TPG Community

garoser · ‎31-05-2021

Our NBN connection has been dropping since April 26 and is now not working at all after over a month. The whole process to get this fixed by TPG has been tortuous, time consuming and infuriating. I have had to take multiple days to be at home for continual no shows. So far 6 appointment no shows, one cancelled without notification and a technician who showed up without notice. 26 April 2021 TPG appointment scheduled between 1PM and 5PM. NO SHOW. 29 April 2021 TPG technician attends. Fiddles around with connections. No improvement. 10 May 2021 NBN Technicaian appointment between 8AM and 12 midday. NO SHOW. 11 May 2021 NBN Technicaian appointment between 1PM and 5PM NO SHOW. 14 May 2021 NBN Technicaian appointment between 8AM and 12 midday. NO SHOW. 14 May 2021 NBN Technician appointment rescheduled between 1PM and 5PM. NO SHOW. 18 May 2021 NBN appointment SMS received late at night for 19 May 2021. Declined due to short notice. 19 May 2021 NBN Technician calls at 3:37PM to aounce he is at the house. NOT SCHEDULED. NOBODY AT HOME. 21 May 2021 NBN Technician appointment scheduled beween 1PM and 5PM. CANCELLED late the night before by NBN 29 May 2021 NBN Technician appointment scheduled between 1PM and 5PM. NO SHOW. I am tired of hearing "We understand", "It isn't TPG, it is the NBN", "We will call you back", 'We have escalated this' - it just seems to never end. Please stop telling me about the problems you have with your supplier. I pay TPG, not NBN, although this is likely to change in the near future. When you say you will contact me or call me back, do it. OK, TPG sent me a SIM to establish an alternative 4G connection, but what do I put it in? Am I supposed to buy a 4G modem or make my phone inoperative to get around the problem with the NBN connection? Sorry, I don't have spare 4G modems laying around my house. Why should I be paying for a service which isn't working? How can anyone expect me to continue to spend working days at home where the internet isn't functioning and nobody shows up? I actually believe that the fault is probably known and understood by NBN, so they know there is no point in sending a technician. Once they do, the fault wll have to be admitted and perhaps NBN will have to acknowledge they have no solution or will have to spend money. Raised a complaint with the TIO.

garoser · ‎20-05-2021

And this continues, with no resolution in sight. The days of waiting, promised calls that don't eventuate and now an NBN technician who just shows up unscheduled and unannounced when nobody is at home. 5 May 2021 appointment between 8AM and 12 midday. NO SHOW 10 May 2012 appointment between 8AM and 12 midday. NO SHOW 11 May 2012 appointment between 1PM and 5PM. NO SHOW 14 May 2021 appointment between 8AM and 12 midday. NO SHOW. NO CALL. Called TPG 12:30 Told to wait at home. Told NBN technician will call. NO CALL Called TPG 14:10 Told to wait at home until 5PM - technician running late. Promsied a callback with update at 16:00. NO CALLBACK Called TPG 16:15 Told to wait at home until 7PM - technician running late. Spent 58 minutes waiting on phone to escalate with supervisor. Promised at 15:18 that supervisor would call me back in one hour with technician update and complaint process. NO CALLBACK Contacted by Toni(?)(supervisor) at ~19:00. Promised to follow up with NBN and get back to me same night or following morning at the latest. NO CALLBACK Toni offered a wireless solution to get us through 3 months. 17 May 2021 Called TPG at 13:30. No information available from NBN. No explanation of why there was no callback from TPG on Friday or Saturday. No plan except to wait for NBN Co to update their case. Requested an update tomorrow, Tuesday, and number was confirmed and a callback promised. NBN connection dropping through early afternoon. 18 May 2021 8:30PM text from NBN offering NBN technican between 8AM and 12 midday 19 May 2021. Not seen until next morning. 19 May 2021 Appointment scheduled for Friday 21 May 2021 between 8AM and 12 midday. Call from NBN Co. technician at 15:37. "Is someone at home, I am about to visit?" Unanounced, unscheduled. I requested that he work up to the external wall box and call me back with any results. NO CALLBACK. Called TPG at 15:44. No information available. NBN technician still booked for Friday morning, no booking for today. Will call me back with further information. NO CALLBACK.

garoser · ‎14-05-2021

I am now waiting on an NBN Co. technician for the fourth time. Countless promised callbacks have not materialised. Today I have been waiting 8 hours. WHAT DO I HAVE TO DO TO GET REASONABLE CUSTOMER SERVICE? The diary so far 26 April 2021 TPG technician appointment between 1PM and 5PM. NO SHO 29 April 2021 appointment between 1PM and 5PM. TPG Technician attends and assigns problems to NBN Co. equipment or wiring. 5 May 2021 appointment between 8AM and 12 midday. NO SHOW 10 May 2012 appointment between 8AM and 12 midday. NO SHOW 11 May 2012 appointment between 1PM and 5PM. NO SHOW 14 May 2021 appointment between 8AM and 12 midday. NO SHOW. Told to just keep waiting. Promised a callback at 4PM and that time has now passed. I I cannot continue to take days to wait. It is so disrepectful to not even call me.

TPG Community

About garoser

NBN dropouts continue after more than a month

Re: Delays on some NBN installation and fault appointments - May 2021

Re: Delays on some NBN installation and fault appointments - May 2021