@davidaf7 We found your account by cross referencing your address and other details provided on the community.    We believe the service can be installed but we need your cooperation on this matter. I have asked our case manager to contact you directly to provide further assistance.   Kind regards, Joseph D ... View more

@Caino my apologies for the long wait in getting TPG's own FTTB service. Thank you for posting your query. Looking into the modem logs and case logs it appear that it would require thorough checking on the configuration.   The technical team handling your case has asked our network engineers to look into the details above. They will contact you directly as soon as they receive response.   Thank you. ... View more

@whitelamppost my apologies for the inconvinience that this has caused you. WDS is currently not supported by the TPG supplied. Did you purchase this separately from us or is it part of the package? Our current NBN plans come with the modem / router. Please see https://tpg.com.au/nbn ... View more

@Taz as of this point we do not have any new firmware version to fix this. We will take this into consideration for future upgrades. ... View more

@farhan27 We are sad that you feel this way since you have been with TPG for a long time.   Looking into your case I can see that a complaints resolution case manager has been assigned to investigate:   Where the modem is? Was there a delay in it's delivery? The disputed charges?   Our main objective is to get your TPG service working again.   I have deleted your other post as it is the same as the one above. Please see https://community.tpg.com.au/t5/Welcome/TPG-Community-Terms-of-Service/m-p/15#M9   The complaints resolution case manager will contact you directly to constantly give updates. ... View more

@SineNomine I understand that you wish to avoid any downtime. Your request to have the sip settings for TPG Home Phone so you can configure it on a 3rd party equipment is currently not possible as our system is not designed that way.   We will pass on your concerns. Should you encounter any issues with the service then please feel free to advise us. One of my collagues have responded to your private message. ... View more

Hi Gabriel,   I'm sorry to read all the troubles you experience with the service installation.   The delays or sudden reschedule of the technicians by our third party provider Telstra is definitely dissapointing.   Our 3rd party provider Telstra did not clarify the cause for the high workload notice in the area but based on what I personally see the weather plays a factor on this as onsite technicians cannot work on the lines or pits outside if it is raining.   We have notified our technical team of your concerns. They will continue to assist you in getting the service working and we will do our best to ensure that your case is given priority.   Kind regards, Joseph D ... View more

@hw We apologize about the inconvinience about not having internet for a couple of days, it was caused by physical problems on the copper lines outside. Our third party provider Telstra is looking into this. I can see that your current connection is up for more than 20 hours and the modem is getting 11.27 Mbps downstream rate.   Our technical escalations team will get in touch with you directly.   Cheers, Joseph D ... View more

 @Momaomaoah1 did you try the suggestions @Shane provided above? Your modem is currently getting 13.368 Mbps for the downstream, the current session is stable for more than 38 hours. Though it is not common practice I personally switch my modem off when I'm out of the house. It gives the electronic device a bit of a rest and refreshes the connection.   Cheers, Joseph D ... View more

@oliviasalmon89 I ran a test on your line, it's clear of any interference. I made some minor adjustments to the signal to noise ratio to improve stability, can you check if there are any noise on the home phone? Just pick up the phone handset, press #1 and listen for any crackling noise.   How many phone sockets you have in the house? What are the devices connected to it?   Kind regards, Joseph D ... View more

@kiln1929 your modem is getting around 25 - 26 Mbps. Your concerns have been raised to our technical escalations team so they can investigate your concerns. Copper line quality and cable distance from socket to node are some of the factors that affect NBN Fibre to the Node speed. Our technical escalations team will contact you directly. ... View more

@Murtthat,   Apologies for the inconvinience, the remote test indicate possible issues with the copper cabling outside. The previously reported issue last July was fixed after the technician found corrosion on the copper lines outside.   On cases such as yours it would require a licensed technician dispatched by our 3rd party provider NBN since the problem is with the copper lines outside.   Due to the NBN roll out, conversion and repairs on the existing copper infrastructure the earliest NBN tech appointment would be on Monday, 13 August 2018, 8:00 AM - 12:00 PM.   Kind regards, Joseph D ... View more

@doilikeit82 a modem will be sent out today for testing purposes.   Kind regards, Joseph D ... View more

@nathancheong thank you for your inquiry. I had a chat with our provisioning team about your concerns. By design all that needs to be done on your specific installation is connect the equipment and withing 24 hours NBN should be able to activate this, since this did not happen a technician is being sent out to look into the installation. The earliest dispatch has been requested and they will contact you directly to make the arrangement.   Thank you. Joseph D ... View more

