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TPG Customer Service - NON EXISTENT !

Level 1

Dear Joyce,

Another month goes by and...

I HAVE JUST BEEN CHARGED AGAIN and the BILLING ADJUSTMENT HAS STILL NOT BEEN CREDITED.

I AM LODGING A FORMAL COMPLAINT WITH THE TELECOMMUNICATIONS OMBUDSMEN TOMORROW IF THIS IS STILL OUTSTANDING.

Why is TPG TOTALLY USELESS with respect to customer service ??

Regards,

Hugo Viviani

On 7/04/2018 9:47 AM, Helpdesk wrote:

Dear Hugo,

We will have this requested and let you know when the changes on your account has been done.

Regards,

Joyce Catherine | UserID: 6586
T 13 14 23 | F 02 9850 0813
www.tpg.com.au

Email Queue: Helpdesk
TPG Telecom (ASX: TPM)


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-------- Original Message --------SubjectSmiley Very Happyate:From:To:
Re: Fwd: Re: Fwd: Re: Fwd: PHONE COMPANY INOPERATIVE
2018-04-06 18:41:34
zebidi@tpg.com.au
Helpdesk <helpdesk@tpg.com.au>


Dear Jerico,

Thank you for sorting this out and please proceed with the billing adjustment,

Regards,

Hugo

On 6/04/2018 4:34 PM, Helpdesk wrote:

Dear Hugo,

Please accept my apology for the delayed response.

After assessing your concern, we have come up for 15 days of billing adjustment based on the technical report.

Please let us know if you are good with this so that we can process it.

We will wait for your reply.

Regards,

Jerico P. | UserID: 5500
T 13 14 23 | F 02 9850 0813
www.tpg.com.au

Email Queue: Helpdesk
TPG Telecom (ASX: TPM)


TPG Community: Ask, answer and talk about our products! Check it out today at https://community.tpg.com.au

This email and any attachments are confidential and may be subject to copyright, legal or some other professional privilege.
They are intended solely for the attention and use of the named addressee(s). They may only be copied, distributed or
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-------- Original Message --------SubjectSmiley Very Happyate:From:To:
Fwd: Re: Fwd: Re: Fwd: PHONE COMPANY INOPERATIVE
2018-04-06 10:36:36
zebidi@tpg.com.au
customerservice@tpg.com.au





-------- Forwarded Message --------SubjectSmiley Very Happyate:From:To:
Re: Fwd: Re: Fwd: PHONE COMPANY INOPERATIVE
Fri, 6 Apr 2018 08:35:34 +0800
zebidi@tpg.com.au
Helpdesk <helpdesk@tpg.com.au>


Dear TPG,

Thank you for your response - I obviously have concerns regarding your "service" as it has now been over 6 weeks with still no response
on a simple billing adjustment.  A response has been promised by Ilonnah/Joyce/Jericho/Rachelle with nothing forthcoming.

Why is TPG completely incapable of sorting out a simple billing billing adjustment?

Regards,

Hugo Viviani

copy: File/TIO

On 23/03/2018 6:48 PM, Helpdesk wrote:

Dear Hugo,

You are most welcome. Feel free to contact us again if you happen to have any other concerns with regards to our service.

Regards,

Ilonnah | UserID: 14982
T 13 14 23 | F 02 9850 0813
www.tpg.com.au

Email Queue: Helpdesk
TPG Telecom (ASX: TPM)


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This email and any attachments are confidential and may be subject to copyright, legal or some other professional privilege.
They are intended solely for the attention and use of the named addressee(s). They may only be copied, distributed or
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clause, please notify the sender immediately by return email and delete or destroy all copies of the email. Any confidentiality,
privilege or copyright is not waived or lost because this email has been sent to you by mistake.

