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TPG Broadband

TPG Broadband Questions & Answers

ADSL, NBN, Fibre To The Building (FTTB)
1.7 from 5,040 reviews

71 questions from our users

Hungry Dog

Hungry Dogasked

TPG Broadband

I've always wanted to be more experimental with my girlfriend.

How do I eat ass like you guys?

No answers
Jaymin B.

Jaymin B.asked

NBN 50

How good is it for online gaming ? I usually play GTA 5 on laptops and PubG mobile on iphone. I had vodafone serivices before the speed numbers were good on speed test but for some reason ping was way too high in the game. Game worked fine on telstra mobile net or at my friends, but not on vodafone mobile internet. On same nbn I had dodo provider a week ago and the ping was really great. I just want to make sure same does not happen again with my next internet provider.

No answers
Alex W.

Alex W.asked

TPG Broadband

Worst support service. Ever.
Do not recommend signing up with this company at all. They’ve poured all their resources into their sales team.

I’m moving house in 6 days time, so I wanted to move house with my current connection.
Naturally, I organised this BEFORE moving, because I want internet connection to be seamless.
To do it on the phone, they don’t tell you how long you’ll be waiting, but this voice cuts in and out between the awful music to let you know that you can do it online.
So, I go online, wait 30 minutes in a queue and finally start a chat with someone and advise them I need help. He gives me an email address and tells me to email the relocation team for assistance, or I can do it myself online. Apparently “Move Home with Chat” is only an information service, but I can call and do it, if I need help. That chat conversation took 25 minutes, where the advisor copy/pasted things that I could have googled, if I knew the chat service was an information line.
So, I email that team, and get a response the next day, advising that I can do it myself online, or call.

So, last night, after having tried calling many times, but sick of being on hold, I went online. There’s a video there that tells you you can do it online, really easily. Your connection stays active at your address until you move the modem. Easy! (Not)
You have to sign in 3 times, and put in your new address 2 or 3 times too. There’s 9 steps, but the 9th step is just informing you if the registration has been successful. There is nowhere to say what day you’re moving in, and when you no longer need connection at your exisiting address.

So, this morning, I wake early to start working from home - relying solely on the internet to do this.
No internet connection!
I lodge a fault, and also call. I’m put on hold for a seriously long time, for the advisor to come and go and ask inane questions. She says that she’ll call back in 1 hour.
1.5hours go by, with no call. I can’t even call TPG, because their phone lines are too busy and maybe I should try online - yeah right, I think.
2 hours have gone by since TPG said they’d call, and I finally got the call, only to be told that the service had already moved to my new address, and that customer service would ring me ASAP to resolve this. It’s been 1.5 hours and I still don’t have internet, but I’ve just got a text message, letting me know that my service is now ACTIVE! Of course, it’s active at the new address, where I don’t live yet.

It’s now been 3 days and I’ve not heard back from TPG.

No answers
Moe

Moeasked

NBN 50

TPG is useless - no one answers the phone for tech support. Live chat just keeps going in circles. 24 hrs and counting w/o internet, I am going to contact TIO about this as this is just pathetic

2 answers
DesineGuy
DesineGuy

Totally agree.....no support at all.

Minh N.
Minh N.

Exactly what happened to me... these company couldn’t give a sh*t after they sign you up.

Dum Asz

Dum Aszasked

TPG Broadband

Hey TPG.

How is your internet so terrible?

1 answer
Phil
Phil

The internet is provided by the Australian National Broadband Network (NBN), however the terminal equipment, sales and management is operated by commercial organisations such as TPG and AussieBroadband.
Hence they provide the terminal equipment which interfaces to the NBN Wide Area Network (WAN) connection, plus they collect the money and deal with their customer technical issues.
The quality of their supplied terminal equipment is the key and that is what we had difficulty with.

Simon chiu

Simon chiuasked

TPG Broadband

How to change nbn phone number

No answers
Bronwyn L.

Bronwyn L.asked

NBN 12

for NBN 12 is the maximum speed 12mbps or does it depend where you live

No answers
Ur Anidiot

Ur Anidiotasked

TPG Broadband

I'm in awe.

How are your internet speeds and customer service so consistently terrible?

I mean, I couldn't get on even if I tried really hard.

No answers
Lorraine

Lorraineasked

NBN 50

ABSOLUTELY DISGUSTING!
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.

No answers
Severina P.

Severina P.asked

TPG Broadband

Why are your employees so incompetent?
Meant to be dealing with case managers who would be suited working at McDonald's...

3 answers
Kim007
Kim007

Imagine without internet since 2nd Feb!!! Unbelievable!!!

Severina P.
Severina P.

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.

TPG
TPGTPG

Hi Severina,

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.

Boniface K.

Boniface K.asked

NBN 50

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.

2 answers
David
David

I have no contract and can not rid myself of TPG. So, best of luck ...

Dot
Dot

They cancelled my contract for me, after I tried to rescheduling an NBN technician appointment.
Good luck.

Houssam A.

Houssam A.asked

Fibre To The Building (FTTB)

what is (FTTB - RES) in telecommunications TERMS? yes i know what FTTB & FTTH but I don't know what is RES

No answers
mallymuff

mallymuffasked

TPG Broadband

Do you have to TPG notice if terminating their services?

2 answers
Kevin Liao
Kevin Liao

Unfortunate, 30 days.

mallymuff
mallymuff

thanks Kevin

mallymuff

mallymuffasked

TPG Broadband

Do you have to TPG notice if terminating their services?

1 answer
Annonymous
Annonymous

Yes

Graeme w.

Graeme w.asked

TPG Broadband

Can you transfer from your home to another one when you sell the first one

1 answer
Val
Val

Hi Graeme,
.It all depends on the T&C of your contract.You need to talk to TPG. I'm not working for them. I just used to be a customer.

noochdog

noochdogasked

TPG Broadband

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.

2 answers
ridhuankim
ridhuankim

Did you make the move to Telstra? Because I am trying to escape from Telstra and checking if TPG would be the place to go... seems like the NBN itself is the disaster.

David G.
David G.

stay right away from TPG

bobbysdad

bobbysdadasked

TPG Broadband

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?

3 answers
Mac
Mac

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!

Freddy
Freddy

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

PtDaFool
PtDaFool

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.

Oscar

Oscarasked

TPG Broadband

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?

2 answers
Razer
Razer

TPG advised on phone today, that the only way to cancel service is to send email to cancel@tpg.com.au and that process to refund money can go for 2 months. I have done it today and I am waiting.

Razer
Razer

I have found another email on net for cancellation. adsl_cancel@tpg.com.au also good to read A broadband horror story from TPG at https://independentaustralia.net/business/business-display/a-broadband-horror-story-from-tpg,5386

marg

margasked

TPG Broadband

IF I buy an nbn50 bundle with $10 voice bundle, can I later add the mobile plan to my bundle?

No answers
johnshen

johnshenasked

TPG Broadband

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!

1 answer
Razer
Razer

The same here. So far they charged for two months for almost none existent service (dial-up speed)

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