@PauSum02   The latency from WA to NSW is okay, and the path it took did not show any issues.   Was the test done when the speed was okay? Does the speed drop during specific time or at random? When the speed drops, do you switch the router off and on? Does it have any effect?   Apologies if some of these questions are redundant.   Kind regards, Joseph D ... View more

@incas & @DerrynH the wholesale provider for all NBN products for all internet providers is NBNCo. You have a NBN Fibre to the Node service, they use Fibre Optic line up to the Node and copper line from the Node to your house.   On most circumstances the configuration of the copper line from the house to your node was already designed and connected by Telstra, NBNCo just took over the infrastructure.  ... View more

@Keirus58 based on the info I have here the refund should be processed within the day using your current method of payment. - Joseph D ... View more

Hi Guys,   TPG is a prepaid service, which means we charge a monthly fee in advance before installation. The initial billing cycle commences when your install is complete. As part of our billing system’s automation, we charge 7 days before the next billing cycle.   As stated upon sign up TPG only accepts payment through direct debit or credit card, we apologize for any inconvinience that this may have caused.   If you are having technical issues with the service, you can PM your concerns and username to us so we can assist.   Kind regards, Joseph D ... View more

Hi @treffo,   We can see that you are currently using the TPG modem and the connection is stable for more than 4 hours.   Our technical team is investigating the case together with NBN. Please continue using our equipment and observe the connection.   Please don't hesitate to let us know if you need further assistance. Our technical escalations team will contact you directly to provide updates.   Kind regards, Joseph D ... View more

@annalisajewell   No worries. We've arranged to have someone assist you with the change of plan. They will contact you within the day.   Kind regards, Joseph D ... View more

Hi @annalisajewell,   I understand. In order for you to receive a refund, you would need to downgrade your plan to one with lower speed.   I will have someone contact you directly to provide further assistance.   Kind regards, Joseph D ... View more

Hi @pjelias,   My apologies. As much as possible we would like to avoid assuming things to ensure that no stone is left un turned.   One angle I am looking into here is that TPG NBN consumer has dynamic IP address.   Is it possible that you are trying to access your set up through a different WAN IP than what your network currently have? Your IP may have changed since you first set up the port forwarding.   Kind regards, Joseph D     ... View more

Hi @annalisajewell   I believe you were provided with 3 options.   Remain on current Speed Plan with no credit/refund Downgrade to lower Speed Plan, receive credit/refund Cancel the service due to NBN Speeds, receive credit/refund and waived/refunded early termination fee If you downgrade your plan to one with lower price but the same speed then it is not considered as a downgrade according to the options given.   Did you reply to the e-mail you received?   Kind regards, Joseph D ... View more

I am TPGs customer and I have a commercial relationship with TPG, not Telstra.    In an ideal world, I wouldn't actually need to know that Telstra Wholesale is the issue. TPG would just manage THEIR supplier and THEIR customer. TPG would hammer Telstra to get the necessary work done, and keep me - their customer - updated on the progress of the order with accurate and informative updates.   Instead, we have, well, this thread.. @jeremyh I agree, you are paying us to provide you with the service as such any issue with our 3rd party provider should be between us and them.   For the sake of providing information on what is occurring on the background we are notifying you and everyone on this thread of the progress of the issue in SA & WA which affects your connection, the installation of your service and it's completion is being discussed in the highest level of Telstra wholesale and TPG's provisioning management.   The case manager will contact you as soon as we pertinent updates.   Kind regards, Joseph D ... View more

@ccall48 That's great! Let us know if you need further assistance.   Cheers,     ... View more

@Zieseniss,   Can you PM your TPG username?   @walkadwill,   Can I get the serial number of your TPG modem?   @mcenieryb72,   Firmware upgrade is done. Once the firmware is updated to V100R001C216B113 version please follow the instructions below.   Click Internet -> Internet Services -> Simple Network Time Protocol (SNTP) Select the correct timezone and click enable Daylight saving time to configure DST.     Kind regards, Joseph D ... View more

Hi Bromley,   Are you connected to the internet right now? I can detect low resistance on the line which is possibly caused by a issue with a device connected to the socket, broken filter, or issue with the phone socket.   The connection and speed from the exchange to the modem is okay, but the authentication or allowing of the system to connect appears to be having an issue. The possible cause are stated above or the modem.   I've made advjustments on your signal to noise ratio to help with the stability. Please observe the connection and advise us if the issue will persist.   Kind regards, Joseph D ... View more

Hi bfittler,   You cannot use wildcards on TPG Post office spam filtering, the system will accept it but it will not work properly. You can put ".com.us" or the domains of those addresses spamming you. You can also send a request to postmaster@tpg.com.au for customised filtering.   Kind regards, Joseph D ... View more