Thanks for raising this with us.
We were able to locate your account using your community details and reviewed the tickets that was escalated to our Engineers.
It appears that the service that you are getting is the best that we can provide using the copper infrastructure. Multiple technicians (Telstra and TPG) have been sent, but was not able to identify the cause of the issue. They've also transferred you to a new copper pair to no avail.
Our Engineers exhausted all possible solution to resolve the issue, but the issue still persists.
We'll arrange a call from your assigned Engineer to discuss this further. Send me a PM with your preferred time and best number to be contacted.
How to send a PM? Click here.
For my case i am live at inner city ( Hawthorn) not countryside. You said you guys change the line can you indicate which line you guys replaced? For the prvious chat with the esclate team the guys said they cannot change the line. Looks we get different reply.
From your point the best service in my area Hawthorn the bset speed is 3 Mbps for the total line and upload speed is 0.2 Mbps???????? I don't know how it was such difficult to find the problem. But the truth is in the past three years my internet works fine. How could it lose the speed from 15 Mbps to 3 Mbps??
I guess maybe i need to waiting for another three years instead of three months.
On the 13th of October you were advised about the process of transferring your service to another copper pair, which was completed on 26th of October. We don't have any information about the line that was used, but we'll advise our Engineers about your query to discuss this further.
They'll be in touch with you within the day.
Thanks for your reply. I cannot remember how many times i called enginnering department. From 29/8/2019 to today (3/11/2019). After an unhappy talk, my call was ended by the enginner. I am feel pretty shame for TPG. It's a terrible way to force customer to accept a ridiculous result. They don't know is the answer i got from the enginnering deparment. Those talks let me understand how terrible the customer service is from TPG.
Now i think cancel the service is the right way to do, because time is money, i don't want to waste time again and again. Due to the abnormal service, i couldn't be able to use the internet in the past several months. So i think you guys need to refund all the money. Because the service i got fromTPG is totally against the critical informaiton. Again, let's see what's going on.
I'm sorry to hear that you remain disappointed. Based on our records, after several technicians and investigation, including a line change, your service has been tagged for Best Effort already. This means that the current service you're getting is the best that we can provide given the current infrastructure.
I'll have the assigned Case Manager reach out to you regarding your decision. Please expect the call between 3-4PM VIC today.