Called myself to check.   The order is with the admin team, they have had a high number of requests and they are very sorry for the delay ...    I wait 12 minutes ....   They are processing now .. I will receive an email ..   2 minutes later .. email received ..   The equipment will be dispatched in 2-3 working days. We will email you again when the goods are shipped.   So how long would of this have taken if I had not called ?? .. And now best case scenario I may have a service running again in a week or so ..    So that will be 17 - 19 days without a service, will I get an automatic refund for the non service ?  Of course not.       ... View more

Just like to add some more.   We did have a TPG engineer call promptly and he was really patient with my mum, who is in her 80's, and she was really happy with the service he provided.   Unfortunately he could not assist over the phone and a TPG tech. was required to attend.     The TPG technican came today, within 48 hours of the request, and again he was really nice to my mum and very helpful.  He explained as much as she could understand and again she was very happy with the service.   Problem is, we need another NBN Technican to come out now, the TPG guy got the request in straight away but we now need to wait on NBN again.   This is the problem, and I know heaps of people are experiencing this.   People are forced onto the NBN and it's okay for younger people as they always have a mobile but a pensioner cannot afford the expense of a mobile and the NBN as well.  My mum now has been without a phone for 5 days again and no end in sight, this is very stressful for her and I suggest many people in her situation.   Anyway thanks to TPG, I have been upset with your company while this saga has been going on, but your service compared to the NBN contractors has been quite good, very hard to get through on the phone lately which is disappointing, but I understand better now that many of the problems are out of your control.         ... View more

We did have the internet and phone working for 2 weeks but again more problems.   Since approx. 9pm Thursday night the service has again stopped working.  Almost 48 hrs ago.   Have tried all trouble shooting but nothing is working, and again no phone in or out.   Have tried ringing customer service since lunchtime friday and cannot get through, you are on hold for 20 - 30 mins and then the call disconnects, more great service.   Can someone from customer service / faults / engineering or whoever call the number listed on the account to sort this out once again.   Terry ... View more

Another update ...   Today a NBN Technician came to my mum's premises and told her that the previous NBN Technician made an error and there was a wiring issue and he would be able to fix.   He stayed with my mum for over 2 hours and she now has a landling back and the internet is working, all of this is great news.   However  ... There is still a major issue that I will write it here as I had trouble trying to get the customer service officer to understand.   1.  The original phone number we had with Telstra before we connected to TPG ended in 3063.   2.  The incorrect number ported was 1063.  This number worked but it belonged to another Telstra customer and they wanted their number back as we did ours.   3.  My mum was disconnected from 1063 but Telstra would not give TPG access to 3063 so we could not connect to this number.   4.  Discussed with TPG and we said we will accept any number, we just need a phone.  A completely new number was provided to us, this ended in 2430.   5.  NBN Technician came today, fixed the error but said number ending 2430 was not valid.  He called 1063 and the original customer that owned this number answered.  He then has disconnected this customer (they have now lost their number twice) and this is back with my mum, she now has the number ending in 1063 again.   6.  As you can see this will still be an issue, we are happy to accept 1063 and just forget the other number but another customer has again been disconnected and they will want this number back, as they should.   7.  We cannot go through this again, 16 days without a phone,  so I need to ask TPG what are they going to do before this becomes an issue for us when the number needs to be returned to the correct customer ?.   Regards.   ... View more

I did receive the phone call from the engineering team, another call from the engineering team and a call from complaints.   I also got a text that a TPG Technician will be attending the premises.  This has occured today.   I got a call from my mum, very upset, she still has no phone line.   I asked her what did the TPG Technician tell her ?.  She said that he checked and then told her that it is not a TPG issue, it's an NBN Co. issue.   Mum told him that NBN had been there and they told her that there is no issue.  The TPG Technician told her that it was not TPG's issue.   Mum told the technician that she has now not had a phone for over 2 weeks, he said he could not help, it's not a TPG issue.   Mum asked what could be done, the technician told her it's not a TPG issue.   I don't know who is telling the truth, but either TPG, Telstra or NBN Co. ,or all, are not providing the correct information.  What I do know is that my mum is a new TPG customer, not NBN Co., not Telstra, so for a technician just to say it's "NOT A TPG ISSUE" 3 times is unacceptable.   Seriously have had enough but what can we do, if we had a phone we could just cancel it all together but my mum needs a phone and we need to see this through.   Just a re-cap, nearly 3 months ago I assisted my mum to sign up to NBN with TPG.  I gave a digit wrong on my mum's number.  I corrected this within 15 minutes of the mistake.  It has taken this long to resolve (well not resolve) 1 digit on a phone number.                 ... View more

2 months and still no resolution.   After countless attempts to get the original number we gave up and asked for any number as part of the solution between Telstra and TPG was to disconnect my mum's telephone.   That was 10 days ago.   I was told this was the easiest thing to do, they just have to request the number from TPG.  I was speaking to TPG but they have to request the number from TPG, this will take 24-48 hours, to request a number.   48 hours later no number, still no home phone.   Call back and there is a problem, TPG didn't bother checking but there is an issue outside the premises but they can get this fixed !! ..  Maximum 48 hours.   72 hours later call back, again TPG didn't do any follow up.  The operator said they need to call the engineering department.  Engineering department have all gone home so you still can't have a home phone, we apologise for any inconvience this has caused.   To fix a simple issue this has gone on for over 2 months now, everytime you call you have to start again, so I am now waiting for a call back from the engineering department.  Will this happen, very unlikely as they have never made contact when they have stated they will and I have had to make a call.   I have never dealt with an issue that has been so poorly managed, the service provided by TPG has been so below what you need an expect from a company like this.  They have continued to offer no solutions and never respond by the timeframes they themselves set.   As I have stated this is my mum's account and this was her first time ever using a service like this and she just wants it all scrapped but we can't until we at least get her a phone back.   I have been a customer with TPG for over 7 years, as soon as this saga is finished I will look to move to another provider.  The service will be similar, all telecommunications services are run the same, but I won't be continuning with a provider that has shown a customer so little respect and continually fail to follow up or make calls that they have stated they will make.    All I can do is warn any other person about the service they are likely to expect if they sign up with TPG.         ... View more

I have been back on the phone with TPG customer service.   They advised that they will try again to port the number but as the number is not active they will get a rejection from Telstra.   TPG will send an email with the details from Telstra.   This is the opposite of what we are being told from the other side, Telstra / NBN.   I have lodged the complaint with TIO as I see that this is going to be impossible to get to a resloution by speaking with TPG Customer Service.  Hopefully a 3rd party can get this fixed for us. ... View more

Okay more info.   No phone call as yet from TPG, not unexpected.   Called Telstra, they told us that the number that should of been ported is now in quarantine.   Telstra do not own this number anymore.   Called NBN, they told us that there is nothing stopping TPG from rectifying this issue, the number is there and can be ported.   So we have progressed nowhere, still. ... View more

Hello Erika,   You are correct, I did supply the incorrect number on the inital call.    Straight after this call I received a text message from your Customer Serivce Officer Mark (12:39pm, 22 Nov) which requests the Telstra Account Number for the port to progress.   I answered this text (12:54pm, 22Nov) .   Hi Mark,   Mums DOB (I suplied this for confirmation) The Telephone Number I gave was incorrect, correct # is (I provided correct number here) And I provided the Telstra account number as requested.   I then received a call on 29 Nov requesting a copy of a Telstra Bill. This was sent to you on 05 December 2018, this also shows the correct number.   Regards. ... View more