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Sim activation issue

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Moderator

Hi @Lesleymsmith,

 

Welcome to the community!

 

I would love to help, I was able to pull up your account using your community details.

 

I've seen that you have been in touch with one of our Mobile Specialists and discussed that this mobile issue has been raised to our Mobile Escalation team for further investigation.

 

I don’t have any further updates differing from what has already been communicated to you. Your experience is important to us and we will be keeping a close eye on your case and will provide you with updates where possible.

 

Regards,

Level 3
Thank you Shane, however this really isn’t good enough. I feel like there is just an setting issue with the account as I can make calls and send texts but not receive them.
I really need this fixed!! And having to wait coming up to a week is extremely poor considering my previous phone co took 4 hours to port my number. Maybe I shouldn’t have connected with tpg Smiley Sad
Please give an update ASAP
Moderator

Hi @Lesleymsmith,  

 

We apologise for the inconvenience. 

 

We'd like to chase this with our Mobile team and arrange a call for you to provide you updates. 

 

Can you please PM us your best contact time and number so that I can arrange this for you? 

 

For your reference, please see How do I private message (PM) in the community.

 

Regards,

Level 3
Hi Erika. That’s all well and good to offer to call but I can not receive incoming calls so this is not actually possible to be contacted on my mobile.
I will pm you shortly.
Thanks
Moderator

Hi @Lesleymsmith

 

We would appreciate if you may provide us an alternative contact number. 

 

Nonetheless, I've already chased this with our Mobile team and has requested for your case to be prioritised. 

 

They'll be providing you further updates via E-mail. 

 

Regards, 

 

Highlighted
Level 3
Thank you @Erika for your help. I am eagerly waiting email updates. Thank you
Moderator

Hi @Lesleymsmith,

 

We will continue to push for a resolution with them and you will be updated as soon as we have an update. In the meantime, if you have any further enquiries or require general information on the matter, contact us here and we'll be sure to get this coordinated for you. 

Level 3
This needs to be resolved today. I will be taking the matter further otherwise.
Moderator

Hi @Lesleymsmith

 

I've now escalated the issue to our dedicated complaint handling department; customer relations.

 

As part of our complaints process, a complaints resolution case manager will be assigned for you as a sole point of contact and will be attempting to reach your contact information to discuss the concerns raised and work towards resolution.

 

Your complaints resolution case manager will reassess your case and understand the best approach in reaching a resolution. They will be contacting regarding this issue via e-mail within the day. 

 

Regards, 

 

Level 3
That’s well and good but I’ve now been uncontactable via phone or text for nearly a week. Escalating this to the complaints department won’t resolve the issue as clearly there is a technical problem that urgently needs fixing.
I do not understand how this is still a problem when I can make calls and send text messages yet there is a obviously a setting your end that has blocked incoming calls and messages.
I’m sorry for coming across angry and upset but can you imagine how I feel having transferred my service to you guys only to be left uncontactable and having to get in touch with you a dozen times to sort this out!!!
This is extremely disappointing and frustrating. It needs to be resolved