TPG Broadband

Dropouts and bad customer service – I reported that the internet connection was dropping out most days around 10am for a few minutes. I have access to WAN iface history to see the outage. It got a support ticket. Then a couple of days later I got two calls on the same day, neither were understandable due to suck poor english and a bad quality audio. I also got SMS's saying the… Read more

service was repaired, though I still got a dropout on the same day. I then tried to ring TPG support and was on hold for over and hour and a half before giving up waiting. I then cancelled my account of over 15 years. TPG is now crap.

Absolutely no response from customer service despite the uptenth email I had written to them complaining that I had no internet with 12 hours of being connected. Numerous phone calls to customer services with waits well over 1 hour. Call backs never occurred despite the message saying I would not loose my place in the queue. I was told on more… Read more

than one occassion that my case had been escalated upwards, but no folliw up communication with TPG was received. When I tried to cancel the non service, they tried to unsellable a different service!! I never want anything to do with TPG ever again or their appauling service. If I could have given them a minus score I would have. Test speeds were appauling during the short I did have a connection.

I recently had a truly disappointing experience with TPG Broadband's home wireless service, and if I could leave a negative review, I absolutely would. From the outset, the connection was very unreliable and spotty at best, often dropping out entirely during crucial moments. Customer service was equally frustrating; when I reached out for help, I… Read more

faced long wait times and unhelpful responses that left me feeling completely ignored.

To make matters worse, the speeds promised were nowhere near what I was receiving, making everyday tasks impossible. It became so bad that speed tests often failed due to the extremely low speeds I was experiencing. Overall, my experience with TPG has been nothing short of atrocious. It's hard to believe that a compaI recently had a truly disappointing experience with TPG Broadband's home wireless service, and if I could leave a negative review, I absolutely would. From the outset, the connection was very unreliable and spotty at best, often dropping out entirely during crucial moments. Customer service was equally frustrating; when I reached out for help, I faced long wait times and unhelpful responses that left me feeling completely ignored.

To make matters worse, the speeds promised were nowhere near what I actually received, making everyday tasks impossible. At times, I experienced speeds as low as 46 kbps, which is far below the 5 Mbps that is typically considered usable. It became so frustrating that speed tests often failed due to the extremely low speeds I was encountering. Overall, my experience with TPG has been nothing short of atrocious. It's hard to believe that a company could provide such subpar service while still charging customers for it. If you’re considering TPG for your broadband needs, I would strongly advise looking elsewhere.

They claim that the speeds are an average of 15/2 Mbps, but I often found myself stuck with speeds of just 1 Mbps down and 0.5 Mbps up.

Edit: I found a better provider.ny could provide such a subpar service while still charging for it. If you’re considering TPG for your broadband needs, I would strongly advise looking elsewhere.

They claim that the speeds are 15/2 mbps avg, but I had experienced 1mbps down and 0.5 mbps up

Edit i found a better provider

If I could give a negative review - I would and I'd gladly pay money to give such a review! Been long time customers without any issue until last week when our NBN service was unprovisioned without warning or reason. Bills were paid on time and there were never any issues on our side. As of writing it has been 7 days without NBN service. Abysmal… Read more

customer service, even tried to hustle/gaslight us to paying for their mistake.

Cutting a long story short: - Multiple calls (+7 calls) with long wait times or durations (>1hr calls) that went from department to department, each time having to authenticate and re-explain ourselves each time because the staff obviously just handball the inquiry to the next and no one knows what they're doing. We talked to Relocation, Billing, Customer Service, Technical, Engineering. We know all the guys, they love us!

- Fault was due to neighbours signing onto NBN, which also happened to be with TPG. Our service was incorrectly and erroneously unprovisioned to provision their service as we both live on a subdivided property. We have mentioned this to TPG many times and each time it has fallen on deaf ears.

- We were 'escalated' to the Relocation team which advised us that a Relocation fee was in order and they would sign us to new contract at the 'new address' which was at a signficantly higher cost to what we ordinarily paid. We did what any sensible person would do and refused their kind offer. After all, why should we pay for their mistake?

- Both Technical and Engineering teams have said on multiple occasions that they'd call back to redress the issue. Never once received a callback from TPG. In fact, we had to chase them up with a call nearly daily to ensure they were kept on task and again each time having to re-explain the issue again and again and again...

