@Anonymous wrote: Hi @Pij,   In response to your message to one of my colleague.   Good day, may we confirm if you're able to receive an update from our Complaints Resolution Team.   Should you require assistance, you may reply to this message.   Regards,   Only if they can use EMAIL.   Wait ... also, only if they know how to READ. No more contacts from the illiterati, please. ... View more

@Pij wrote: "The assigned case manager will reach out to you via email and works (sic) towards a resolution."   Message received. I don't entirely believe it, but it's received. I was right to disbelieve it. They phoned me this afternoon.   The phone call was productive. My long-unanswered question was finally answered:   Q) Will TPG honour TPG's offer of an upgrade to my previous plan at no additional cost? A) No. That isn't possible. It should never have been offered to you.   An answer at last! It only took ... what was it, 3 weeks or so? Feels longer. I was a bit peeved to be advised that I had "lodged a complaint" when I had, in fact, just repeatedly asked for an answer to a simple question, but ... whatever.   And from that starting point, we discussed the reasons, and from there we considered the options available. With the options presented to me I was able to select a path that satisfied me.   The person promised he'd send me an email including the details of the phone-call, confirmation of my TGP plan selection, and contact details for any future problems.   I haven't reveived the email yet, but I remain hopeful.   I am left with 2 areas of concern about how TPG handles things: 1) Why did it take a few weeks (and a ridiculous run-around with assosicated negative emotions) to answer a simple question? 2) Why is TPG unable, STILL, to use the agreed contact method? Seriously, if a person requests email only, they probably feel very strongly about this (I DO!), so an agreement to contact by email should be honoured!   If TPG wants to treat these 2 issues as complaints, go ahead ... but DON'T phone me about it! I really don't want to talk to TPG again for quite some time, so call a staff meeting and fix these issues internally. I don't want to be a part of it.   I've had enough.   Fix your own problems on your own time, not on mine. ... View more

"The assigned case manager will reach out to you via email and works (sic) towards a resolution."   Message received. I don't entirely believe it, but it's received. ... View more

Jhoey: We've informed our Engineers to communicate with you via Email. Further updates will be provided once available.    Angeli: We'll be in touch via private message when an update is ready.   PM from Angeli: ‎05-10-2022 Hi @Pij,    Your case has been endorsed to our Customer Relations Team for further handling. A case officer will be assigned as your sole contact person for this matter. We've relayed all the information to them for investigation and they should be in contact with you within 24 hours.    Regards,  Angeli       So, having been advised that (A) they'd stick to email, as I requested, for further communications (@Jhoey), then (B) that they'd contact me by Private Message (@Angeli), I've been keeping a close eye on my emails. I was disappointed, but not surprised, to have nothing after 48 hours.   I'm more disappointed (but sadly not entirely surprised) to find an SMS advising that they'd tried to phone me, and asking me to phone them.   Is there an English literacy problem at TPG headquarters? What about digital literacy? Let's try this:   agreedContact=email, email<>phone; email<>SMS; PM<>phone; PM<>SMS; email-num=PM; 0<num<email*0.5   Please contact me by email, as previously confirmed.   ... View more

I'm still waiting for a response:   Does TPG intend to honour their offer of an upgrade to my previous bundle at no extra cost? ... View more

I see your problem, now. Actually, I see your multiple problems.   1) You type with almost perfect English. 2) You raise reasonable points, and expect reasonable responses. 3) You use impeccable logic to formulate your positions and enquiries.   You really don't fit in here at TPG. Have you considered alternatives?     ... View more

I just got off the phone from a call from TPG. They had nothing to say, really, except that this issue was being shifted to the Customer Service department, rather than Technical. However, I was pressured to receive a phone-call. I had to state 6 or 7 or 8 times that I preferred email.   My reason: I no longer have ANY trust in what TPG has to say, and I want everything in writing from now on.   No more phone-calls, please. If you want to discuss this honestly and with transparency, then be prepared to put it all in writing. ... View more

