TPG scam? - getting billed after service deactivation. can you pls deactivate my phone number? i had requested it 3 wee

[InfinityPlusTwo]

TPG scam? - getting billed after service deactivation.

can you pls deactivate my phone number? i had requested it 3 weeks back and i am still getting billed and it's still active.

account is 1200803334

I have been on the phone for hours multiple times a day and no one picks up.

I spoke to your rep on the phone regarding the cancellation of Phone xxxx. Looks like she didn't do her job apart from being a salesperson asking me to transfer the phone number to my uncle's aunties, and cousins.  Please be professional and resolve this ASAP.

get in touch ASAP and resolve my issue. else I will complaint to the communication ombudsman.

News channels are free to use the above text.

[MarN]

Hi InfinityPlusTwo,

1. Turn off/on your mobile phone to refresh.
2. Check your SMS center number, it should be +61415011501

• Press the Home button
•  Tap on the Phone icon
• To view the SMSC number enter *#5005*7672# and tap Send
• If SMSC number is incorrect enter **5005*7672*+61415011501# and tap Send

3. Try different mobile phone to check if service will work.

If all else fails, kindly provide us the error message that you are getting.

[InfinityPlusTwo]

Hi Mar,

I talked with the Mobile team and found out it was a billing issue.

The payment errored due to lack of funds on the credit card attached to the account.

When we went to the TPG My Account section to make a manual payment we were adding credit to the prepaid bucket and not the account itself which meant the SMS and outbound calls were not re-activated.

Easily fixed by the Mobile team once we understood what the problem was and a lesson to make sure the credit card on the account always has sufficent funds.

[MarN · Accepted solution]

Hi InfinityPlusTwo,

Good to know your concern has been resolved.

I discounted the possibility that it was an account issue because you mentioned in the original post that calls are working normally. The thread title and the post itself only mentioned problem sending SMS. The billing issue may have occured at the time you called Customer Service or calls were not working anymore by the time you posted the issue in the Community.

[ed]

Good luck with that, I have been waiting for issues to be resolved for 3 months.  In the hands of the Qld Telecommunications Ombudsman now.  Customer service is rude and unhelpful.  I have made numerous calls, e-mails, complaints.  Still no joy.  Useless 'service'.

[Riezl]

Hi @ed,

Welcome to TPG Community!

Please send us a private message with your customer or Mobile Service Number (MSN) so we can take a look at your account as we'd like to help get to the bottom of this.

To send a private message, please refer to this link:How do I private message (PM) in the community - TPG Community

We'll wait for your response. Thank you.

[Dorogavtsev]

It is 2024 and the issue still not resolved. I have to go through all steps to troubleshoot 1-2 times a month for last 3-4 months. This is rediculous.

[BasilDV]

Hi @Dorogavtsev 

Are you not able to send out SMS?

How about incoming SMS? 

What troubleshooting have you tried so far?

Just send us a private message with your account details and we'll check it further.

BasilDV

[Dorogavtsev]

All trouble shooting:

1) Resetting

2) Updating

3) Restarting

It fixes it but in few weeks problem with sending comes back. Receiving seems to be OK.

[BasilDV]

Are you still not able to send SMS? 

If yes, then send us a private message with your account details and we'll take it from there.