@Shane ,   Thanks for passing this on to the Complaints Resolution Manager - but unfortunately they were no help at all. In fact they made the matter worse.    The Complaints Manager promised that the landline and internet service would be re-activated today. Indeed, a Telstra technican showed up at my residence bright and early. But the technician said he was not intending to fix my landline, he had not been told about that. He had been told to fix a fault at the building next door.  This seemed to make no sense.   Then a text message arrived from TPG, saying that the repair date was now pushed back another 2 days, meaning the service would be inactive for a FULL SEVEN DAYS since reporting it to TPG.    I called your Complaints Manager who insisted that the service WOULD actually be installed today, that the text message was sent in error,  and that he would call me back within an hour to reconfirm this. I prepared for re-connection to occur, but the promised call from your Complaints Manager never came.    I called his office, only to be told he was no longer in charge of my case - but the person who was could not be reached. I was promised another call back. But that call never came either.   I called yet again - I got through to an incredibly rude TPG worker - UserID: 12557 - who told me that if I wanted to the service restored I should call the ACCC or write to Parliament!    At the end of the FIFTH DAY without essential services of landline and internet, and having had one of the worse customer service experiences in recent memory, I am left wondering how it is TPG remains in business. The ideology of every staff member I spoke seems to reflect that they simply do not care about the customer experience. Generally speaking they have been dismissive, rude, and robitic.   I hope others considering TPG will not make my mistake - that they will read the fine print and realise that saving a few bucks on a slightly cheaper landline and internet service can result in huge costs down the track when essential services provided by TPG stop working. When there is no way to persuade TPG to do the right thing and look after its customer or take actual steps to fix anything. ... View more

@Shane    Thanks for offering to raise the issue with a Complaints Resolution Manager.   However - could you explain exactly what this will achieve? I already made a complaint following the proceedure on your website and here is the response I recieved -    Dear Dean, Thank you for your email. I apologise if this issue has caused inconvenience. Please be advised that your connection issue has been forwarded to the Technical Escalations Team. Kindly await further correspondence from them within 24 hours. We appreciate your patience regarding this matter. Please let me know if I can assist you further. Kind regards, Jay | Customer Service | UserID: 14954   AND YOU KNOW WHAT? There was no correspondance recieved as promised by Jay after 24-48 hours.    Eveyone who has communicated with me from TPG has said exactly the same thing as you have - but no one has offered an actual solution.    Please advise.  ... View more

@Shane    Thanks once again for copying and pasting text sent to me 3 days ago re the outage on my phone and internet which is still not fixed. Really means a lot.    However, there are many other things you can do to resolve the situation for me - which do not involve blaming Telstra.    Please let me know if you are prepared to help by providing a replacement device during thr outage or waving fees for a service not working?  ... View more

@Shane ,   Once again - you have pasted here the exact same text I recieved three days ago from TPG when the phone and internet stopped working. Thanks! Yet, it is still not repared.    Could you let me know if you are able to do any of the following -    1. Provide a replacement device so I can use the phone and internet 2. Waive the monthly fee you are charging for access to a phone and internet service that doesnt work 3. Waive the early contract termination fee - so I can sign up with a service provider that actually cares about providing service.   Your compeditors would do these things.    This conversation remains relevant to the topic of this post becaue - as the subject line says - I too have absolutely had it with TPG.       ... View more

Hi @Shane    Thanks for your above post, in which you took the time to copy / paste the exact same text I already recieved from TPG 3 days ago when the phone and internet stoppeded working.    Other service providers - your compeditors - take action to help customers when essential servies of phone an Internet stop working. Some of these would include -    1. Providing a replacement device which enables the customer to use the phone and internet 2. Waive the monthly fee you are charging for access to a phone and internet service that doesnt work 3. Waive the early contract termination fee - which in my case would allow me to sign up with a service provider that actually cares about providing service.   Are you prepared to do any of these things for me?   Because the fine print of your Terms and Conditions requires all TPG customers to waive their rights to the legally mandated Customer Service Gaurentee you are not LEGALLY obliged to do any of the above. But if your concern was provding a good service to your customers and treating them with respect and empathy, then you would do them.   I'm not sure if you're a bot or a real person, but if you are a real person, surely you can see that the service and solutins you are offering - in a situation where customers have no access to the phone or internet for FIVE DAYS - is absolutely inadequite.    There is much more that you can do in this situation than simply blame Telstra.     ... View more

@Riezl another day without phone and internet, no reply from you or anyone at TPG. This really is a horrible way to treat your customers. ... View more

@Riezl do you have any updates please?   Did you recieve my PM? ... View more

It gets worse once you're an actual TPG customer. Try getting them to fix service when it stops working. Impossible. I'd quit while you're ahead and pay a bit extra for a service provider with a bit more empathy for the customers' experience.  ... View more

So dissapointing to see many TPG customers without working phone lines. Phone and internet has been down for me for more than 30 hours. I am getting the same uselss platitudes from customer service "the issue has been escalated" - but it doesnt seem like anyone at TPG cares enough to actually work on restoring the service.    I will take your advice and complain to the Ombudsman as well.  ... View more

Yes, I am also finding TPG atrocious. I have internet, no phone for more than 24 hours, customer service doesn't care, promised updates never come and the ETA on a repair is rediculous. I will strongly consider switching to a more reliable service. ... View more

Experience with TPG is very poor and I would not recomend. My understandig is that when you sign up with TPG, you waive the Customer Service Gaurentee, meaning that TPG can take as long as they plesee to fix your phone line if it goes down.  (https://www.tpg.com.au/terms_conditions/tpg_voice). TPG rent the phone line from Telstra but in my experience seem completely incapable of communicating with Telstra effectively or persuading Telstra to rectify faults. In retrospect I wish I had signed up with a company that honors the CSG because being stuck without phone and internet for days on end is incredibly disruptive.  ... View more

Hi Riezl,   Thank you for your reply to my post. I have PM'd you as requested with my details.    It has now been more than 24 hours without phone or internet access. Having called TPG today again I am no closer to an ETA for the restoration of these essential services sooner than 5 days, nor have I been given any further information about what - if anything - has been done about the matter.   This is an infuriating situation which is compromising security as well as my ability to earn money.   Please restore phone and internet access to me immediately.  ... View more