Avoid TPG

Ltundramd on 09/09/2014 - 22:08

The internet dropped out one day, and never recovered. It was a TOTAL blackout. NOTHING. Customer support was so ridiculous, time consuming, ineffective, ineffecient. After three weeks, the problem STILL NOT RESOLVED. Lazy technicians who dont call, is that tpg's fault, YES! And then on top of that, they charge my account AFTER I cancelled. Customer service try to stop you from cancelling and they try to stall you from cancelling. Customer support will not put you onto the important people who make all the decisions. TERRIBLE COMPANY.AVOID THEM. PAY EXTRA FOR BETTER PROVIDERS

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Comments

  • bbqwer on 09/09/2014 - 22:39
    +9

    Sorry mate. Tpg internet is excellent provider.

  • Cheeper on 09/09/2014 - 23:00

    You are 100% sure it was disconnected at their end and not a failure at your side?

  • spychiatrist on 10/09/2014 - 00:28
    +1

    Had an issue once, took a while to get sorted. Customer service is not the best. 4 months to go and switch it is.

  • superuser on 10/09/2014 - 01:26

    I agree, I'm using TPG, I didn't do the research and signed a 2 years contract, sigh…..

  • yjun355 on 10/09/2014 - 07:00
    +6

    In general I don't see its specific to Tpg. You cant say that if you were with Optus, iinet, Telstra. Things would have been better. You could have that experience with anyone.

  • Cozdog on 10/09/2014 - 07:40
    +4

    TPG is fabulous if nothing goes wrong and you never need to use tech support (that's been my experience).

    Wouldn't be surprised that their after sales service is not up to scratch though.

  • fredz0r on 10/09/2014 - 08:51
    +4

    I'd say your line is screwed. TPG can organise Telstra to sort it out.

    • IIGnomeII on 10/09/2014 - 08:59
      +1

      ^ This.

      And to circumvent the problem of going through TPG, if the line is a standard PSTN and it doesn't have a dial tone then call Telstra directly to fix.

      But seeing as though you have already cancelled the service then it just serves as some info for your next provider.

      • YTW on 10/09/2014 - 09:36
        +1

        When we had an issue we weren't 'allowed' to report the issue directly to Telstra (even though my husband knew exactly what the issue was as he works with this kind of thing). Our ISP had to. Telstra like to make everything as painful as possible. Even the ISP was ringing us up going "WTF?!?" by the end of our issue. Thankfully they jumped through all the hoops for Telstra for us.

        • IIGnomeII on 11/09/2014 - 08:52

          Yeah, it depends on the issue with the phone line.

          Say if you are paying a bill for rental of the phone line that the ADSL is down and it is not getting a dial tone then you can side step the ISP and go direct to the line carrier.

          If there is a dial tone but no connection then that is obviously with the ISP.

        • Baghern on 03/10/2014 - 22:14

          yep this is generally the issue. Telstra side, I've read enough of these problems and had 1 myself to know its Telstra.

          Telstra has timeframes for fixing things, which they put on contract with low ball fees. As a result things get fixed at the due end.

          My problem was at the Power Box end, they were allowed a year to fix it, and it took a year to fix it.

          The ISP end is how they respond and ry to sooth your pain.

  • blitz on 10/09/2014 - 10:11
    +3

    Yawn. TPG has always been absolutely terrific for me. I estimate perhaps two dropouts in nine years, and they were resolved within the hour. Always helpful and responsive. I'm a very happy TPG customer.

  • elf888 on 10/09/2014 - 15:57

    I got similar situation before! And even worst, They charge me for breaking the contract! End up dispute from the credit card, their customer service is hopeless!
    So sick with them and not recommended for anyone!
    They only good if there's no issue comes out, once does, they don't care!

    • emibel19 on 10/09/2014 - 21:15

      Do you expect not to be charged for breaking the contract?

      And anyone with this sort of problem with TPG should use Whirlpool. While the phone support can be hit or miss, the reps on Whirlpool are generally very helpful is sorting out problems.

  • [Deactivated] on 11/09/2014 - 08:50

    TPG customer here - absolutely no problems - fantastic ISP.

  • insider2 on 11/09/2014 - 16:17

    TPG is gold no problems

  • AlexMartin11 on 12/09/2014 - 17:13

    I think it's an isolated case/problem. There're some person behind the computer who messed with your account mate or system glitch. I hope that the charges was reversed or credited back to your account.

  • [Deactivated] on 14/09/2014 - 21:10
    +2

    "Lazy technicians who dont call, is that tpg's fault, YES!"

    Curious, do they own the lines or exchange? If no, then its not their fault as they aren't allowed to touch them. Telstra does not let any other company touch their equipment (god forbid it get fixed correctly). At least thats the rule that Telstra stated where I am.

  • malkakas on 16/09/2014 - 10:14

    I partly agree with OP. but you have to isolate the problem.
    If you had a working connection and you never changed anything and it suddenly stopped working then there can be 4 possible cases.
    1. Your router is dead. (if it is out of warranty then it is your problem).
    2. Telephone wiring is broken within your control area in your house (Still this is your problem).
    3. your Telstra telephone line is dead/broken. (ISP problem, they have to sort it out with Telstra).
    4. TPG changed some settings in their end and it affected your connection.

    But there is no point wasting your time on this if you have already cancelled your contract.

  • MasterNoob on 17/09/2014 - 12:10

    Same thing can't be said for their mobile plans though.

  • sempro on 23/09/2014 - 15:53

    When you have problems TPG does suck.

    However, they seem to have the best internet ADSL plans for the money when its working, but you pay for it when you problems with it

    I am a customer with TPG with 3 ADSL internet connections

  • [Deactivated] on 25/09/2014 - 13:16

    Since when did TPG starting to get so many happy customers?
    I remember seeing so many bad stories about TPG a few years ago.

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