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Both customer service and internet is crap
Been a tpg customer for so many years but their lack of customer service and internet quality is so bad . Hard to get disconnected as well . They are just after your money
- NBN 12
- Verified customer
It keep dropping out.
Very slow that even take 3 sec to open google.
I can't even open an image.
No sure how are other providers.
This service is not reliable at all.
Extremely dodgy when you cancel
I decided to swap over to MATE after great reviews and competitive price, and thought that the cancellation would be handled automatically like a mobile service. MATE sent through a churn request, so I believe there's no way TPG couldn't have known I had swapped, but they charged me for another month. I then tried to cancel the service through their website, and could not find a single bit of info or any links about cancelling, which doesn't seem right. I emailed them and said they require 30 days to cancel for 'security reasons' from when I let them know, which means I fall into another month of billing. So, a possible $120 for no service. This is what I get for being a loyal customer for 10 years. Avoid at all costs...
As a TPG customers who have been with them for many years I have always received excellent service. Recently moved from the 12 Mbps to the 50 Mbps. Was not happy with the speeds so contacted TPG. Within one week a technician has been to my house and provided me now with speeds from 35 to 43 Mbps up from the original speeds averaging 25 Mbps. This recent service has been like all the other times I have had to request help from them quick and efficient.
If you could give no stars, TPG would be a prime candidate! AVOID TPG
What a failure in all areas! From their overseas call centre where it takes half an hour or more to get through, to their slow non speeds which regularly drop out and to add insult to injury, they charge for services not supplied and refuse refunds when requested. This awful carrier should be avoided at all costs. We just changed to Aussie Broadband and they've been awesome compared to TPG. TPG are misleading, dishonest and have never ending problems, we wished we'd changed form TPG sooner. Not worth the savings, what a headache!
Not recommended! Customer for 3 years and felt let down.
I've been with TPG for 3 years and wished I had made the switch sooner. There is always a long wait for support and they ask you the same questions repetitively and don't really listen to the essence of your enquiry. Customer service is like them playing 'pass the buck' game. I remember writing an email letting them know about plans to switch mobile plans, but I truly wanted to stay with them and they pretty much threw me under the bus and sent an email saying: 'I believe our product is competitive...' again, not listening to loyal customers fe...edback and sending out generic emails. Internet been down for 3 weeks and they are always blaming other people. The worst is to come, they were proactive to get me on a NBN plan (from ADSL2), super quick and contacted me out of their own initiative. But when I wanted to cancel had me on the phone for 4 hours. Disconnected 3 times and promised a call back in 20-30mins which made me call back after waiting 1.5 hours. After all that they tell me I have to complete an online form and they couldn't complete over the phone. What I don't understand is why couldn't the first person tell me that instead of transferring me through 5 different people to tell me this. I don't understand, perhaps a strategy to keep current easy-going-customers trap in their contract by creating as many obstacles as possible. I'm not letting TPG push me over again, to be fair their internet was very slow (be lucky to get 3mbps on ADSL2, was advertised 12mbps). So when they say their service is good value for money I have to strongly disagree. Save yourself headaches and time by going with another company that will show their customers more respect and listen to your feedback.
1 star rating is being generous. Cancelled TPG phone add on almost 2 years ago which TPG continued to direct debit monthly. When I called the Customer Service team i was advised i would receive a call back within a 48hr timeframe as an investigation needs to be conducted. No call received and called to follow up a week later, I was advised by the lady I would receive a call in 1 day, again, no call received. I made another call to follow up mid week (3 weeks had passed at this point) only to be told i would receive a call within 48hrs as an inv...estigation needed to be conducted. Lodged a complaint with TIO so a refund could be issued. I called today to cancel my service with TPG only to be placed on hold while the CS operator speaks with another department and was hung up on. Now, I have to call back and wait in the queue for another 10 minutes. The service is terrible, our NBN has been dropping in and out the past few months. Stay away. Heading over to Tangerine which have good reviews!
