Hi griffeng1!    Hope all is well! We've received your private message confirming that the issue is now resolved.    Please don't hesitate to reach out to us again, should any assistance be needed.    Cheers!  ... View more

Hi PeteSpencer,    Welcome to TPG Community!    We appreciate your query. Unfortunately, any handset will need to be connected directly to the modem since it is encrypted for security purposes.    Should you have further queries, please don't hesitate to let us know.      Cheers!        ... View more

Good day, griffeng1!     We have received your private message and have likewise replied to it. Furthermore, I have organised a call back to be made tomorrow, 13 Aug, regarding this matter to our Mobile Support Team to assist you in recovering the PUK number for both mobile numbers.    I have used the homephone number but if you have an alternate number that you can send via private message, we'd appreciate it.    Feel free to let us know should you have further queries.      Thank you!      ... View more

Hi cuongtong22,    Welcome to TPG Community!    To have a better explanation of the charges/refunds associated with the cancellation, I'll organise a call back to be made from one of our Accounts Specialists.    Kindly provide your best contact number and your most convenient time to receive a call via private message.    We'll wait for your kind response.      Thanks!          ... View more

Hi 4790845,    Welcome to TPG Community!    We're very glad to know that the issue has now been solved. Normally, for these type of cases that involves the advanced settings of the modem, we normally refer our customers to the manufacturer as we only support the basic set up.    We would appreciate if you could share or provide us with tips on how it got resolved. I'm pretty sure other Community users would be glad, too! :)   Please don't hesitate to contact us again should you require any assistance.      Cheers!        ... View more

Hi Rob,    Welcome to TPG Community!    We have already requested to upgrade the modem's firmware and we'll revert to you as soon as we hear from our Technical Team.    Please don't hesitate to let us know should you have further queries.      Cheers!  ... View more

Hi Steele,    Welcome to TPG Community!    We're sorry to learn that you're experiencing issues with the service.    I've managed to run remote tests on our end and the results were inconclusive. Furthermore, the line speed that you were getting is within range based on your distance from the exchange. Nevertheles, we will require troubleshooting to diagnose the cause of connection performance issues as the results will indicate what is required to resolve the matter.    Could you please send your best contact number and your most convenient time to receive a call via private message?    We'll wait for your kind response.      Cheers!  ... View more

Hi LizElliott,    Welcome to TPG Community!    TPG does not have physical stores. Is there anything in particular you're needing assistance with? Please don't hesitate to let us know.    Alternatively, you may also contact our support hotline at 13 14 24.      Cheers!  ... View more

Good day, peterbamford!    Great news! We have moved your appointment to an earlier date which is on 13 August 2018. You are not required to be at home during the installation. You may also check the email address registered on our system for reference.    Should you have further queries, please don't hesitate to let us know.      Cheers!        ... View more

Hi mark_wells!    Hope this mesage finds you well.    The assigned Engineer has notified us requesting for your availability as they would need to discuss the lodged fault. Basing on this thread, your availability is after 5PM (weekdays) and afternoon during the weekend.    Should you have other preferred time to be contacted, feel free to let us know.      Cheers!  ... View more

You're very welcome, peterbamford!    I have escalated this matter at hand and rest assured that we'll be in touch to update you with the progress.      Thanks!  ... View more

Hi peterbamford,    Welcome to TPG Community!    I've managed to check your account and it shows that you have spoken to one of our specialists regarding your query. There is a possibility of the disconnection since the notification came directly from NBN but we'll check this further.   The initial date provided is the earliest date available provided to us by our wholesale partner NBN™ Co. We can have a look to see if we can schedule you in with an earlier time however, we cannot guarantee this as we work with our suppliers to provide this particular service, which means we are also reliant on their scheduling. Nevertheless, I'll send a request if we can expedite the installation.    We'll keep a close eye on your case and will provide updates where possible.      Thank you!        ... View more

Good day, mark_wells!    I have ran remote test on our end and it appears that your modem already has an active session. If you are still experiencing issues with the connection, please do let us know.      Cheers!  ... View more

Good day, triniansh!   We can now confirm that the firmware upgrade has been successful.   Should you require further assistance, please don't hesitate to let us know.    Cheers!  ... View more

  Hi mark_wells,    I'll have the assgned Engineer to contact you and advise of what the result of investigation was. May I know the best time to schedule a call back tomorrow?  ... View more

Hi blueBoyS,    Welcome to TPG Community!    We're sorry to know that you're experiencing issues with the service. Have you perhaps checked the settings on your phone? How about some troubleshooting done on your end?    I'll have someone from our Technical Team to assist you on this however since all the calls are routed to voicemail, organising a call back on your number might not work.    Could you please send another contact number via private message if possible, otherwise, can we reach you via email instead?    Alternatively, you may contact our Mobile Support team at 13 14 23 (options 2 + 3)    We'll wait for your response.      Cheers!      ... View more

Hi triniansh,    Welcome to TPG Community!    We have already requested to upgrade the modem's firmware and we'll revert to you as soon as we hear from our Technical Team.    Thanks!    ... View more

Hi Shru,    I can see that you have been contacted by ourTechnical Team and that the issue has been escalated now to our Engineering Team. Kindly allow them sometime to assess the case. They should be in touch to provide updates within the next 24hrs.    Should you have further queries, please don't hesitate to let us know.      Thank you!  ... View more

Good day, andydolphin!    Should you still require further assistance, please don't hesitate to contact us again.      Cheers!  ... View more

Hi ashpitman!    Our Engineering Team has been trying to get in touch with you to discuss the matter at hand to no avail. May we know what's your most convenient time to receive a call?    We'll wait for your response.     Thanks!  ... View more

Good day,  shipeiran12345!    I realised that one of our Case Managers has been in touch and discuss the details pertaining to the Cancellation.    Should you have further queries, please don't hesitate to let us know.      Cheers!  ... View more

Got your PM, funkipanda!    I have requested to reschedule the call back tomorrow, 25 July after 4PM.    Feel free to contact us again should you have any further concern.      Thanks!    ... View more

Hello rigby75!    We're concerned about the status of your connection so I went ahead and organised a call back to be made from our Technical Team to further check what's causing the issue.    I've organised the call tomorrow, 24 July 2018 between 11AM - 12NN, and we used the mobile number we have on file.    Should you have another call back number or another preferred time, please don't hesitate to let us know.      Cheers!  ... View more

Good day, funkipanda!    We're concerned about the status so I went ahead and scheduled a callback to be made tomorrow between 10AM-11AM AEST on the mobile number we have on file.   Should you have another call back number or othe preferred call back time, please don't hesitate to let us know.      Cheers!  ... View more

Good day, ashpitman!    I have chased our Engineering Team regarding the adjustment for your account. We'll be in touch again as soon an update becomes available.    Thanks!   ... View more

Good day, Bolek!    We just want to check if you're still experiencing issues with the service. If so, please do send us a private message with your best contact number and your most convenient time to receive a call so we can organise a call back to be made from our Technical Team.      Thanks!  ... View more

Hi Mimi99,    Welcome to TPG Community!      That’s a great question actually. Check out this article on TPG Community which should address your query: Difference between TPG FTTB & NBN FTTB   Furthermore, if you will move to another location, you may need to speak first with our Change of Plan team so we can assess what type of service is available on the new address or whether the area is serviceable by TPG.    Feel free to let us know should you have further queries.      Cheers!        ... View more

Hi rigby75,    Sorry to know that you're experiencing issues. I'd like to organise a callback to be made from our Technical Team to assist you in checking for any underlying issues though I've seen that your modem has been connected for almost 24hrs now.    May I know your most convenient time to receive a call?  ... View more