TPG Broadband Questions & Answers

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.

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

Hey TPG.

How is your internet so terrible?

How to change nbn phone number

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

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.

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.

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

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

Do you have to TPG notice if terminating their services?

Do you have to TPG notice if terminating their services?

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

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 ieatwords.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?

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?

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!

can i retain my tpg email address if i port out my internet to other provider?

I have a TPG-KAQ7-EXT come near me with full bars on accasions what is it?