Finally, have the nbn technician came out to fix everything with the nbn box yesterday ( around 10am). He said wait for 30 mins, after the internet light on the modem turn to green, I will have internet. However, wait for whole day, it is still not working, so I called TPG, spent a 1.5 hours on phone, still cannot resolve the issue. ( appreciate the effort and patient of the hotline girl provided). This morning I have googled the issues, and solve the internet problem, but another issue come out. - the nbn guy connected the modem wrongly, that was fixed last night on the phone with tpg - the tpg girl taught me to reset the modem manually, but she thought I am using nbn Fttb, so the modem cannot be configured. This morning I found out mine is nbn hfc, using the configuration for it, then I can get the internet working. However, the problem I have now is: Once the internet working, my Sony digital TV is not working at the same time. I am unsure if this related to the nbn Internet? I tried to reset the wireless on the tv, and it is connected to the modem now, but still no digital tv... what wrong with it? Before it is ok, the issue instantly happen when the nbn internet start to work. Sigh... any help?
... View more
Thanks. Now I was told I will have a 12G mobile data for 3 months to wait for the NBN issue be resolved. It will be in a new SIM card and I have got a message saying it will be sent to me and request me to attend to an email re something direct debit authorisation. I have not received the say email yet or the SIM card, probably need some time. Thanks for the help provided, looking forward to the nbn connection, wish all issues could be resolved within 3 months.
... View more
I have got a call and voicemail from the case manager. However, not much help is obtained. She did not promise to waive the monthly fee (as I do not receive the services I paid for, I still have no internet connection, I have to pay extra for my data usage as I have no wifi access). I asked for alternatives such as provided unlimited mobile data in this difficult period when I am waiting for TPG/NBN to fix the problem, the best she could do is TRY to get approval for 12G mobile data... still no guarantee, I don’t know how long I need to wait to get an positive answer. Regarding the connection issue, she just updated me the same situation, there is infrastructure issue and NBN need to fix it, the indicative date is 30 May 2018. BUT, I am confused. I just got a letter from NBN today, the heading is “Inspection and maintenance notice”, the dates provided are “our construction partner intends to conduct relevant activities at the property between 30 May 2018 and 16 Oct 2018”. What is that mean? I need to wait till Oct to get my internet connection? This is far below my expectation, TPG could do better! PLEASE provide me a workable solution!
... View more
I have been with TPG in the past 6-7 years, i am always happy with TPG until I move house.
I was under unlimited ADSL plan before, but force to join NBN becuase my new place is under NBN network. I was told that I cannot keep using ADSL if the suburb is already having NBN. Under no choice, I have to switch to NBN.
The date to switch over was 12 April, but up to now, I still have no internet/phone. A tech guy came out and told me that there is infrastructure issue need to be fixed by NBN first, he asked me to check back with TPG after few days. I did follow up with TPG, the customer hotline girl said a case officer will call me back the next day, but I did not receive any call back, I called again today to folllow up, have been transferred by the operators by 2 times, and finally get in contact with a senior case officer. He told me that NBN need to fix the issue and the indicative date is 30 May 2018. I told him I keep paying the money for the service I cannot use, how would that be fair? Is anything TPG can do, say wavie the monthly payment? He said something i have signed something no pursue of compensation before switch over, so I cannot pursue anything... he suggested me to go back to the old house to use internet or terminate the contract with TPG... Really? I already moved, how could I go back to old place to use internet? I am really piss at that moment, I understand it is not TPG's fault, but TPG could do better. If TPG don't want to wavie that monthly payment, could TPG provide ADSL service to me in this month till the point I can have the NBN? or could TPG provide me free unlimited data mobile usage for this month? Why the senior case officer just ask me to go away... is this the way TPG treat their loyal customer?
This whole NBN thing really is a nightmare! I already have no internet connection for 23 days, and still need to wait to 30 May, and that's not a guarantee to fix the problem...
I am very disappointed on NBN and how TPG treat their customer!
... View more