Get online support
SOLVED - I scoured these forums and eventually found the following fix which has worked. Many thanks to TONYOAKDEN who came up with this fix for my TP-Link AC1200 router.
This is a formal complaint. I signed up to TPG and was charged for my first payment of $69.99 on 6 July 2021. As of writing I still don't have any internet connection and have been passed around multiple times with no accountability from TPG's end and no-one seems able to help. This is my current plan: NBN FTTC SL Bundle Fast.
When I first signed up we went through setup with my own router (which had worked just fine with my previous ISP). I spoke to a few technicians and tried different methods of troubleshooting but ultimately couldn't get a connection. The last technician I spoke with explained it was an account issue - apparently they had signed me up to TPG mobile accidentally. He said he would escalate. I recieved daily texts from TPG to say progress was underway etc. I was ok at this point and happy with the up front and honest communication.
The last text I received from TPG is from Thursday 22 July and it said I would be updated within 48 hours. I call them today, 26 July and spoke to a lady named Karen who said she was a case manager...
I haven't heard back and it's now the end of the day so at this stage, still no resolution and needless to say I'm more than confused, very frustrated and disappointed. I'm trying to be patient, but I can't even get a straight answer whether I've been activated or not and each person I speak to contradicts the one before.
My ideal resolution would be to have someone come over and set it up for me, because nobody on the phone is able to explain what's happening or talk me through a solution, and there seems to be endless technical issues on TPG's side that I can't do anything about.
SOLVED - TPG scheduled an NBN technician who came over today. He moved the NBN box to a different location however, still couldn't get a connection with my router. I called tech support again and unfortuntely they could not assist.
I scoured these forums and eventually found the following fix which has worked. Many thanks to TONYOAKDEN who came up with this fix for my TP-Link AC1200 router.
While it's unfortunate that TPG could not assist, I appreciate that I'm using a third party modem that they don't provide support for. I'm still a bit upset regarding the unprofressionalism and lack of understanding I received from Karen, but other support staff were quite good.
I did eventually get a call at 7PM this evening. We tried the basic troubleshooting for the nth time. An NBN technician has been engaged to come to my house to check the connection box. Here's hoping we get somewhere, noting I'm still disaatisfied so far - particularly with Karen!
Hi @lizray
Thanks for raising this to our attention and we apologise for the inconvenience.
We tried to search for the account using your community details, but can't verify if we are looking at the correct one.
Please send me a PM with your TPG username or customer ID number for us to assist you accordingly.
BasilDV
SOLVED - TPG scheduled an NBN technician who came over today. He moved the NBN box to a different location however, still couldn't get a connection with my router. I called tech support again and unfortuntely they could not assist.
I scoured these forums and eventually found the following fix which has worked. Many thanks to TONYOAKDEN who came up with this fix for my TP-Link AC1200 router.
While it's unfortunate that TPG could not assist, I appreciate that I'm using a third party modem that they don't provide support for. I'm still a bit upset regarding the unprofressionalism and lack of understanding I received from Karen, but other support staff were quite good.