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WHY DO YOU CENSOR BAD NEWS?

Steve7
Level 4

I have twice tried to post what I believe is an objective account of the weeks of trouble we have had with our home phone, and both posts have been rejected as spam.

 

Do you really think that this message board should contain only positive accounts of TPG service?

12 REPLIES 12
Ahra_G
Moderator

Hi @Steve7

 

Our page has certain filter settings which remove messages that may contain spam.

 

Upon checking your account, the suspension on your homephone service has been requested to be lifted. 

 

We'll chase the relevant team for updates. 

 

Thanks! 

Ahra_G

Steve7
Level 4

"Upon checking your account, the suspension on your homephone service

has been requested to be lifted."

So often, a response from TPG seems not-to-the-point. We are not

waiting on a request; the problem has already been all but fixed (but

not quite). 

 

But was it ever a "suspension"? When, on June 9th, TPG sent us an

email saying "As a result of your recent request, we have changed your

phone service number" (when there was NO request from us), we had both

the old number and the new number, but neither of them would work at

all. Do you call that a suspension? Then after one or two calls to

131423, we could receive calls but not ring out (on the old number. We

don't want and don't care about the new number). Do you call that a

suspension?

 

Then after many more calls (EIGHT calls over 18 days, all asking the

same thing), we could finally call out. Then after another two calls,

they were finally being correctly being charged to our Oz Talk instead of

deducting from our Prepaid balance for "13" numbers. But after all

this time our number is still not back to what it was: its status is

now "Unfinancial override" (even though we are fully paid). That looks

like the last resort of someone who can't make it simply "Active".

 

But back to the title of this thread. I tried to post a description of

the trouble we've had with this fault, and it was rejected as spam. I

emailed asking why and got a not-to-the-point answer. I changed it and

shortened it and tried again - still spam.

 

You talk vaguely about "certain filter settings", but I would like to

know what specifically caused the posts I tried to make to be

rejected. I didn't use offensive language, I did not make any mention

of third-party products or service providers, I did not quote any

external web sites. So why was it spam?

 

I can only assume that it was because my posts showed with specific

detail, TPG providing second-rate service. That is why I have chosen

the title "censor bad news".

 

PS: I would still like to know why my posts were rejected.

ChariotRider
Level 3

Hi Steve7,

I had a similar experience on a different issue. I wrote a long reply, submiited and it disappeared! So now i have to write in Word first and copy paste so i dont lose it.

Cheers

ChariotRider

 

Steve7
Level 4

Yes, it is always a good idea to compose your message locally and then paste it, as I found out the hard way quite a few posts ago.

 

... But anyway, I hadn't checked for a few days, but our phone is now back to "Status: Active" and all working OK.
So congratulations to TPG!
We're finally back to how we were on June 8th.

 

Steve7
Level 4

What I should have said was "Did it 'just disappear', or was it rejected as spam?"

The first is just a technical hitch (although irritating enough), but the second leaves you questioning TPG's motives.

DK1
Level 3
Level 3

TPG deleted my response to another user who was asking how to make a formal complaint.  I provided them with the link to the T.I.O.  I guess TPG weren't thrilled, so deleted the response.

Ahra_G
Moderator

Hi @DK1

 

If one of your posts got deleted or hidden, it is likely that it breached our Community Guidelines

 

We promote transparency and we also reserve the right to moderate posts on our Community page. 

 

Thanks! 

Ahra_G

DK1
Level 3
Level 3

Hi Ahra_G,

 

The entirety of the post was "You might consider reporting to the Telecommunications Ombudsman" and the TIO web address.  I guess that violated your Community Guidelines.  I'll note here that no-one from TPG actually answered the users question in public about how to submit a formal complaint.  That's not quite as transparent as you could be.

Ahra_G
Moderator

Hi @DK1

 

Here's the link: https://www.tpg.com.au/complaint.php

 

Thanks! 

Ahra_G