TPG Community

jandostkhoso · ‎25-01-2022

Hello Shane Thank you for the response. I do appreciate your response. The problem I have got with TPG is its lack of respect for its customers. To put things in perspective, I have been calling TPG every day and nobody bothers to contact me for updates. The bigger issue for me is: This morning I was told by the support engineer that a SIM card request is sent for approval which will take a working day to be approved. Once approved, it will be sent within 2 working days. I called the support again at 6:30 pm, and the support engineer informed me that the SIM is not yet approved! (The escalated case is pending for approval since morning and it will be approved after 48 hours!!!). Given that tomorrow is holiday, the approval will be on Thursday, dispatch will be on Friday and I will receive the SIM by next Tuesday in the best case!!! Isn’t that funny that I opened a ticket last Wednesday and I will receive a SIM for 3 months next Wednesday? (16 days out of which TPG knew for 13 days the case requires big infrastructure work). TPG is aware of the extent of the problem and only dispatches me a SIM after 7 days (11 calls to the support, 2 emails to the customer service and 2 posts to this community forum - and this is still counting!!!!) All my work is dependent on the internet; our offices are closed due to Covid! So far I have spend $60 for data package and I will need to spend another $60 for the next few days! The only thing I can say at this moment is I am too frustrated to even think about this case anymore! I have made my mind to switch and after my next billing cycle I will clear my accounts with TPG and will never ever look at this company. I am happy that this incident happened so I got to see whom I am dealing with. If TPG really cares about its customers, it must be shown in actions and not only in advertisement or by saying in words!

jandostkhoso · ‎24-01-2022

I have a similar problem with the 3rd class service I am receiving from TPG. I am calling on daily basis and all I hear is: The problem is with NBN!!! If NBN won't solve the issue forever, TPG is not going to do anything! It is a hopeless company. I joined them 4 months ago but started looking around.

jandostkhoso · ‎24-01-2022

Hi I am writing to express my highest dissatisfaction and disappointment with the level of support provided by TPG. It is been 5 days since I logged a ticket with TPG and I have no proper support or ETA to resolve my case. I have been calling TPG every day without any success. The case is now with NBN but I am customer of TPG!!! NBN has not been able to provide ETA to fix the problem but I see this issue more as lack of willingness to solve my problem by TPG! I know it is NBN who has to fix the line, but NBN is not providing any ETA. Now, why should I care about NBN issues whereas my contract is directly by TPG? Why cannot TPG come with a proactive support so it’s customers don’t suffer? My question to TPG is, if NBN does not resolve my problem for the next few days, does TPG expect me to only wait? Don't I have rights as your customer to have proper internet connection? Cannot TPG provide me with 4G modem so I can at least continue my work? Isn't this responsibility of TPG to care for its customers? All I hear all the time is that "TPG is waiting for NBN"! Is there anything else TPG can do? If I need to wait and wait without any backup plans, why do I stay with TPG? What is so different in TPG if I need to wait anyways??? I have started to look in the market to switch and with your useless support it is better to go with other companies who care for customers. I am logging my complaint here so other future customers get to know TPG and issues they will face by contracting with you. Your management should know about the low level service the team is providing!

jandostkhoso · ‎19-01-2022

My NBN connection is down since today afternoon. I thought it is NBN outage but then at 6:00 I realised it is my connection only. I reported the fault through the app but it seems there is no SLA specified and no one is working on the case. What are the SLA for resolving fault issues? Working from home, I need internet to perform my job. What is the best way to escalate the issue? P.S: all troubleshooting steps are performed including restarting modems few times. Regards

jandostkhoso · ‎13-09-2021

Hello I just signed up with TPG last week and since them starting to get disappointed of my decision. My connection is based in Eltham, Vic. I continousely getting dropouts. I work from home and have many conference calls everyday. However, since switching my connection, with NBN 50, the average speed I get is about 10-20 Mbps which is very disappointing and ridiculious for day time speed and NBN 50. The conference calls freqently drops out. Any help in this regard? See the screenshot below for 16:51:00. In the second picture you see I have timeouts (and it is only for a min). For every of those timeouts, I have 5 seconds of interruptions in my calls which is rediculious!

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About jandostkhoso

Re: Highly dissatisfied with TPG support and the company

Re: Internet not working

Highly dissatisfied with TPG support and the company

Fault SLA

Frequent dropouts on NBN 50 HCF witu 10Mbps speed for a 50Mbps!!!