ACMA Order against TPG and Optus

Pufff on 31/03/2022 - 23:05

Hey all,

Just came across this.

https://www.acma.gov.au/articles/2022-03/optus-tpg-refunding…

My internet with TPG has been garbage for years. Constant drop outs, buffering on 240p quality youtube etc. It was down for over 2 months mid last year. Had to attend like 3 or 4 appointments just for them to stuff me around. After that they gave a months credit. I had to ask for them to review my situation as it wasn't even offered by them.

In light of this. How did TPG or Optus decide who was eligible?

Anyone else have terrible internet speeds and unstable connections but not been refunded?

How do we have this assessed?

I messaged them on community and got crickets. It also doesn't seem like a complaints issue unless I have to go down that path.

Thanks

Internet

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Comments

  • notabank on 31/03/2022 - 23:09
    +1

    Just email this forum post to them

    • Pufff on 31/03/2022 - 23:12
      -1

      do I include your comment in it?

  • foxmulder on 31/03/2022 - 23:27

    Does your dropouts also happen with wired connection?

    • Pufff on 31/03/2022 - 23:43

      Yes. I usually have to restart everything and it works for a bit before it drops again. There are also times where I call them and go through the tests they run where I move the modem around. Usually a waste of time cause they end up sending a technician.

  • Kranbone on 01/04/2022 - 00:59
    +1

    Don't TPG lease from NBNCo though? So would TPG pay an end user, then TPG requests compensation from NBNCo?

    I really wish our infrastructure could be improved.

  • spackbace on 01/04/2022 - 01:41
    +3

    Why would you stay with them…?

    • Sleeqb7 on 01/04/2022 - 10:52

      They have pizza…

      Reference

    • Pufff on 01/04/2022 - 11:03

      not a heavy user or after super speeds just need a consistent connection.

      • spackbace on 01/04/2022 - 15:19

        Which you would get from a provider who doesn't oversell their network… hence, jump ship

        • Pufff on 01/04/2022 - 18:35

          You prompted me to think why I didn't and as I recall I signed up for their 18 or 24 months plans which locked me in. To be fair it's improved since then but still the overall service provided for a long time was terrible.

          • spackbace on 01/04/2022 - 18:50

            @Pufff: TIO should let you out of the contract

  • penguincat on 01/04/2022 - 04:14
    +2

    I really hope they have changed things since then but doesn't seem like ACMA or the TIO have changed their tone on it. Reading the linked article seems to suggest as soon as you know but don't do anything it's entirely on you.

    In light of this. How did TPG or Optus decide who was eligible?

    It's a weird way. The gist of it seems to be:
    Did you know about issues before signing up?
    As soon as you say "my internet speed sucks" and the NBN investigated and you're informed of the results but you do nothing (don't change provider/disconnect/downgrade your plan) apparently means you have agreed to the poor speeds at the price you pay etc. Unless you can say hey I wasn't told about changing providers or downgrading my plan etc.

    Anyone else have terrible internet speeds and unstable connections but not been refunded?

    Not me but a family member had this happen on Telstra.

    Telstra's card up the sleeve was according to them when they (my family member) was told about it when it was Telstra's turn doing the refunds.
    "Telstra had informed the customer that on X date that due to changing nodes due to drop outs (the uptime was as little as just a few seconds) that the line speed was going to drop from their current bundled speed inclusion. Previously they where given discounts for the poor connection that no further action needed to be taken. Also Telstra had allowed them to leave by cancelling their contact but they (my family member) refused.

    So according to ACMA they where told about the speed issues/reduction - where free to leave/downgrade the plan - and where compensated for the issues previously. If you have those ticked as well then no refund from this event.

    You might get lucky and have a email/letter in a few weeks/month saying here is XX back etc. I wouldn't be putting any money to say yes you will for sure though.

    • Pufff on 01/04/2022 - 18:37

      Thanks for the info. I ended up contacting ACMA who were pretty helpful. They said if I wasn't contacted to contact TPG myself. Seems to be like everything else in Aus need to go throw the back and forth to have it reviewed before complaining to the TIO if needed.

  • DiscountForThee on 01/04/2022 - 10:31
    +1

    That sucks. My FTTP from TPG has been consistently exceeding the speed which I pay for, and has been excellent. I know this won't help your issue but just wanted to share my experience

    • Screamingeagle on 01/04/2022 - 15:36
      +1

      I have a similar experience too. I have had TPG FTTN since late 2019 and it has worked flawlessly since then. I have been consistently getting the speeds (or very close to) that I pay for. I am currently in the process of getting reconnected as I have just moved house but I decided to go with TPG again. Hopefully it works out the same as before.

      • Pufff on 01/04/2022 - 18:40

        I do remember watching an investigation into the NBN where on a street 1 side had FTTP but the other didn't then libs won the election and ended the roll out.. So who knows.
        I've lived in LA and Seoul. Internet didn't even cross my mind when things work you take them for granted don't you.

  • payless69 on 01/04/2022 - 12:39

    I bet our dismal internet will be a factor at the next federal election!

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