TPG Internet

after being with TPG for 1 more than 10 years my mother was offered a new deal from TPG, the sells person from TPG told her everything is the same its just a new deal that will let her save $10 a month and only lose 5MB in speed. After changing over her internet didn't work at all, end up they changed her NBN to a home wireless account without first checking if there is coverage at her home. After no internet for 3 weeks we finally were able to get someone from TPG to change her plan back to NBN. TPG then had the audacity to charge my mother for a new modern and not let her just use her old modern which was working fine 3 weeks ago. after countless phone calls, we finally were able to convince TPG to give her a free modern. But the trouble didn't stop there. 2 weeks after her NBN was re-installed, we received an email from TPG to post her old modern back. We called TPG and explain the modern is not with my mother as she is an old lady living by herself and the TPG tech must've taken it with him. TPG promised to call back in 24 to 48 hours.. but until now after two weeks no call, but another email saying if they don't get the modern they will take $190 from her account. called TPG again and told them we want to speak to their manager and this is not fair... then they up hang on me. Don't use TPG. spend the extra $10 a month and go with a better company to save yourself the headache and trouble.

Approximate cost: $57

I had two years with them worst experience with an ISP ever. Older bloke who was treated badly by TPG and in all fairness to customers friend's and colleagues I can't recommend TPG.

Had a very poor connection and speeds. Connection drop outs everyday. If you rely on your internet for important tasks TPG is not for you
Non existent customer service. To make things worse they will forfeit any money they can. Like the $20 prepayment.
Finally moving to a reputable provider

We moved house 1 1/2 hours across town to an apartment. Paid $300 for a new development charge on the 15th March that TPG direct debuted off my credit card. Tried to have nbn installed on the 29th March and was told it was activated. It was not. Spent - so far the last 10+ days being lied to by TPG that the address we sent them (screenshot of the actual lease address to their email with a shot of the nbn box and it’s serial code) was not the correct address and it was being drawn out on a long process for bad customer service as well as broken promises and lies.
Called NBN itself to get the accurate address id and they mailed me back and I forwarded that to TPG to connect on the 4th April. I heard nothing from them and called 6th April at which point they decided to action that information at the point of my phone call even though they had that info for 2 days. I was lied again as I’ve lost count how many times my follow ups had been escalated and had no action on any of them. Forwarded to head case managers who actually don’t have a clue what their doing except for themselves and in no way assisting the customer. Infuriation turned to outrage when I called today (10th April) where they said that because they were given the wrong information (we gave them what was on the lease and what nbn sent us to match to their data) we would need to pay another $300 to continue (but they were going to see about waiving that fee - which by the sound of things they won’t - and I’m still waiting.
I have called an ombudsman because this is the worst customer failed service I’ve ever had, I’ve called another isp and they have told me that since tpg have not activated the service I’m entitled to get that $300 back but TPG seem to firstly refuse the refund and secondly saying some other source took the $300 out even though it says TPG in the cc statement.
The ombudsman and NBN complaints line themselves had said that TPG asking for another handout of $300 is not policy because the mistake was theirs not mine and I’ve paid $300 already for a service they haven’t activated.
So next step is a solicitor to get my money back. But avoid this company because it has gone above and beyond any element of anything I have ever dealt with before. Utterly appalling and unacceptable.

DO NOT USE THIS COMPANY. THEY HAVE COST ME THOUSANDS!! I took over a business late last year and TPG where the phone provider. I swapped over the account however 3 months after taking over, TPG disconnected and canceled my phone line which had a unique number attached. I have now lost that phone number due to their admin error and I am still waiting for my phone line to be activated two weeks after they forced me to start a new account with a new phone number. This has had a financially devastating effect on my business after only 3 months of taking it over. TPG don't seem care that my business is losing money by the day. I am a small business reliant on customers calling and making bookings and I still have no phone line!!

Wow,
ADSL 59.95 unlimited plan. I’m still waiting for connection 3 weeks later. As soon as I sent an e-mail with my concerns of why no one showed up to the first installation date which wasted my time, I get a message stating it had been installed.... it was not. Apparently a fault in the line so ANOTHER day had to be organised for a Telstra technician to come out... What annoyed me the most was the absolute moron from the customer service line that sounded as if he was reading off a script. He didn’t listen nor let me speak, he would continue to talk over me and repeat the same thing. I asked for an e-mail sent of our conversation about what exactly is going on, and why I needed the technician and he said it was not doable. Obviously this was because they did not want to admit fault.

If this isn’t fixed today, I would hope a full refund will be made.

I would never recommend this business to anyone. The worst customer service of any telco by far, and that is saying something given the quality of telco customer service in aus.

Approximate cost: $1000

IT took 20 days to get TPG TO GET STARTED AT my place even though I had TPG installed in the past.
The internet service is sometimes a Bit slow and NBN will be ready here only in 2019.

