TPG called me last Friday to send a Tech onsite and it was organised for yesterday. Tech came and he traced the phone line from my unit to the MDF. He found the line went to a switchboard on level 4 in my building and not the MDF on ground floor. My phone line was not connected and he put it in. Tested and the Internet worked. He also found the phone socket in my unit was not working and they replaced it, All is good to go.    Had a follow up call from TPG after the tech left and they summarised the situation. Original TPG tech who came onsite 2 weeks+ ago was not able to trace that my phone line was connected to switchboard on level 4. He tested the phone socked in my unit and MDf on ground floor and said there was an internal cabling issue for strata to fix. Strata sent out a contractor and they were unable to trace the phone line as it was behind a door locked with an abloy key.    2nd TPG tech had his own abloy master key and was able to trace the phone line going to level 4 and fixed the issue. They suspect someone moving into the building had their internet provisioned and their tech removed my phone line.     So after almost 3 weeks of no internet and using up all of my mobile data, the issue was causing by an ISP tech disconnecting my phone line when they provisioned a new user.   Thanks to the 2nd TPG tech, I think his name was John and a supervisor that came on site for finally fixing this issue. This would be a good oppurtunity for training and review for future onsite visits as it could've been fixed on the first visit.  ... View more

The data/cable contractor wasn't able to identify which cable or wire connects from the MDF to my unit. This is after testing all visible cables in the MDF comms room. The contractor wants to visit on site again with the TPG tech so they can work together and fix the issue. How do I organise a TPG tech to visit onsite again? ... View more

Hi Shane,   Thanks for your reply.   Building Strata is organising a contractor to investigate the issue.  They advised if the cabling is damaged outside my unit  – the internet provider is responsible for the cable connection between the MDF room and your unit (I will confirm this with the contractor during his attendance). ... View more

yeah worth to call to confirm and have it in writing to avoid extra charges. sadly we dont live in a perfect world  ... View more

Contacted Telstra through live chat and they confirmed    As per checking, this home phone xxx is already disconnected with Telstra as it was automatic when it was ported out to other provider since 23rd of Feb 2018. So it's been done already and the disconnection order reference # was xxx   This matches the installation complete date from TPG. Maybe we dont need to contact previous home phone provider to cancel as it seems this is done automatically? ... View more

My FTTB install went as follows... skip to the part after i signed up and received the modem:   Call TPG to have a tech sent out They will advise of next available date The tech appointment are either morning (8 am - 12 pm) or afternoon (1 pm - 5 pm) - times are estimate You can ask for a call on approach - the tech will call you 30 mins to an hour before they get to your place Tech will go to MDF in your building to patch the FTTB wiring Tech will check the phone line works in your MDF and home phone socket   Normally the modem is preconfigured with your TPG details, if not its good to have your TPG login handy   Usually your FTTB will be setup and working before the tech leaves. It takes around 30 mins to an hour for tech visit. Mine took 15-20 mins cos no major issues  ... View more

I dont work for or am associated with TPG. I have an account with them, hence joining the community since I have an IT, telecoms and ISP background which can be useful to some of these discussions    orbistat already made useful comments to this thread that added value to the conversation. Next step is a line test from the back end for the mods to organise. They normally reply within 48 business hours.   p.s. whats wrong with whisky? it is a valid solution        ... View more

have you restarted your modem + pc   can you post a pic of your connection stats in the modem page that shows attenuation, noise margin, etc ... View more

@luke you need to chill   going on to reply on every post where people have slow speed issues, not providing any advise other than how you've had a bad experience with TPG isn't helpful.    get off your keyboard and go speak to a friend. whisky helps as well      ... View more

Speak to ACCC and TIO and let them sort it out. Document all your communication     in terms of what you brought up:   1/Number of calls and time spent on them to TPG - you get this with other ISP, Telstra/Optus included 2/Having to take time off work to be home(twice) whilst Telstra tech was around and who TOLD me he had changed the line..so someone is lying..and wasted my time - this is standard practice having to take time off work for a tech to come onsite. The tech should have run tests and have logs to back up what he said 3/All emails sent to TPG re this issue - same as point 1 4/Paying for  a  20/5 speed but getting   2/.2 - all ISP have this in disclaimer... up to xxx speeds depending on how far you are to exchange, quality of line, if you are in a paid gain, rim, quality of copper to your address (owned by Telstra), quality of copper in your building, etc, etc ... View more

Have you done an isolation test and see if the speeds are still slow?   Disconnect every device (including any ADSL filters) from every telephone socket in your home and turn off any devices connected by Wi-Fi. Plug your modem into the first phone socket without a filter using the shortest cable you have (less than 1 metre is ideal), connect one computer using an Ethernet cable and run a speed test or monitor your connection to see if dropouts continue. Note the results. Try this also in any other phone sockets in your home and check the results to see if it makes a difference. If this seems to have improved the quality or speed of your service, reconnect the other devices one at a time starting with any ADSL filters. Run a speed test or monitor for dropouts each time to determine if the issue resumes – if it does, the problem is probably with the device you've just connected. If this process doesn't help to pinpoint a problem, the cause may be elsewhere – something in your home or office environment like a faulty modem or wiring, or possibly an issue in the network and to call TPG ... View more

Unfortunately I dont know what algorithm TPG email uses to filter spam. Hotmail/outlook does not depend solely on consistent sender or subject header and they can even spoof your email address as the sender.   Try the spam filter on High and see if it catches most of the spam. Usually when spammers get a hold of your email there's nothing much you can do ... View more

Thanks for the reply :)   Hope its smooth sailing from here.   FYI I got the email from TPG saying that my address is ready for FTTB on 14 Feb and applied for it via phone 48 hours later on 16 Feb. Maybe there's a glitch in the matrix  Dear xxx,   Thank you for registering your interest in TPG's Fibre to the Building (FTTB) product.   We have checked your address at xxx and verified that you can now get TPG's Ultrafast Broadband with up to 90Mbps speed! ... View more

 You can change your Junk Mail Filtering. Other than that, there is no silver bullet to prevent junk mail   Webmail - click on settings at the top Junk Mail Filtering Select the level of filtering for all your incoming email Set to High Save settings     Off - No filtering, turns off automatic Junk Filter detection. Low (Normal) - Low filtering, sets a low Junk Filter detection sensitivity. Medium - Medium filtering, sets a slightly higher sensitivity. High - High filtering, sets the highest sensitivity (high setting also filters Bcc'd messages). ... View more

This is already done: As your telephone service through a different provider (TPG), you contact them which in turn will prompt telstra wholesale to do their stuff.    Getting Telstra to come out earlier than 20 days or getting this escalated may require you to contact TIO. There is only so much TPG can do to push Telstra.    You should focus on getting the home phone working i.e. can make/receive calls and have a solid dialtone with no crackling on the line.   Having multiple sockets in a house is common. Most 2 bedroom apartments I've lived in have had 2 phone sockets. One of the sockets will be your main and works with Internet. ... View more

Thanks,   PM has been sent ... View more