What has happened to TPG service.
I have been with TPG for more than 10 years and running 2 nbn accounts at 2 properties.
I was on hold last night waiting for a TPG customer service operator for 1hour and 45minutes 1:45.
I have screenshots and call logs.
After 2 days of no NBN Ultra Fast (FC) connection it was finally restored today.
However, the MyTPG app, when I TEST CONNECTION, does show a green tick next to the modem but red crosses for data and voice.
When there was no internet, all were red crosses.
At the same time, I tested internet speed with
www.Speedtest.net and it shows 820/47Mbps, so the MyTPG app is pointless.
I have also received ZERO sms notifications regarding the LOSS of TPG internet and ZERO sms notifications for restoration of the internet.
This is extremely poor service from TPG.
I expect a callback explaining why there was no internet for 2 days for my NBN Ultra Fast (FC) connection.
If the fibre optical cable was severed and drowned, then please explain where this actually happened as this is the second time in as many months.
Please look at the TPG reporting below, then please explain why no one acted for nearly 12 hours?
The response is a joke and indicates sub contractors.
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Traralgon (VIC) Customers
Service Affected NBN
Outage Started Tuesday 21 January 2025, 11:33 AM
Estimated Restoration 2025-01-22 23:55:00
Severity Major
Source TPG
Update:Fiber techs are currently splicing the damaged cable from both ends. Services will start to restore progressively. We will provide further updates as soon as they become available
Update: 22/01/2025 06:45 AM AEDT Water from manholes have been pumped out and hauling of new cables should complete by 7:00 AM AEDT. Splicing will commence as soon as after hauling is completed. ETR can be advised once splicing begins.
Update: 22/01/2025 04:42 AM AEDT Cable hauling is almost completed but due to excessive water in manholes, further delay is expected. Techs are pumping out water from manholes to complete hauling. Awaiting ETR from tech once hauling is completed.
Update: 22/01/2025 02:25 Cable hauling has started and 60% cable has been hauled. ETR will be provided once the hauling is completed.
Update: 22/01/2025 00:00 Due to complexity of the fault and shortage of manpower, extra cable crew is being organised to attend the site. ETA 2 hours.
Update 23:11 AEDT : Cable crew has arrived on site and started preparation to haul new cables. Splicing will start after the cable hauling is completed. No ETR at this stage.
Update 21:40 AEDT : Cable crew has been arranged to attend the site. ETA 2 hours.
Update: 20:45 AEDT: Fibre Tech has arrived on site and we have got confirmation of a cable damage. Cable crew is being arranged to attend the site. No ETA/ETR at this stage.
Update: 19:00 AEDT Fibre Technician has been organized to attend the fault location and investigate fibre break. ETA to the site is 2 hours
Update: 16:50 AEDT Field Technician confirmed that the outage is due to a fibre break in TPG Network. The issue has been escalated to Fiber Ops team for further investigation. No ETA/ No ETR.
Due to an unplanned outage, some customers in Traralgon, NSW may experience Phone and Internet connection difficulties. TPG apologises for any inconvenience caused.
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MrCyberdude