Approximate cost: $480

Connected from TPG ADSL to TPG NBN in July 2017. Since then, no reliable service. Internet connection drops out 20 times a day. During re-connection the land line is dead. Had several TPG and NBN technicians that play the blaming game. I pay for internet and land line full price, but I nearly have 80% of availability. TPG does not care. NBN does not treat me as a customer as I do not have any contract with them. There is no way to switch back to ADSL (NBN requirements),. ACCC is silent. Thank you Turnbull government. You left me no choice. Despite the constitution's rights. But, who cares?

Have been a TPG customer for some 10 years - this will end now. After spending 2 weeks patiently waiting for my installation date to come up, and the technician having come through, i still have no internet. On the Saturday they advised me someone would come, and if it not come around at least call me by 9am to fix the issue - no call, no technician, nothing. Then having called them on Sunday night, im greeted with nothing but rudeness and insincerity! They then tell me someone will call me back within 24 hours - 48 hours later i have to call again to ask when someone will be around to fix the issue, they then tell me itll be another 2 days and hang up on me. What an absolute joke. Will be canceling my service and making sure everyone is aware of the pathetic and unprofessional service they offer!

Approximate cost: $60

Poor speeds, inconsistent excuses from staff in the Philippines who lie and deny problems. Everything is an excuse, just 2 Mpbs are acceptable to them... run away, they are terrible! Do not trust or rely on TPG!

I hate to hop on the negative bandwagon .... but.......
After being a customer for over 5 years, at the end they treated me like a number!
We had ADSL and Mobile phones with them, a few years ago the phones were a great deal so we put up with average internet, but now other companies have caught up.
As I was moving house I stuck with them for a while longer, when I finally called to close my account, I was asked upteen times about transferring the service, no matter how often I told them that's not possible, they didn't seem to hear me. They charged me extra to leave them because I was 6 days under a 30 day notice!
When I shared I was a long term client etc etc - no leeway, no - thanks for all the long relationship , no - we understand. It was - we have to charge the 6 day 50% value of your monthly fee charge.
NB I did search the site for the leaving details, not found - it was buried under forms. They said read your terms we sent you.... what like 5 years ago?!
Overall I put up with frequent slow connections, poor customer service and general below par technology.
They were always quick to take addons or upgrades, but slow and difficult to offer services/changes that a client may need.
I am so glad to be leaving. The feedback for TPG and now IINET (which they bought) just drops and drops.
AVOID them at all costs - learn from my mistakes!

Terrible company. Internet is always slow or down and when you decide to change providers they give you a cooling off period of 30 days. Well thats false cause when my elderly mum changed to bigpond tpg offered the 30days and cut her off with 30second of the phone call ending. They cut off to the point she cant even call emergency services which is illegal here in Australia so today being march 27 2017 we are seeking legal action against tpg. We had to even go up to the bank and cancel the direct debt cause these [redacted swear word] still continued to take money from here account when she owed them nothing. My advice to anyone would be to stay clear from tpg yes they are cheap but when you pay cheap you get nothing.

Terrible service. Would not recommend it to anyone. Please don't go with this company. Called many times and management will bot call back to solve problem.

horrible provider customer service is nil don't ever spend a single cent to this call so called customer service has to wait for 1/2 hour till get answered and the attitude and the exact words from the operator was if you don't like you can find some one else
never again

Approximate cost: $100

The worst operator ever. I will put review everywhere and will let all my friends and family know how awful TPG is, they charged me 2 months after transferring my prepaid to another operator and over 5 times calling and each time telling me it's going to be refunded in 3 days, they haven't been refunded it yet. Shame

The absolute worst customer service we ever experienced. 5 days now and their offshore support refuse to provide connection or refund the money :( I am amazed that TPG could even do business here. will go through ombudsman to put an end to this [redacted inflammatory comment]

Atempting to get technical service to connect for the first time!!! More than an hour now spoke to 5 people and had to give my name adress and DOB every time. TPG is even worse than [redacted - mentions alternative business by name]. This puts them way down the list for service.

I regret choosing them even before connecting for the first time>

Would not recommend this service. Get better faster streams off dial-up internet. Can't even smoothly stream a music video on youtube on 360P quality. Definitely not worth the $60 per month. And there is a massive cancellation fee so beware when signing up as they trap you in.

We changed to TPGs NBN service and it's the worst experience we have ever had. Its been 4 months now and our service is not working correctly or is intermittent. We pay for 100mbps and get 0.98 mbps...yes not even 1 mbps. When it worked, occasionally we got around 36mbps. STAY AWAY YOU HAVE BEEN WARNED.