 


-------- Original Message --------SubjectSmiley Very Happyate:From:To:
Re: Fwd: Re: Fwd: PHONE COMPANY INOPERATIVE
2018-03-23 14:41:51
zebidi@tpg.com.au
Helpdesk <helpdesk@tpg.com.au>


Thank You

On 23/03/2018 10:18 AM, Helpdesk wrote:

Dear Hugo,

Thank you for your email.

Our apologies for the delayed response and inconvenience this has caused you.

This is to acknowledge that your email has been received. Please be informed that your compensation request had been coordinated with the relevant department and currently being assessed.

Update will be provided the soonest feedback is available.

We appreciate your patience and cooperation with this matter.

Regards,

Joyce Catherine | UserID: 6586
T 13 14 23 | F 02 9850 0813
www.tpg.com.au

Email Queue: Helpdesk
TPG Telecom (ASX: TPM)


TPG Community: Ask, answer and talk about our products! Check it out today at https://community.tpg.com.au

This email and any attachments are confidential and may be subject to copyright, legal or some other professional privilege.
They are intended solely for the attention and use of the named addressee(s). They may only be copied, distributed or
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clause, please notify the sender immediately by return email and delete or destroy all copies of the email. Any confidentiality,
privilege or copyright is not waived or lost because this email has been sent to you by mistake.

 


-------- Original Message --------SubjectSmiley Very Happyate:From:To:
Fwd: Re: Fwd: PHONE COMPANY INOPERATIVE
2018-03-23 09:32:45
zebidi@tpg.com.au
Helpdesk <helpdesk@tpg.com.au>





-------- Forwarded Message --------SubjectSmiley Very Happyate:From:To:
Re: Fwd: PHONE COMPANY INOPERATIVE
Fri, 23 Mar 2018 06:32:21 +0800
zebidi@tpg.com.au
Helpdesk <helpdesk@tpg.com.au>


Dear TPG,

Please acknowledge:

1) Receipt of this letter

2) Why you have still not responded after 21 days

3) When you are going to apply the billing adjustment,

Regards,

Hugo Viviani



On 2/03/2018 6:06 PM, Helpdesk wrote:

Dear Hugo,

I will forward your billing adjustment to the relevant department.

Please wait for further correspondence from them.

TPG would like to thank you for your continued support.

Regards,

Jerico P. | UserID: 5500
T 13 14 23 | F 02 9850 0813
www.tpg.com.au

Email Queue: Helpdesk
TPG Telecom (ASX: TPM)


TPG Community: Ask, answer and talk about our products! Check it out today at https://community.tpg.com.au

This email and any attachments are confidential and may be subject to copyright, legal or some other professional privilege.
They are intended solely for the attention and use of the named addressee(s). They may only be copied, distributed or
disclosed with the consent of the copyright owner. If you have received this email by mistake or by breach of the confidentiality
clause, please notify the sender immediately by return email and delete or destroy all copies of the email. Any confidentiality,
privilege or copyright is not waived or lost because this email has been sent to you by mistake.

 


-------- Original Message --------SubjectSmiley Very Happyate:From:To:
Re: Fwd: PHONE LINE INOPERATIVE
2018-03-02 16:17:38
zebidi@tpg.com.au
Helpdesk <helpdesk@tpg.com.au>


Dear TPG,

Thank you for your email and the belated calls from Engineers.

It appears that you are still two weeks behind on what is happening in this matter.

Please read below and note what has been highlighted in previous correspondence in bold:
  • The technical issue appears to have been resolved.
  • I still require an answer to my request for a billing adjustment to compensate for the 3 week lack of Voip service which has been a recurrent issue (further past history detailed below)

Regards,

Hugo Viviani




On 22/02/2018 2:02 PM, Helpdesk wrote:

Dear Customer,

Thank you for your response.

I have forwarded your email to our engineers so they can respond.

