldn't work either. Same deal, another call to Manila. She tried another method by a search for Network Providers but still no go. She rejected my suggestion that it could be two faulty sim cards and she was not willing to send out a third card without trying some other "tricks" (my word). She asked me to try it in the IPhone again. But one problem, the sim didn't have the required number of cradles and I had to take to it with some scissors to cut it to size. And by asking me to do this she was implying that my four Galaxys were faulty. Because she was using her precious time which I didn't want to waste, I was getting nervous about cutting the plastic too close to the circuitry. And I wasn't sure which way the card needed to be inserted so time was passing. I was sick of it by now and went looking for other telcos, found one and ordered their simcard on line. 

But another problem,  When I was going through their activation procedure I entered the TPG number which I wanted to port and they wanted to send me a SMS with a code....to the TPG number which didn't work.  Yikes!!  In the end I rang the other Telco (which wasn't much more expensive than TPG and the delightful local support girl got me up and running. Again, their sim worked.  As mentioned, the Telstra sim worked.

Something is wrong.  I think TPG have bought a batch of faulty cards and won't admit it.  How many customers have they lost?  I can't believe I'm the only one.  And I shouldn't be writing this at all - their horse (me) has bolted.  I've been with them in one capacity or another for 11 years one month and three days.  Such a shame.

John