64 questions from our users
I'm in awe.
How are your internet speeds and customer service so consistently shit?
I mean, I couldn't get on your level of shittiness even if I tried really hard.
Save yourself the hassle and go with another provider. I paid for top speed internet and was only receiving 20mbps, I had a nightmare experience only calling tech support only to be told that the engineer was going to call me back and I don’t need to pay my monthly cost until the engineer called - 4 weeks later, corona virus hits and still no call back, but I recieved a disconnection email AFTER they disconnected my services, they sent all their call centre staff home and opened up chat, I spent 9 hours in total waiting to be connected with someone only to be transferred via chat to 4 other departments because no one could understand why it was disconnected yet the notes stated clearly that engineer will call and all payments on hold. After 4 hours on the phone I got in touch with the rude engineer who couldn’t tell me why I wasn’t called and WHY they disconnected it but that I would need to pay the $99 start up fee (only connected 2 months ago) because my account is closed and can’t be reopened, and after requesting to speak with his supervisor to waive the fee, he “put me on hold” to “speak with supervisor” only to hang up on me, and then what do you know they are not taking calls. Literally worst company, I reconnected with a new company within an hour and my internet is back up and running with a new provider. Will never go with tpg again.
Why are your employees so incompetent?
Meant to be dealing with case managers who would be suited working at McDonald's...
I feel your pain. We've been trying to get access since moving into a new house in late January. We must be dealing with the same dropout.. After making contact with NBN services, they were on my doorstep the following day.. Yet this mob couldn't organise themselves if their lives depended on it.
We apologise that your NBN installation was delayed.
While in many cases there is a smooth installation but we apologise that this was not your experience. We acknowledge the complexity of certain installations which can lead to unforeseen delays and sometimes additional appointments to complete the final installation, for which all internet providers are reliant upon NBN Co.
In your case we have been advised by NBN Co that additional wiring issue is required at your premises and you will need to hire a private technician.
After we have been notified that the wiring issue has been fixed the installation was further delayed due to NBN network shortfall and we do apologise on this.
After escalating this further to NBN Co we have confirmed that your installation date is on the 2nd March and installation was completed on the day.
If you have further issue regarding to your service please feel free to contact us.
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
When will tpg enable our reconnection on the sunshine coast.......4 hours shut down easter monday...had troubles with telstra over the years..never bad as this...we will go back to telstra as soon as the contract has finished.
Why don't TPG respond to any questions or comments made here? From all of the reviews posted here at productreview.com.au, they are about the worst ISP of all. Why do people still sign up with them? They should be ashamed of themselves. Are there any TPG reps out there reading this? Please tell us, why should we sign up with you? Will your service EVER get better?
That's because majority of us only care about cheap price nbn but not much about the after sale service. That is why tpg is soon to be number 2 largest internet provider!
exetel is 15% cheaper a month and has a 40% cheaper setup fee
tpg is a bit of a nightmare, just wait for the endless calls, emails and sms' when it comes time to disconnect, enjoy
If you want decent customer service and are actually prepared to pay for it, then go with aussie broadband. If you want cheap plan prices, stop expecting good customer service, as you can't have both these days. Sad, but true. TPG only cares about their bottom line, and their plans and customer service reflect this.
I was using tpg. Dodo marketing called me and i changed my service to dodo because their offers were better. Dodo customer service told me that i dont have to contact tpg to cancel because it will cancel automatically. So i didn't call to cancel tpg. 6 months later i realised that i am getting charged from dodo and tpg for 6 months. What should i do and who is at fault? Can anyone suggest?
TPG advised on phone today, that the only way to cancel service is to send email to email@example.com and that process to refund money can go for 2 months. I have done it today and I am waiting.
IF I buy an nbn50 bundle with $10 voice bundle, can I later add the mobile plan to my bundle?
Don’t touch TPG, when you start contact, they charge
you extra $20 fees, when you finished contact, because
Speed slow, they charge you notice period 30 days!
Out contact what this charge for? Bad!
Our apartment block is due to be connected in the next few months with FTTB. Our Council of Owners and building manager are dragging their feet in finding out what will be required for individual owners to connect to the new service - was wondering whether each owner can choose their own ISP or will the whole complex have to connect to one ISP and we all use that same ISP?
Seems like a fairly basic question but haven't been able to get an answer yet.
Our Internet is with TPG and our phone line is with Telstra at the moment. Not sure which one to go for if we want to switch to NBN. If we go for Telstra for both internet and phone line, do we need to change our email address?
What's going on with home phone activation via NBN. I had my NBN installation on 21/June but 3 weeks later, I still have not my home phone connected. I called TPG support numerous times and every time the call gets transferred at least twice. But I still cannot talk to "THE CASE MANAGER" which was supposed assigned to this case. Where can I go to get this issue fixed?
Sorry I don't work for TPG so I am unable to answer questions about there docile antics, ignorance or pathetic attitudes, best call them or the telecommunications ombudsman., if yo uask me get rid of them, if they cant provide a service go elsewhere its that simple.
As far as phone over NBN issues, we complained and complained and they stalled and stalled until something was changed up the line for something else and our problem seems to be less of a problem. Keep lodging your complaint and do it in writing. Demand replies in writing and don't let them close your support ticket number without giving them a 'shame on you' lecture. Send all that correspondence to the billing and contracts department with your requests for compensation and send a copy to the telecommunications ombudsmen, because they have to respond or it costs them money.
They can say they don't have a department by that name, but it doesn't matter.
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