- Technical team at one point said that our connection was active and went as far as to gaslight and blame us for the fault in the connection. They mentioned that the NBN connection was already provisioned onto UNI-D Port 2 which was incorrect. Upon learnign that we were using a third-party router, they immediately changed tack and blamed the issue on our use of this router. For reference, we had been using this router successfully prior to the disconnection. Out of curiosity we went to the our neighbours and checked their NTD box. Lo and behold, both of their UNI-D 1 and 2 ports were active! Port 1 was running at the neighbour's specified speed (25mbps) and UNI-D 2 was running at our speed (50mbps). See attached images. So not only had they fumbled our connection initially but they had also fumbled fixing the issue! Incredible! For additional context, this was despite us providing them images of the S/N of our NTD box along with evidence of our residential address.

So at the conclusion of writing, we are still left waiting for TPG to fix our service.

My advice, pay the additional service fee and go to a reputable brand that knows what they're doing.

If you're on a TPG service and not having any issues, bless your cotton socks because the day will come where you will rue the day you signed up to TPG.

Mums been trying to get internet set up for last month, TPG are useless and keep saying the modem is connected to internet on their end and that it’s a router/wifi issue. Mums paid for over a month of internet with no access, she was on the phone daily with them to get it resolved, I just spent 45min on phone with tech support, they ignored me… Read more

when I asked if the cut cable has anything to do with, after confirming setup is correct they are finally going to send a technician out to premises. Check the photos - the problem is pretty clear to me, TPG rather charge mum for the internet, say the same thing (it’s the modem or wifi, we see modem is connected to internet) and leave us with no access rather than send a technician out

I have NBN and on the 50mbps plan they also called me about upgrading to fibre and when i said no im happy with what i got they limited my speed to force me to upgrade. Before the phone call my speed was good, and after the phone call my speed is terrible so much that i cant even browse the internet. What a scam. Show details

After 20 years with TPG I’m leaving. Since March 2025 my HFC service has been unstable and unusable during peak times. I replaced my router, NBN modem, coax, isolators and even upgraded all cabling — no change. The last NBN tech finally confirmed the real cause: noise on the street HFC cable that needs replacing. TPG kept insisting “no fault”… Read more

because the modem shows online. They ignored PingPlotter evidence and kept repeating the same resets. Even Level 2 said they couldn’t see my emails, so I don’t know if the evidence was ever attached.

I lodged a TIO complaint — the service worked briefly, then failed again. They offered a refund credit which doesn’t cover months of wasted time, lost productivity and frustration.

The most serious failure: when I had an injury at home and had broken my phone, I could not dial 000 on the home line because the service was down. TPG did not treat this as serious or urgent, even after being told.

Final straw: on a support call the line dropped repeatedly and the agent still claimed she saw “no outage”, even when I powered the NBN modem off.

After two decades of loyalty, I’m done. Bye bye TPG.

I transferred from Origin Energy Internet to save $40 a month. The process of signing up was simple, from there a completely frustrating and time confusing process to actually get my service working. Firstly TPG call everything a modem and dont make any distinction between VDSL2 modems for FTTN and routers for FTTP Upon signing up, the… Read more

confusion begins. You get a double up of communication via text and email. All of which is contradictory. Messages advising the service will be activated in two business days, then immediately after "we can't see you online. I signed up on a weekend so this didn't make sense.

The message kept coming all weekend. Monday I tried connecting using username and password credentials and their BYO generic instructions. No internet. Rang support to confirm everything I had entered and setup was correct, still nothing. I was advised I needed a VDSL2 modems for FTTP which is simply incorrect, yet TPG service stuck to this supposed requirement for my first two calls to support. Ridiculous for the user to educate TPG support on the actual requirements for FTTP.

Thought I'd give support one more try and finally got someone who advised TPGs set up instructions are wrong, and they've know for a very long time.

Unlike their own online instructions, you need to use UNID-2, not port 1 on the NBN FTTP box. This is something I questioned on my first calls with support, them affirming Port 1 was the only active port.

My service is operating and I'm getting the speed relevant to my plan so no complaints on that front.

However reliability of their system isn't great. The app says I'm not connected, my password keep expiring due to some "temporary password" glitch, and largely, their off-shore support team are useless.

If the password issues keeps up I'll be leaving quickly as I have security systems and list of smart house IOT services that rely on a stable connection.

This has been, without doubt, the worst customer service experience I have ever encountered. I am an FTTP customer who sought to switch NBN providers for a better deal. I chose the 500 Mbps plan advertised with TPG at $64.99 per month for six months, then reverted to $94.99 thereafter. Unaware they were going to do this they took one month… Read more

payment in advance. 3 days later, I received an email advising that my service was now active on a different NBN Port to my then current connection, but after much trial-and-error switching ports on the NBN box in the garage, it still wouldn’t connect.

I then called the technical support line. After around half an hour of troubleshooting, I eventually had to access my router settings and manually change the connection type before it finally worked. During this process, I mentioned I would run a speed check to the technician. I was then told that my plan was listed as 50 Mbps for $64.99 per month, then $84.99.

