Hi @Michealb   Thanks for raising this with us.   We've arranged a call from our Tech team to check with your service further as they may require additional test to confirm if there's an issue within our network or yours. A technician will be in touch with you tomorrow between 10AM - 12NN.   Stay safe. BasilDV ... View more

Hi @Michealb ,   Thanks for sending me your details. We will chase this to our Complaints Resolution Case Manager handling this case and to our Engineering Team for additional reference on the ongoing investigation for the escalated fault.   Expect an updates within 24-48hrs via SMS or Phone call.   Regards,   @Michealb wrote: Hi,   Speed tests were done via speed testing websites, both wired and wireless whilst the tech was here. He specifically said during his tests with his device the line is capable of 66mbps, but on his device it was showing our provider was giving us a 12.5/1 plan. Which seems odd to me as we get better speeds than that, but not even close to the 50 we pay for.   The tech advised we speak to our provider about this as there is no reason we shouldnt be getting maximum speeds on our plan, and perhaps there is an issue on TPG's end. Previous to the line being fixed we were getting 35-40mbps... and the NBN tech told us once works are completed, we will acheive speeds we are paying for. Works are completed, and now we have actually lost speed with what should be a better connection. So I feel the limiting factor must be TPG.   I will pm my account details if you could look into this please, and perhaps advise why we have lost speed and not achieving what NBN have said we are capable of.   Thanks, Micheal.   ... View more

Hi @Michealb ,   We apologise for the inconvenience this has been raised to our Complaints Resolution Team for further handling and investigation. We've also notified them to add this post on the ongoing complaint. Further updates will be provided when it becomes available.   Regards,   @Michealb wrote: So we are going on around 3 weeks with no connection ever since the tech they sent "fixed" our connection. He turned dropouts and slow speeds, into no connection at all! He also left our internet plug hanging out of the wall. TPG Support have been completely useless. We call and just get hand balled to other departments who have no answer for us, no explanation, no eta on a fix...nothing. Last time we called we were told we would be contacted directly by NBN, guess what? never happened. I had a tech out in less than 2 days for a slow connection/dropouts, and now that he ruined my connection completely, I can't seem to get any support.    Patience has well and truly worn thin with this, the fact we can't be given an explanation of whats happened and an eta on a fix is rediculous. Working from home, my wifes online business, home schooling is all impossible currently. My daughter also has a disability and due to COVID most appointments are currently done via Zoom... She is unable to take part in those now which has been detrimental.   At this point I am very regretfull for signing up to TPG, customer service has been very poor. I've been told "we are working on it around the clock"....Funny that..I still have no connection or answers. I contacted NBN directly, who advised the issue was with TPG who cannot provide required details!   As of now I am taking my complaint further, as TPG has been unable to resolve this issue.   ... View more

Hi @Michealb , we sincerely apologise for the inconvenience this is causing you. Please send us a private message with your TPG customer ID, username and complete address so we can pull up the account and help get to the bottom of this.   To send a PM, please refer to this link: How do I private message (PM) in the community  ... View more

Thanks, I have sent a pm. ... View more