Having Issues with TPG. Looking for Advice

Lozpoors on 11/05/2018 - 12:19
Last edited 11/05/2018 - 18:45 by 1 other user

Hi guys,

I'm looking for advice urgently.

I'll be speaking on behalf of my aunt. So I do not have all of the information, however I will try to obtain them if anyone needs.

Context:
My aunt signed up with TPG internet service on a 1 year contract I think. They agreed to have the team come and set up whatever they needed to at the house on the 24th of April. Now it is the 11th of May and they have yet to come. We've been in communication with TPG, they keep saying they will come this day and never show up. This has happened at least 4 times already. My aunt has stayed home from work on multiple occasions waiting for them to come. They said no one needs to be home when they work, however, the house has just been moved into and there's still boxes lying around. Seems risky in case someone steals. She has went on to request cancellation of service and plans to move to another ISP instead. Now TPG has sent a cancellation fee of $350.

So we are looking for advice on this matter. Do we have any grounds to not pay this fee and asking for a full refund? They have failed to show on so many occasions and are not delivering he service as stated. Can we contact the ACCC regarding this matter or file a report elsewhere?

Any help is much appreciated. Thank you. I'm a little busy today so won't be able to answer questions immediately.

• 

  psyren89 on 11/05/2018 - 12:33

  +6

  You'll want the TIO, not ACCC, I think.

• 

  Detective Pikachu on 11/05/2018 - 12:35

  +2

  Try contacting Customer Relations:

  You may also make a complaint directly to Customer Relations, a specialist complaint resolutions team, by:
  Email - [email protected]

  If that fails make a complaint with the Telecommunications Industry Ombudsman here.

  • 

    Diji1 on 11/05/2018 - 12:46

    +8

    Don't bother contacting TPG again, go straight to Ombudsman.

    In future don't bother contacting TPG beyond the first time you make a complaint, go straight to TIO. Telcos rely on stringing people along for as long as possible until they give up or TIO so don't waste your time and energy.

    • 

      follow on 11/05/2018 - 13:07

      +2

      A lot of people think their issue is too small for the tio.

      • 

        cloudy on 11/05/2018 - 13:25

        +7

        No issue is deemed too small, but tio will ask if you have contacted about the compliant to the company first and the outcome of it.

        Unlike the prior posters advice, it’s important to go thru the complaints channel first of the company or else the tio will not look into it. It’s different from just ocmplaining to the call centre person you speak to as their role isn’t to look into complaints and will likely treat your words as whinging and not a formal complaint.

      • 

        ozpoors on 11/05/2018 - 15:59

        +1

        @cloudy:

        So we will try going through the right channels before contacting TIO.

        If we file the report to the complaint department, is there a chance they try to make us stay? And deliver the product immediately or whatever. We do not want to stay with TPG anymore.

        Their customer service is quite poor. The customer service assistant raised their voice over the phone

        Thanks to everybody in the thread for their input

      • 

        Blitzfx on 11/05/2018 - 16:13

        +3

        @Joewin:
        That's usually the best part of the conversation I find, because then you can make unreasonable demands, like $1 / month for 2 years, and they can either accept it or shutup and comply with your original request to disconnect service; or receive a massive fine for not listening to the TIO.

      • 

        cloudy on 11/05/2018 - 16:33

        +2

        @Joewin:

        It’s all about what’s reasonable, and unfortunately it might mean you will have to reasonably accept a one more chance from them.

        Sometimes miscommunication or poor training at first level of service is rectified at second level. So yea.

        But trust me, poor service is not unique to TPG. There’s been more complaints to Telstra and Optus and the list goes on. But usually with tpg, a lot of people find after the headache of connecting, they won’t have to speak to tpg for years because their internet is fine all the time.

        Good luck!

• 

  [Deactivated] on 12/05/2018 - 01:46

  No one needs to stay home.

• 

  foxmulder on 12/05/2018 - 19:23

  Hi did you ever tried to contact tpg customer service but asked to speak to supervisor/manager to see if you can ask them to waive the cancellation fees.