I immediately pointed out that I had signed up for the 500 Mbps plan as advertised. I was then transferred to another representative who said they could change my plan—but only if I paid another month in advance at $94.99, after which it would drop to $64.99 per month. I explained that this contradicted the advertised offer and that I had already paid the initial $64.99.

I was then told that the promotion was for new customers only. I reminded them that I was a new customer, as this was my first connection with the company. The representative insisted otherwise because I was “changing plans,” which is absurd. After going in circles, I requested to cancel the service. I was transferred again to another department, but the call disconnected before anything was finalised.

To make matters worse, TPG has since emailed me advising that I will be charged a further $21.45 for cancelling. In total, I will have now paid $86.44 and received nothing in return.

This entire process has been misleading and unprofessional. Based on my experience, I believe the company’s conduct borders on fraudulent. If TPG takes issue with that statement, they are welcome to challenge it. At no point during the connection process did TPG outline the arrangement plan details, nor did I enter any agreement with them. They took my $64.99 upfront, and are now demanding a further $21.25 for me to cancel.

It's interesting to note that the two plans NBN500 and NBN50, despite one being 10x faster are priced the same. Then they charge you to change when you realise they've put you on an inferior plan. I have kept all correspondence from TPG, and I look forward to taking this to the telecommunications ombudsman if I do not receive a full refund.

We were without Wi-Fi for four nights and five days. Despite calling several times, we were repeatedly transferred to different people, and no one fixed the issue. Finally, on the fifth day, the problem was resolved. I left a review on TPG’s Facebook page, and their team contacted me. I requested a bill adjustment for the period we were without… Read more

internet. I would rather donate that money than pay for a service we didn’t receive. However, TPG claimed they had already contacted us and “cleared things up.” This is simply untrue. When I pointed this out via Facebook Messenger, they changed their statement, saying they tried to call us. So first they claimed the issue was already “cleared up,” but when I challenged them, they shifted the story. It feels dishonest and unprofessional. After reading many other negative reviews on their Facebook page, I can’t help but agree, this was the worst customer service experience I’ve ever had.

Paying for 100 mb plan and hardly getting 6mb . My previous internet provider didn't have any problems Only went for TPG because cheaper now I know why Show details

I signed up with TPG for their 5G Broadband service and it has been nothing but problems. They somehow managed to open two accounts for the same property and charged me twice. Trying to sort this out with their overseas customer support was a nightmare – long wait times, staff reading from scripts, and no real solutions. The cheap pricing looks… Read more

attractive at first, but it’s honestly just a trap. TPG uses Vodafone’s network and assured me I had strong 5G coverage in my area. They recommended the 5G Premium plan, promising speeds of up to 100 Mbps. In reality, the service constantly drops out, making it impossible to rely on for business or even basic streaming.

Every time I called, the only advice they gave was to move the modem closer to a window. That’s not a proper fix and certainly not what you expect when you’re paying for a premium plan.

This service has cost me time, money, and caused endless frustration. It’s unreliable and misleading. I honestly don’t understand how a company can continue operating like this in Australia. The ACCC and ACMA really need to step in and investigate their practices.

Save yourself the stress and avoid TPG 5G Broadband.

If I could give no stars I would. I was not getting the speed I was paying for, each time I was told to disconnect all devices and restart my modem, I am not doing this everyday multiple times a day just to get close to the speed I am paying for when I never had this issue with my previous provider. The day after I signed up and was connected I… Read more

called TPG and told them I was not happy with this service and this is my 30 days notice for cancellation this being on the 17/7/25 so the cancellation would be finalised 16/8/25. They didn’t send any confirmation of my cancellation just stated I may be charged for the final day of my service from the 16th. I have told them after this call I am switching back to my old provider they advised they’re sorry to see me go and that was that. I switched back to my old provider to get the speed I pay for and they have connected my service back 31/7/25. I have then received an email from TPG advising I have ONLY NOW requested a cancellation and will be charge $58 for the cancellation and the service will be cancelled 29/8/25. To my dissatisfaction I called TPG today to give them the benefit of the doubt to resolve this. They advised I am RIGHT I have requested cancellation on the 17th and as such it would be cancelled as of the 16th of August, however APPARENTLY because I connected with my previous provider the disconnection date has changed and the 30 days has restarted from the 31/7/25. I advised this is unjust considering I already requested to cancel I have given my 30 days notice the day after paying so the 30 days ends on the 16th and there is no restarting it, they informed me “ due to not staying with our service till the 16th we have charged you from today for the next 30 days “ are you kidding me right now. I asked to see in writing where it stipulates that and all they could refer to was “ you have to give us 30 days notice “ I am quite upset at this point, I advised not ANYWHERE does it say during the 30 day cancellation notice period are you allowed to connect with another provider or the 30 days restarts. After telling them legally this is BS they advised they will refund the $58 once the charge goes through. Not good enough. I provided feedback that this is ridiculous, it’s not in the terms and conditions like they keep saying it is, if you aren’t allowed to transfer your service until the cancellation period is over then this needs to be stipulated as legally they have no right to do this as there is NO LEGAL AGREEMENT regarding this. They kept going back and fourth saying it’s in the terms and conditions it says “ you have to give 30 days notice “ THAT DOESNT SAY ANYTHING ABOUT NOT BEING ALLOWED TO TRANSFER TO ANOTHER PROVIDER OR YOULL HAVE THE 30 DAY PERIOD RESTART FROM DATE OF TRANSFER. I was sick of the excuses and ended up hanging up. PLEASE SAVE YOUR MONEY, TIME AND SANITY, go with another provider, TPG are by far the most incompetent company I’ve dealt with and are practicing unlawful tactics.

