test ... View more

Hi @brendan0014,   Please PM us your account details so we can send you a copy of the data usage via email. Here's how you can us your details via PM; How do I private message (PM) in the community - TPG Community. ... View more

Hi @6736332, The previously reported issue with the connection has been resolved however, based on the current tests done with the connection, we've seen that the NTD is currently offline. This has been raised with our Engineering team for further investigation. Should there be more test needed or updates, an assigned engineer will be contacting you via SMS or phone call. ... View more

Hi shaylinchetty,   Glad to know that the issue was resolved.   Hi shaylinchetty,   Glad to know that the issue is resolved.   Should you require further assistance, don't hesitate to let us know.   You may also check the following links for self- help options; https://www.tpg.com.au/support.   TPG customer support channels during COVID-19 outbreak: https://community.tpg.com.au/t5/Welcome/TPG-customer-support-channels-during-COVID-19-outbreak/m-p/48325.   Cheers! ... View more

Hi @shaylinchetty and ffajilan,   Not sure if this will help, but how about set up the TPG modem as authenticating device, switch on or off their wireless capability(Your choice), connect you preferred routers to the LAN port, then set them up to DHCP instead of PPPoE? ... View more

Hi @scrac,   Thank you for the additional information.   I'd like to arrange a call from our Technical team to further assist you in fixing the issue with the email.   Please PM us with your best contact number and convenient time to receive a all.   Regards,       ... View more

Hi @ngthomas,   TPG AU & TPG SG are 2 separate entities.   Kindly send an email to Singapore Mobile Team at support@tpgmobile.sg or visit their Facebook Page for further assistance with your query.   Regards, ... View more

Hi @ngthomas,   We have received your email with the additional information regarding the issue.   To better understand what caused the issue, kindly PM me your account details (Username/Customer ID or Contact number associated with the account).   Regards, ... View more

Hi @sopanshrestha,   Welcome to the community!   We're sorry to hear about the inconvenience caused.   I've located the account using your community details and seen from the notes on the account that you spoke with our Provisioning team regarding the installation.   We regret to learn that you've decided to withdraw the order. Feel free to let us know if there is anything else we can help with and we hope you will consider TPG again in the future.    Regards,   ... View more

Hi @sdbuchanan,   Welcome to the community!   I would love to help and see what happened on this. I've located the account using your community details.   Having has a chance to take a closer look at your connection, I cannot see any possible reason why the home phone is not working.   I'd like to have our Technical team contact you regarding this matter. Please PM us your best contact number and time.   For your reference: How do I private message (PM) in the community.   Regards, ... View more

Hi @coasttradesman,   Welcome to the community!   We're sorry to hear about your decision. I understand that the issue with your connection is handled by our Engineering team.   I've also seen that you spoke with them and sent an SMS regarding your request. This has been coordinated with the team and a call has been arranged for tomorrow, Tuesday, between 11:00 AM  - 12:00PM to better discuss your request.   Let me know should you need further assistance.     ... View more

Hi @mariakimbell,   Thanks for the reply.   I received your PM and likewise replied to it.   I've chased this up with our Provisioning team and have been afvised that a case manager will be in touch to have you assisted in rescheduling the appointment.   Regards, ... View more

Hi @mariakimbell,   Welcome to the community!   Whilst we successfully install thousands of NBN services each week we would like to sincerely apologise that this has not been your experience. We understand your frustrations regarding the missed installation appointment particularly when you have organised to be at home.   I tried to locate the account using your community details and though we're able to pull up an account using your community details, we're not certain if we have the right match. Can you send me a PM providing your customer ID or username together with your service address?   We'd like to help turn your experience around.   Regards, ... View more

Hi @5853706,   Welcome to the community!   Do not attempt to guess your PUK code as incorrect entries may result in permanent locking of the SIM Card.   You can obtain your PUK number by logging into My Account. Once you are logged in, go to View Mobile Service Accounts, and then go to Get PUK Code under the mobile account you wish to get the code for.   Alternatively, please contact our Mobile Support team on 13 14 23 for assistance in retrieving the PUK code or send us a PM with your contact details so we may arrange a call with our Mobile Support team.   Cheers, ... View more

Hi @Abhijit,   Welcome to the community!   We're sorry to read that you're thinking of cancelling your service with us.   I tried to locate the account using your community details and though we're able to pull up an account using your community details, we're not certain if we have the right match. Can you send me a PM providing your customer ID or username together with your service address?    For your reference: How do I private message (PM) in the community   Regards, ... View more

Hi @zkw15938756662,   Thank you for sending your contact details.   We received your PM and coordinated your concern to our Accounts team. Your contact email has been relayed to the team as well as your preferred means of communication.   I've also replied to your PM with further details.   Cheers,   ... View more

Hi @ngthomas,   Welcome to the community!   I would love to help and see what happened on this.   To better understand, may I please know the answer to the following questions:?    When did the issue start? When was the last time you were able to use the service?  What error message are you getting?  Is there an error message appearing on the handset?   Can you still use data and / or SMS? Can you call other mobile / home phone numbers? Also, I tried to locate the account using your community details unfortunately no match were found.  Kindly PM me your account details (Username/Customer ID or Contact number associated with the account).   Regards, ... View more

Hi @Rahim1112,     Thanks for your reply.   The NBN connection box or the Arris Box is the black box shown on the set up link.    I've advised the assigned case manager that the NBN box is not present on your premises. An update via phone call or SMS will be made once we received details from the escalation to NBN Co.    Let us know should you need further assistance.   Regards, ... View more

Hi @Rahim1112,     I've located the account using your community details and seen that this should be a remote activation however, based on the test, NBN have not detected any connection from the equipment on the premises.   May we please confirm if the Arris Box is connected and powered on? If yes, may we please know the light status of the Arris Box?   You may click here for the NBN HFC set up.   Regards, ... View more

Hi @feebillus,   The error message " IP configuration failure" means that your router or modem may be failing to assign a proper IP address to your device.   Usually, this issue can be solved by simply restarting the router or modem.     If the issue persists after restarting the modem/ router, please let us know.   We'd be happy to arrange a call from our technical team. ... View more

Hi @hotrod28,   Welcome to the Community!   Thanks for raising this with us.   Changing the service from ADSL 2+ to NBN should not have any effect to your existing email address. If a new account has been created, this would mean that a new email address has been registered on your account.   To better understand the situation, we've tried and was able to pull up an account using your community details, but  was not certain if we have the right match. Can you send me a PM providing your customer ID or username together with your service address?   For your reference: How do I private message (PM) in the community   Regards, ... View more

Hi @annietan1,   The refund has been requested.   Once its approve, the amount will be posted back into the card within 3-5 working days.     ... View more

Hi @annietan1,   I understand that you've discussed the matter about the $10 charge with our Customer service team and they have already requested the reversal of the said charge. They will provide you a feedback on Monday regarding this.   We've sent them a reminder of this and we will keep an eye on it to make sure that call will be made.   Regards,     ... View more

Hi @tashspring68,   We apologise for the inconvenience this has caused.   Please let us know your most convenient time to receive a call tomorrow from our Engineering team so we may arrange a call for you.   Regards,   ... View more