It is very frustrating! I finally had a reply from the upgrade team, very apologetic about the delays advising they are responding to all of the emails in order. Email what changes you want to: planchange@tpg.com.au They replied saying to confirm the plan upgrade I had asked for, and a few days later I had emails advising my plan had been upgraded. If you do the call back option online, (where you fill in a form for sales and they call you back) they always do call (eventually) but can’t help you. Not one phone transfer to the upgrade team worked for me, I spoke to about 10 people. Each time either the phone disconnected or went through to a message saying they’re too busy sorry then it disconnected. So I wouldn’t bother persevering with that route - or the chat function. It’s rubbish! If you email the upgrade team you should get there eventually. My understanding is that many companies are having these troubles, it’s not just TPG. I have also been a customer for years, and have never had issues before. In fact their customer service was great. I’ll be feeding it back when this all is behind us! Good luck! ... View more