- Fibre To The Building (FTTB)
- Verified customer
FTTB (TPG's fibre - not NBN)
The switch from iiNet to TPG was very easy and amazing!
TPG's own fibre product is reliable and usually fast. better value than iiNet.
Whenever I have had issues, the support team have been very professional
- Verified customer
Good service but changing address is expensive
I've been a TPG's customer for the last couple of years. The process of moving from ADSL to NBN was easy. I'm an international student here; so, I've changed my address for 3 times. I had to pay $90 (I can't exactly remember the amount. I had to pay 90 something dollars for the change of address) every time I moved and I think that the price was expensive for me. Otherwise, TPG service is good and the team is supportive.
Drop outs from dropkicks
I am trying to look for something constructive to say about TPG, but I’ve lost all patience. This internet service provider provides quite possibly the worst “service” I’ve ever experienced and they really don’t deserve my business or yours.
Like a schmuck, I’ve stayed with them, as I couldn’t be bothered to move, so have suffered through this crap service for 3 years. Giving them the benefit of the doubt. Bad idea. I have finally had enough, and it’s long overdue.
I’ve had electricians and technicians try and address both hardware and softw...are issues, connections, line faults, you name it. Even purchased new modems and wall sockets, all to no avail. After spending over a thousand dollars I can safely say that the issue is with TPG. Constant drop outs, slow speeds, irregular speeds, rubbish customer service, and useless technical help are just some of the reasons I will switch next week. If you’re thinking of switching to this provider, just don’t. Stay with the one you know, or skip TPG all together. Trust me.
recently t/f from Dodo ( equally horrendous) to TPG. On first call specifically asked for tech and to not call dodo, as I would do that myself. Completely ignored my request. Called me back only to deny I ever made
these requests. Made me feel like a liar. I KNOW WHAT I ASKED FOR- these were very specific requests. Stated that they " reviewed the phone call and that I did not make requests". If this is what they call "customer service"... then they are the liars. When connecting "incredimal" their e mail down all day. Only been a customer 2 ...
Great if you want to use your phone as a hotspot!
The service is unreliable and regularly drops out. When I call they do the same ridiculous diagnosis tests and when they don't work, they say the whole network is down (surely this would be evident before wasting my time with the testing). I've been told I need a new modem 3 or 4 times!
Trying to cancel the service is beyond ridiculous. I was on hold for 30mins the first time and gave up. Then I found an online form which I got an email auto response from but no confirmation of cancellation. Called again today and waited over 50mins to be told ...
Customer service was good, until I had to move
Started using them 3 years ago, good value for money and never had a problem.
Recently I’ve moved to a new place, a newly built home so TPG helped explained that I’d need to register with NBN first so they could install the phone line to boundary etc. Also I’ve explained that I no longer live in the old place so I’d like to close the account for that or relocate the account to the current address. They said ok, no problem.
NBN installed line from pit to boundary and I also prepared the lead-in trench. Called up TPG saying that I’m ready for ...connection, just need TPG to request NBN to finish their work. TPG said that I haven’t done any of what NBN requirements and I’ve explained to 3 different people that that’d be illogical as NBN already installed the starter conduit (pit to boundary). I also found out that they charged me for month on my old account which I’ve specifically told that I’ve moved out from and explained to them it makes no sense to be charged for a service that I cannot use because I no longer live at the old address and I’m still trying to get service at the new address. The replies I’ve received was “I understand sir, but we still have to charge you for the old because your current address has no internet access”
Useless service paying the same charge
Poor connectivity and if it connects, the speed is too low for what I pay. Before I used to get 12-14 email@example.com$, now. firstname.lastname@example.org$ so frustrating TPG sucks! Since, it is in contract, I cannot get out of this and have to live with this useless internet. Buffering all the time, cannot use anything. But they deduct the payment on time without promising the service.
Cannot recommend TPG
Have been forced to switch to NBN and on face value TPG seemed reasonable.
Fact is the service supply of internet connection from them is worse than it was with the ADSL broadband I had. It has gone out approximately 5 times in the last couple of months.
The technical support and customer service is appalling!
