I am hugely frustrated. I need to register a fault with the increasingly slow service I am getting from my fibre to the building installation. But you seem to have NO place to simply log a fault online. You make me jump through all sorts of extra hoops to register for this support 'community', even though I am clearly a registered TPG customer and have logged on with my valid credentials, you make me complete an extra registration for this 'community'. And even then, I can't seen ANYWHERE where I can tell you that my line connection speeds are frequently becoming completely pathetic. It's Sunday morning here and I can barely scrape 20 Mbs. You've turned off the TPG server on Ozspeedcheck - probably because it reports your currently woeful level of service. First thing this morning I couldn't even get 1 Mbs download. What is happening? Up until the last month or two the service has been OK, even great at times, but now the service has decreased to the point that it is no longer fit for purpose, or as advertised in your advertising material, and guess what, you make it virtually impossible to report a fault.
Oh yes, I can try calling you - and, on s SUNDAY morning, the current ... wait... times ... are 30... minutes. Yeah, great service from TPG - and then I can probably leave you my number and then have to hang around waiting for you to ring me back. So no using the loo or having a shower in case you deign to reply must when I can't take the call.
Can I find anywhere to log a fault online? No. I'm reduced to writing this stupid message.
In the supply chain industry this is called 'friction'. You introduce so much pain-in-the-rear-end factor into a process to procure something, that most people give up and find another way to get by, or, in this case, put up with substandard service, including a really crap customer service offering.
Will I be recommending TPG to any of my friends who are also disasitisfied with their current ISP? No, I don't think so.
Please fix up my line connection issues and don't be sending me stupid emails or messages - which I have to go and actively check for, rather am told that I have, with stupid questions asking me to provide you with my account number and details - which I have already given your system TWICE now, just to get this far. Use the computer, use the data I already gave you to look them up. And then please email me once you've fixed the problem. Or, if you need something else, email me because I get that automatically rather than having to log on, twice, and go and check if the great gods of TPG service have deigned to reply.
Not happy, just in case you couldn't tell.