Been on the 100 plan for a a year, started off ok but the last 2 months it has been terrible. Have been complaining for 2 weeks now, our download speed has dropped to 17., then Sat night it dropped to .2 So along way from 100. Keep getting the run around only to be told we are waiting for an update fron NBN. It is garbage the lip service TPG are providing me & definitelywould not recommend them. Show details

POSITIVE - Switching from NBN 50/20 to 5G Home Plus. - Very quick modem delivery and activation, 1 day. - Follow-up call to customer before terminating NBN service. NEGATIVE - The Nokia Fastmile Modem/Gateway 3.2: - Internet connections were unstable and dropped off while the modem's 5G signal indicator was GREEN and Wifi connections were… Read more

STRONG. - The modem needs to be manually rebooted everyday or two to do its jobs.

POSITIVE - Switching back to NBN: - The switch back process went smoothly with an-hour call because my NBN was still active. - TPG sent me 2 e-mails and 1 SMS to confirm that the 5G home plus was cancelled and I was back to the existing NBN plan and TPG WILL email me for a LABEL and instructions to return the modem.

NEGATIVE - Customer Support/Service: - TPG Support did NOT inform me when they had a technical problem on generating the RETURN-LABEL. - They did NOT reply my email reminding them of the label and instructions. - The support representative, HARSH, DISREGARDED my Customer/Case Reference Number and simple inquiry: "I HAVE NOT RECEIVED THE EMAIL FOR INSTRUCTIONS TO RETURN THE MODEM and I HAVE the CRN". - She was very rude, incapable for customer service and wasted too much time for both TPG and the customer on a very simple status check-up. She should have taken the CRN, checked for its status and said: "I am so sorry for your inconvenience, Sir! We have had a problem generating the return-label. We'll email/contact you within 24 hours and please disregard the previous email." - It's funny that she changed her tone more politely AFTER I asked for HER NAME and the call reference number: 77284446 at 2:50pm this afternoon 23/05/2025. - TPG SHOULD NOT send the email about the returning date DEAD-LINE before sending the RETURN-LABEL. This is EMAILING SYSTEM DISORDER and TPG has to take it seriously.

Please keep it in mind that: "It takes 12 GOOD customer services to balance out 1 BAD one."

Been on FTTN for last 2 years with TPG at this location, prior on FTTP in Adelaide 2 different locations. Always a good service and problems handled (eventually). Now FTTP has arrived here in country SA and I am the first in the street to take… Read more ·  1

advantage of the free FTTP upgrade. It all went very smoothly and luckily the old copper was removed to allow new fibre to be installed in the street conduit. No ODU and the std 4 port IDU was installed. Activation/NTD upgrade took 10-15 minutes then the modem/router was changed from DSL to WAN and it was operational. Very solid service and looking forward to the 19/9/2025 free upgrade by NBN/TPG to 500/50. Overall pleased with TPG but disappointed that for loyalty there is NO reward while advertising free months or discounts to attract customers. They assume we are that loyal we wont change, at their peril! Finally we are getting speeds that we pay for!

Terrible terrible Router. We had TPG for years and the service was very intermittent, so we went for an NBN upgrade, service still terrible. The speed was in the 10's rather than the advertised 500MB and it cut out and needed rebooting every day, sometimes multiple times. So we went to a Telstra NBN using the old Router. Initially the service… Read more

was no better, so we bought the Telstra Router, and WOW what a difference, the speed sits at 500MB+ all the time and we haven't had to reboot yet, and its been a month. The TPG Router is absolutely terrible, so if you're having the same issues as I had, switch to a provider that gives a decent Router.