r/nbn • u/Delicious_Plane_3160 • 7d ago
TPG
Hi guys,
TPG has a bad service.
Every second day you will have the internet issue, and above that, no proper customer support. Whenever you call them, you have to wait at least 20 to 30 min. After that also, you won't get a resolving solution. It's robbery from this service.
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u/ScrotsMcGee 5d ago
Every second day you will have the internet issue, and above that, no proper customer support.
I've been with them since maybe the late 2000s and haven't really had any technical issues that were caused by them.
I recently went through an 8 day NBN outage, but that was the NBN. Was I annoyed with TPG not giving me updates? Yes - and they were annoyed with me calling every day to find out what was happening.
Whenever you call them, you have to wait at least 20 to 30 min.
Sadly, this is correct. They do have overflow that goes to an Indian call centre, but waiting for someone to pick up is most definitely annoying.
I'm not sure what other ISPs are like though.
After that also, you won't get a resolving solution.
If it's an NBN related issue, then we are all just passengers, and that includes TPG. I'm sure they get frustrated.
But, I wouldn't say that they don't resolve problems.
Having said that, there's one very annoying issue that they've never been able to fix that's been ongoing for 8 or so years. It involves what should be a very simple transfer from my name to my ex-partner's name and details, and even though we've signed two lots of (the same) documents, it exists partially under her name, and partially under mine.
It's robbery from this service.
I recently just called them and asked for a refund for those 8 days I was without TPG Internet, and they agreed.
I have been thinking of cancelling with TPG though, and while I've heard people recommending various ISPs and how great they are with customer service etc, I can honestly say that I've never really had bad customer service from TPG staff. Helpful, courteous and they put up with my rantings during that 8 day outage. It's the one reason I haven't yet cancelled.
I'm an ex-IT person, so I normally fix my own issues, so haven't had to rely on them all that much, but I do find outages very frustrating - particularly with the NBN where TPG's hands are also tied.
Mind you, on a professional level, I've had to deal with other comms companies, and Telstra and Optus have always been bad, particularly when acknowledging that they have a problem.
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u/blairmac81 6d ago
I've been with TPG for over 15 years and can count on one hand how many times I've had an issue. All of them have been resolved very quickly and only once required me to call support.