We called back later to be told refund will be processed in 5 days, Its been 20 days since then. ... View more

Its been more than one month since the NBN router was returned. In between, I have followed up with TPG and been told the refund is processed and will reflect in 5 days in the bank account. I am still waiting for $110 of refund from TPG.   There is nothing in my bank account after 10th April 2018 from TPG. It was the initial $109 refund for the modem. Isn't it disgusting that the customer has to follow up at every step for their money? ... View more

Ok, but that did not help me in any way. The money for ADSL is taken out of my account on 13/4/18 with a $10 penalty because of the typo mentioned earlier. However, TPG cannot sort out their internal processing and wants the customer to continue waiting? How is this helping anyone? ... View more

Even though someone called and emailed the manifest return modem there is no refund in my bank account. In the mean time my payment of another $299.89 was taken out on 13/4/18 from my bank but when I called TPG again I was told to wait for 4 more days for internal posting updates within TPG. Till date I have paid whatever is to be paid with promptness only to be responded with more wait. It’s been a month and counting.... ... View more

The pathetic customer service of TPG a continues, I knew this is where it will go looking at the previous feedback. After 7 days of dilly dallying with the connection from NBN to ADSL I call up because TPG cannot process my Bank details. I am connected with a consultant named Amy/Aimee. She starts her misinformation campaign - She says the payment is in restricted status because my name is spelled incorrectly compared to what I had given in the bank account. It appears that there was a typo in copying my name to the ADSL account. I go through the spelling and get it corrected. She then says she has requested processing of $289.x I clarify that should not be the case because the case manager had confirmed the money from NBN account would be brought forward. She now steps to an accusatory tone - ‘what payment? Which account? There are no payments ever made. Are you sure you did it with TPG(how silly can the customer be)? It was in your old address.’ In short I spend one hour of my life dealing with this, recanting the entire story of the NBN mishap. She then goes ahead and lies ohh we have processed a refund and it’s with your bank. I ask her the refund date? She fumbles and then diverts the answer. Saying she will ask finance to take the balance payment of ASDL and NBN and this will take 48 hours because I did not ask her to take the balance payment when I called. In an overall confused state she ends the call. I am called back again in 15 minutes saying finance has processed the entire payment already and says if the details of my bank account are incorrect they will charge me more money. She also says since the entire amount is charged she will now process a refund of the NBN fees. I am fed up by now and give up and tell her to do what is necessary. I get a reference number - 43974104 because it seems something is not right. Wait my problem isn’t over 3 days later I am emailed I have provided incorrect bank details and the payment did not go through hence TPG wants more money as a penalty for processing my payment with a typo in my name. Great job TPG - is there any reason that this should not be on social media and with TIO? What is the extent of your poor customer service? Listen to call reference- 43974104 ... View more

Yes, the NTD box was not in the property at the time of applying. However, the previous owner has returned the box last night.   Does that open up a possibility of getting NBN again or is the problem something different? If so what is the NBN blocker? ... View more

Yes, I did receive the call from TPG and they have spoken about ASDL2. Now there are two parts - one this should have been checked at the time of sale itself, so TPG only sells what it promises. It would have saved weeks of waiting time for me and also multiple admin activities for TPG. The second question is the property was serviced by TPG on NBN (previous owner) till January, hence the reason for me on applying with TPG. What has changed in two months now? What is the gurantee that ASDL is not deprecated at the address as I can clearly see a NBN wall socket in the house.    All in all for me the customer it is again weeks and weeks of waiting with uncertainity. How sure are you that ASDL will be connected and in what time window? ... View more

Have you filed a complaint with TIO.   I have been told I will be given a NBN connection but then there is no NYD box on the premises so TPG is playing 'we dunnno, it's NBN who aint respondding' for over two weeks now. I am going to give them one last chance before filing a compalint with TIO to get this solved. ... View more