Basically you can't reach them and impossible to get a resolution. This company make it extremely difficult to lodge a service interruption, I was on hold for almost 50 min and still no answer. Advice from the 'on hold" music is to go online and do a speed test. Impossible to do if you don't have any internet access!!
My advice - try another service provider!
Stable ISP but absolutely woeful customer service!
In terms of connection, we found TPG Internet to relatively stable and reliable. There were times when they dropped out, but it appears that our neighbours on different ISP were affected too - likely infrastructure issues.
When it came time for us to cancel our account due to moving overseas, we quickly discovered TPG were awful. It took three phone calls and four separate emails to cancel the service. In-between email 2 and 3 their customer service team shifted the goalposts twice on us changing the information we were required to provide. All the while TPG were happy to continue charging us for a service we could no longer use.
Whole experience has completely put us off TPG.
Issue with NBN technician
NBN technicians are worst, I have to install the cable myself jumping on the roof. Recently NBN is down for couple of days, No help from NBN company. One technician visited to fix the issue and spend couple of hours and wasn't able to fix the issue. These guys are not reliable. Nobody has yet visited again to fix the issue. Pathetic support from NBN. Unfortunately, you can't complain NBN company as customer are not allowed to directly call them. Service provider gives excuse of NBN and NBN contractors are not taking any responsibility. A waste of money and time.
Connection speeds always dropping out paying $69 for slow speed internet. My mobile gets faster internet than tpg provides. Then forced me to give a 30 day notice period when moving homes as I was opting out because they were unable to provide me with the speeds I required at the new address offered me rubbish adsl 2+. This telco is useless don’t use them they are a rip off forcing me to pay 2 weeks of bills for services after I have moved from an address. I will no longer be residing at the address as of the end date of the current billing cycle and being forced to pay for two more weeks don’t waste your money on this garbage use Telstra or any other telco.
- NBN 50
- Verified customer
A month without service but charge to cancel contract
Ok, so TPG installed NBN at our workplace on December 14th 2019, and since then we've had NO service, except for a few minutes sporadically here and there. We have not been able to work, so had to send staff home, bring printers home with us to print orders and packing slips to be sent out. we've had to come to and from the office countless times to send orders and wait for the driver to pick up, and for things we randomly have to get, so we can work from home.
In the meantime, TPG have sent us a new modem (not a technician) to fix the proble...m, which didn't do any good. They also demanded the original one back, otherwise they'd charge us $180 for it. We had no problem sending it back, but gosh, the money we've lost with them, and they can bear losing modem that at most, would have cost them $15! (we import ourselves, this is literally the most they'd pay). The horror!!! The first two weeks trying to sort this out caused us to cancel our new year sales, and ask our staff to extend their holidays unpaid, as we couldn't afford them while sorting this out. We are not yet out the woods with this. TPG say they support those affected by disasters. This is a disaster!!!! Like other businesses, we've lost so much in sales anyway due to the bushfires, and then TPG give us a faulty NBN service, causing us to lose much more. TPG admitted that they could see the dropouts on our account, and couldn't figure out what the issue was. We begged them to send a tech, but they wouldn't. So we told them we wanted to cancel as per consumer rights, that we're not getting what we signed up for. They told us we can't cancel unless we pay a fee of up to $350. We told them we'd be taking it further if they do this as they can clearly see that they are not providing us the service we signed up for and the admitted as such.
I can’t even write a review using my own phone or laptop because my service provider is tpg for both and I have NO internet.
Terribly unreliable, have had to contact them on multiple occasions for seperate incidents.
The service drops out frequently and the website is terrible to navigate.
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Questions & Answers
I made an application for a new nbn service early this year on a 18 month contract.so far i have only received the modem.is it possible to cancel the contract since it is taking forever to be connected and bad reviews on your products?i think i made a terrible mistake by applying for your nbn.complains from phone calls and emails have provided no solution.
what is (FTTB - RES) in telecommunications TERMS? yes i know what FTTB & FTTH but I don't know what is RES
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