TPG Broadband NBN

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.

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

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.

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

horrible,slow,waste of money do not reccommend. also have bad service incase of problem Show details

They had a "price match promo" to get new customers to sign up and then 3 months later they upped their pricing..False advertising. They are still currently offering "We'll beat any nbn® price guaranteed" the same week they upped our pricing. Show details

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!

Notable issues with WiFi compared to previous provider even though on a faster plan. TPG are also the only ISP I have come across that require 30 days notice before closing your account. This is a typical trick of something like a Gym will do to drain you of every $$$ legally possible from you and it’s ridiculous considering I was not in a locked contract. I’d avoid TPG for just this reason alone, never again Show details