Stay away from TPG. Everything works OK if you do not have to call them, though the internet connection is very slow problems kick in when you want to move house or need any customer service. I waited 4 weeks for TPG to organise a relocation within the same suburb, same exchange. TPG offered me discounted price for the relocation fee then proceeded to bill me the full price of $99.95. I have spent some very frustrating hours on my mobile either arranging the relocation and now trying to have the billing reduced. I have been offered a month of free internet service but unfortunately that does not cut it, I was quoted a discounted price for the transfer I want a bill reflecting this agreement. TPG is another company who does nor support job creation for Australians their call center is located in the Philippines. Just for the record I had better internet speed when I was tethering to my [redacted - mentions alternative business by name]

TPG customer service is Non Existent ...Exceptionally poor. I recently upgraded from ADSL to fibre. Was sent a modem in the post & had to pay $10 delivery fee. Technician subsequently arrived and installed modem. Said that it may take 10 mins to 24 hrs before land line would be working. After 30 hrs land line still not working so called & was kept on hold a considerable length of time. Technician booked for the following week. I took a half day off work, waited for over 4.5 hrs for technician.?He looked at modem in my unit and went to the telephone switchboard in building to make a few changes. Came back after a few minutes and advised that there was a problem as he did ADSL installations but not fibre installations. Technician tried to call TPG directly to see who had logged the call for an ADSL installation when it was actually for fibre. No- one who he spoke to were able to help him or even acknowledge that this was a clerical error. I called back myself & was kept on hold for over 50 mins. Eventually arranged for a third technician to visit.No apology or explanation given to me. Third technician came the next week & looked at modem & serial numbers etc. Turned out that the modem was not logged into database correctly as there had been a clerical error with data entry & last digit was incorrect. Called customer service again, kept on hold for over 30 minutes and no apology given. Someone would get back to me , which of course they did not. I called back again a few times with virtually no information obtained regarding my 'ticket number'. Eventually was informed that a forth technician would arrive in another few days with a spare modem. Took another half day off work and waited for over 4 .45 hrs. Technician had a different modem model with him and he connected that. Turned out that I had been sent the INCORRECT MODEM in the first place , three weeks prior, by TPG.!!! Had also paid $10 delivery fee for it.. It took four visits from technicians before this was noticed.. I must have spent at least 20 hrs of my time trying to sort this problem out. Technicans who visit are supposed to call customers about 30 mins before arrival. Only 1 out of the four technicans who came did this. Technicans do not seem to have much knowledge about exact nature of problem, when they attend. Obviously not sufficient communication given to them by customer service teams. Land line is now working after three weeks. Whilst I have fibre to the unit now the download speeds do not appear to be faster than when I had ADSL. After this exacerbating experience I am seriously considering of changing internet providers. AVOID TPG as they do not understand what 'customer service is' . !! I will be talking to the TELEPHONE Omnudsman regarding this specific issue

TPG was the first company to offer internet in our area. All the ports were full. Amazing value. $60 a month for unlimited internet. Can't complain.

I have been with TPG for nearly 4years, and it has been awful service. Over the years I have had many occasions I've had to ring up with connection problems. This time, I have been without internet for 3-4 weeks! They were sending me a new modem so that my internet would work, but although I have rung them everyday and spoken to countless staff/managers, I still have no modem. Even though they told me it was in the urgent post. I was also guaranteed a refund for the month I was without internet, but now they have said I will not be refunded but charged more for cancellation, even though I'm not in contract anymore. What a disgraceful service. Awful experience. And as soon as I cancelled, they were so rude. My family members are all going to cancel now as well as they are not happy either. I Definitely do not recommend TPG!

Had no phone for a week so far since switching to NBN and keep saying they will call back and they dont. Spent hours and hours on the phone and still not reolved.

The wait time is forever. I was asked to wait for 2 days, then 20 days then another 20 days. I requested a refund and they kept asking me to wait for 48 hours and another 48 hours after that.
Don't use them. Most irresponsible company ever.
Also in their fine print, there is a condition that you as a customer cannot seek any compensation for service delay (waive your customer rights otherwise they won't process your order).

NEVER EVER GET TPG. Almost 2 months we don't have internet connection or very slow,only download 0.14 upload 0.21and still I'm paying. longOk story short...
NEVER EVER GET TPG. TPG IS THE WORST SERVICE

I did biggest mistake in my life that I brought NBN TPG. Speed is very slow so please donot buy TPG Internet... TPG is the worst internet provider in Australia. DONT BUY IT.

Never sign contract with TPG. Internet was very slow, sometime disconnected. At the end of the contract I told them I did not want to renew contract. They kept taking money from my bank account without notice and charge cancellation fee. That's disgusting.

TPG IS THE WORST SERVICE I HAVE EVER COME ACROSS! Not only did they cancel my installation date twice, but when I eventually got fed up and told them to cancel the contract completely, they had the audacity to charge me a cancellation fee. The only reason I did not proceed with their service was because they were being ridiculously unreliable in the initial process. I am just DISGUSTED. I would not recommend them at all. STEER CLEAR!