Now TPG, via email, advises this: "Your request to remove the add-on has been forwarded to Plan Change Team."   Let me be VERY clear: I did NOT request to remove the addon! What I DID request was whether TPG intends to honour their own offer to me of an upgraded bundle "at no extra cost." My previous bundle included broadband NBN internet PLUS phone calls, at $69.99.   This should not be too hard. This is my question: Does TPG intend to honour their offer of an upgrade to my previous bundle at no extra cost? According to previous conversations, that included phone calls excluding 13/1300 numbers. ... View more

Thanks, Angeli. However today I received an email from TPG, and it looks like TPG is not going to honour the "upgrade at no additional cost" that they offered me: it seems TPG intends to charge me an additional $20 (monthly? I still don't know) for the phone component, even though that was previously included in my $69.99 bundle.   Please see the email conversation:   Dear Paul, Thank you for your email. The $20 charge is for the Extra Talk bundle. Extra Talk  allows you to make unlimited calls to Landline and Mobile numbers in 15 countries (Canada, China, France, Germany, Greece, Hong Kong, India, Korea (South), Malaysia, New Zealand, Singapore, Taiwan, Thailand, United Kingdom, United States), unlimited Local Calls (excluding 13/1300 numbers), unlimited Standard National Calls to Landlines and unlimited calls to Standard Australian Mobiles. Calls to 19/1900 numbers are not supported. Standard per minute rates listed on our International Call Rates page apply for International Calls to other countries and calls to satellite phones. You may confirm via return email if you would like to remove the Oz Talk bundle. Once removed, your calls will be charged based on our regular call rate. Please let me know if I can assist you further. Kind regards, Rowena | Customer Service | UserID: 15487     I already had a similar deal on my previous account, from which I was receiving an upgrade "at no additional cost" to a faster plan. From what you said, it seems that there is, indeed, an additional cost, which is for the telephone portion.   Please check my records, especially those relating to the "upgraded faster internet plan at no additional cost" which I was offered.   On the TPG Community, the person called Angeli wrote these messages to me:   Thank you Paul. Seems that the voice add on removal is still pending and our billing team has requested it to be removed from the account. Once it is completed, we'll definitely let you know immediately. Expect that this $20 invoice will be reversed soon. Apologies for the confusion caused.    And   You are most welcome, Paul. Don't worry we'll take care of it and we'll keep you posted.   So now I am even more confused than ever before, and more than ever dissatisfied with the honesty and reliability of dealing with TPG.   Please advise whether TPG is going to honour the "upgrade at no additional cost" or not!   Regards     I will further point out that when I was originally offered the "upgrade at no additional cost" I was advised that it covered all my phone calls except for 13/1300 numbers. This latest email mentions "19/1900" numbers, which have never been mentioned before.     ... View more

Update: problem is still ongoing   Problem: Internet essentially unusable (intermittent and unreliable) and VOIP is down more than up (so no usable phone, either) Symptoms: Lack of connectivity (can't connect to any website, on any device, wireless or ethernet connection), 2 red lights on modem (internet and VOIP). After 1 to 3 minutes, the Internet light turns greem, and soon we have internet connection. The VOIP light typically stays red until the next internet failure, which happens within 5 to 10 minutes. Rarely, the internet connection continues for 15 minutes or so, and the VOIP red light becomes green. Sometimes websites won't connect, despite no red "internet" light. In these cases, repeatedly retrying often is successful. Note: The issue is NOT related to LAN or WLAN; we can connect to the modem, but NOT to the internet.   2022 September   17 Saturday 24 hours 18 Sunday 24 hours 19 Monday 24 hours 20 Tuesday 24 Hours (came good at midnight) ... 23 Friday 1600 - (ongoing: the VOIP red light tonight is permanent, but the "internet" red light is seemingly related to new attempts to connect to the internet.) 24 Saturday Still ongoing ... View more

Problem solved through frustrating series of phonecalls to TPG "support".   (Having trouble sending this message due to intermittent internet connection: see recent post from me.) ... View more