If you wish to contact them directly you may write to techops@tpg.com.au

Regards,

Rachelle | UserID: 12058
T 13 14 23 | F 02 9850 0813
www.tpg.com.au

Email Queue: Helpdesk
TPG Telecom (ASX: TPM)


TPG Community: Ask, answer and talk about our products! Check it out today at https://community.tpg.com.au

This email and any attachments are confidential and may be subject to copyright, legal or some other professional privilege.
They are intended solely for the attention and use of the named addressee(s). They may only be copied, distributed or
disclosed with the consent of the copyright owner. If you have received this email by mistake or by breach of the confidentiality
clause, please notify the sender immediately by return email and delete or destroy all copies of the email. Any confidentiality,
privilege or copyright is not waived or lost because this email has been sent to you by mistake.

 


-------- Original Message --------SubjectSmiley Very Happyate:From:To:
Re: Fwd: PHONE LINE INOPERATIVE
2018-02-22 16:53:25
zebidi@tpg.com.au
Helpdesk <helpdesk@tpg.com.au>


Mobile is 0490 668 524

On 22/02/2018 1:00 PM, Helpdesk wrote:

Dear Hugo,

Thank you for your reply.

I have coordinated this issue with our Engineering Department for investigation with Escalated Case ID 8253040. Please be informed that one of
our engineers will be contacting you within the next 1-2 working days. This is to allow them to further investigate the issue and communicate with Telstra if needed.

Please leave your modem turned on all the time while this case is escalated to allow the technicians and our engineers to do necessary tests on your line.

I have indicated your contact details as follows:
Phone: 0861501116
Mobile: 0434797791
Time: anytime

If you have other contact details, please reply to this email.

We appreciate your cooperation with this matter.

Should you have any concerns, you can contact us at 13 14 23.

Regards,

Rachelle | UserID: 12058
T 13 14 23 | F 02 9850 0813
www.tpg.com.au

Email Queue: Helpdesk
TPG Telecom (ASX: TPM)


TPG Community: Ask, answer and talk about our products! Check it out today at https://community.tpg.com.au

This email and any attachments are confidential and may be subject to copyright, legal or some other professional privilege.
They are intended solely for the attention and use of the named addressee(s). They may only be copied, distributed or
disclosed with the consent of the copyright owner. If you have received this email by mistake or by breach of the confidentiality
clause, please notify the sender immediately by return email and delete or destroy all copies of the email. Any confidentiality,
privilege or copyright is not waived or lost because this email has been sent to you by mistake.

 


-------- Original Message --------SubjectSmiley Very Happyate:From:To:
Re: Fwd: PHONE LINE INOPERATIVE
2018-02-22 10:43:25
zebidi@tpg.com.au
Helpdesk <helpdesk@tpg.com.au>


Dear Rachelle,

Thank you for your response:

1) Disappointing to hear that my initial email was "lost in our system".

2) Interesting to note that you mention the previous issue was different to the current issue.
For the record, I was initially told that there was no issue/outages by TPG last time and that my modem was likely to be faulty..
There was no change to the modem and the issue was eventually resolved at your end.

This time you are again telling me the same thing again "could be issue with modem"...
However, changing the VOIP SIP Service proxy from "tpgvoip.tpg.com.au" to "homephone.tpg.com.au" at your technicians request
appears to have made the phone operative again.

It is therefore obvious that there were no technical issues with my modem currently or in the past.

I have not had access to the VOIP service for over 3 weeks on this occasion.
A billing adjustment reflecting this period of interruption would be more appropriate considering the past history and
delays suffered on this occasion,

Regards,

Hugo Viviani
2 REPLIES
Moderator

Hi @zebidi,

We're sorry to know about this experience and we'd like to check what can be done to turn this around.

We can see that this issue has been escalated to our Complaints Resolution Team and the case manager will be in touch via a phone call or email to discuss the progression of the case.

 

We will also make a follow up with the Team to ensure that this case will be prioritised.

If you have a preferred contact details, please send it via private message.

Thank you.

Moderator

Hi @zebidi, we can see that the Complaints Resolution Case Manager has been in touch and addressed the concerns raised.

 

Should you require further assistance, feel free to drop us a message. Thank you.