TPG Call Centre Support Options Today - Severe Weather Conditions (updated 13/11)

[Krystle]

Update 13/11: Weather conditions have eased in Manila and our call centre teams are gradually returning to work. Longer than usual wait times may still be experienced as we return to normal operations. We appreciate your continued patience and understanding and encourage you to explore the online support options outlined below.

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Dear Customers,

Unfortunately today our call centre teams in Manila have been affected by severe weather conditions - Typhoon Ulysses (Vamco). Many of our team members are unavailable to assist you and you may experience longer than usual wait times.

We appreciate your understanding and patience during this time.

During this time, we recommend the best way to get assistance is through our online self-serve support channels. We've put together a list of popular help guides and solutions below.

• We've released our brand new My TPG app, out now for both iOS and Android. Manage your TPG plan on-the-go with the ability to check bills, update payment details, change your NBN plan, check your connection status, update your details, plus more! Check it out at https://www.tpg.com.au/services/tpg-app

• TPG Community: https://community.tpg.com.au is the quickest place for customer support where you can search for solutions, check help guides and ask questions

• My Account: www.tpg.com.au/account is your secure portal for billing, accounts and payment information and plan changes. Click here for help using My Account

• Make a payment online: Update Credit Card or Direct Debit payment details or Re-try a Failed Payment securely online

• Change your NBN plan online via www.tpg.com.au/account.Or click here for step by step instructions

• Installation help: query or reschedule your installation at www.tpg.com.au/install

• New connection setup help: All our setup guides are here

• NBN outages: Before contacting us, please check for any outages in your area at www.tpg.com.au/nbnoutage

• TPG Support: www.tpg.com.au/support for troubleshooting, setup help, modem guides and more

• Change your mobile plan online at www.tpg.com.au/account. Or click here for help changing your mobile plan 

• Activating your TPG mobile SIM Card: Follow the steps in this helpful article How to Activate your TPG Sim

We appreciate your patience and understanding and thank you for your continued support.

To check our the brand new My TPG app visit https://www.tpg.com.au/services/tpg-app.

Regards,

TPG

[uptimeoz]

Hi Krystle,

How can I report a DSL outage for Fibre to the Node service in Woy Woy?

I've factory reset the router.

It keeps trying to DSL sync but fails every time.

Problem started at 10:05 pm last night.

Thanks

Andrew

[Anonymous]

Hi @uptimeoz ,

We did a quick search for your account yesterday and I think we have the right one here.

Your concerns are now being handled by our Technical Escalations team.

Based on the current update, the issue has been escalated to NBN Co. further details will be provided by one of our Engineers via SMS or Phone call when it becomes available.

Regards,

---

@uptimeoz wrote:

Hi Krystle,

How can I report a DSL outage for Fibre to the Node service in Woy Woy?

I've factory reset the router.

It keeps trying to DSL sync but fails every time.

Problem started at 10:05 pm last night.

Thanks

Andrew

---

[david64]

Hi Krystle.

You have suggested to use Community to search for solutions. In most cases, a moderator asks the user for their details via PM. And that's the end of it. No indication of whether the problem was solved or no solution was found. There is any number of interesting problems. For the 10,000 threads accessible, they can't all be caused by wifi interference or faulty cables. Account type problems involve user privacy so you can't be too open here. For all the technical problems, a short description of the solution would be useful.

[Joseph_D]

@david64 Yes, TPG Community is one of the support channels that we do recommend.

It is correct that some or most account related concerns cannot be made public because of privacy concerns.

For technical concerns, whenever possible that our team or other contributors has found a solution to the issue, we post the instructions on how to resolve them or the steps we've taken to do so for other people's benefit and we also mark it as solved.

Some cases that are not yet marked solved are still ongoing or have no solution yet. I would acknowledge that we can always do better, and we will always endevour that whenever possible without breaking anyones privacy to post the resolution to case that is resolved.

Kind regards,
Joseph D

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