TPG

Pros: nothing so far

Cons: see below

Comments: After hearing a few good comments about TPG I decided to give it a go and applied to be a new customer. Upon request for a simple installation date and time, it took them 5 days and 4-5 different staff (from different departments) to get themselves organised to tell me a date and time. After waiting on the phone for 30+min on Wednesday, Thursday then Friday and finally the next Monday, after speaking to customer service, technicque staff, and then the manager, every single one of the staff have tell me a different date and time for such installation!! Since the telephone conversaion becomes very confusing, I decided to send them an email to re-confirm such simple date and time. And guess what? Within the same day, I recieved 3 different emails at the interval of 3-4 hours telling me 2 different installation dates and time and both emails said it has been cofirmed! I then called up the manager, who then said the installation date and time has now been changed too many times and therefore, there is a possibility that they might cancel the application so I reapply for a "new date"!!

The amount of stress it has caused me is enormous! All I want to do, as a new customer, is to request for a CONFIRMED installation date and time and yet it took the 5 days, 4-5 different staff to confirm such a date!

When the "senior manager" finally called me to tell me the confirmed date, I then ask for compensation for such stress, the manager simply said she will "try" to give me 2 weeks free of internet charge and anything more than that would be too much of an ask.

I have a feeling I will receive another email/call telling me that such compensation cannot be granted and therefore, nothing will be compensated.

Honestly, if this is the type of service customers are receving, TPG is the WORSE service ever! I rather go with someone else more expensive but more organised than this pathetic service!

Pros: Cheap Rates

Cons: 150 days and still not connected

Comments: If you can get some service from TPG, their products are allegedly much cheaper. I don't know for sure because I have not managed to get any service from them.

I applied for a TPG home phone and ADSL2 broadband on the 23 November 2012. The infrastructure is provided by Telstra. Telstra has made several appointments to connect the service. They require someone to stay home to be there when they come. They always phone hours after the appointment time to reschedule because they are not coming. Next appointment is 23 April, 5 months after we applied.

TPG may well be the cheapest with the most. But this service is appalling.

My rating is based on the performance over the last 5 months. Zero.

Dr Michael Cole. Sydney.

Pros: Cheap, Get what you pay for, Beats the competition

Cons: Nothing really

Comments: I have been with TPG since 1990's - dialup days. I previously had internet access with a wide variety of suppliers with no discernable speed/reliablity difference, the only fluctuation being price, with TPG the cheapest of the lot. I have a slow internet connection. It would not matter who my provider was it would remain slow as I am situated a long way from the exchange and all my neighbours suffer from the same issue whichever provider they are with. TPG have always been very clear about speed/line issues so this is and has never been problematic. I have had occasional connection issues but always quickly resolved. Patience is required of course as all ISP's will expect you to run modem/line socket/ping tests etc to eliminate local issues before progressing the problem. As it has turned out every single one of the problems has been Telstra line/exchange related.
I remain hopeful that they will offer a cheap and chearful National Broadband plan by the time it is rolled out in my area.

Pros: Excellent price, one of the few unlimited plans

Cons: Crappy Tech support, difficult to follow up complaints at times

Comments: Generally I was quite happy with TPG. I am however a technical person, a less technically able person might not enjoy this service as much since the tech support leaves something to be desired.
The internet speeds were great (this largely depends on your distance from the exchange, as with all adsl services) and the price was fair.

Pros: Pre-Sale staff helpful

Cons: Poor communication, no customer service, fast to take money and slow to give it back

Comments: Well TPG SHAME ON YOU!!
This process began on 21/6/12. Very quick to take the money prior to line checking and other installation requirements. Literally taken out of the account with a few days of signing. Over a two week period received email updates, then an update to say sorry but we can't process your application due to a line issue. Contact us to resolve the issue. Well if you win awards for Customer service, surely you as the company supplying a service should be the one contacting the customer? I ring, I ring, I ring, still no-one rings back and still no internet or updates. After complete frustration and 6 weeks of waiting and ringing, we advised TPG to cancel everything and refund the money as they can't supply the service they said they could. We were told to take back the modem and from receipt of modem would take 5-10 working days for money to be refunded. That was 25th July 2012. I rang following up that they received everything and to ensure the refund was being processed. Then rang again 5 days later and requested to speak to the supervisor after being told they were waiting to find out how best to refund the money, again they had the bank details as that was where they took the funds from??? I was told it would take a further 5-10 working days from my phone call 15/8. After complaining to the Supervisor about their lack of customer service I advised them it needed to be expedited as this was simply not on due to their incompetence. Was told they would do their best to have it processed within 3-5 days. I asked if, I can do a EFT transfer today and it arrive in someones account tomorrow, how come theirs take 3-5 days and that�s with no guarantee. I gave them till today to have the money in our account before I lodged a complaint on line. I check the bank this morning, still no money. I ring TPG again, this is valuable time I will never get back as most phone calls are between 20-30 minutes and that is waiting on hold... Ask to speak to the same Supervisor am told he is on the phone. When I begin to explain that I will be lodging my complaint on line as I warned them of last week, the operator said, let me place you on hold to talk to the supervisor? How can he talk to the supervisor, if he is on the phone? This is also the supervisor that promised he would in fact phone me back instead of me having to follow up.... again another lie. So still no refund. Don't know when I will get it, don't know if I will hear back. Disgraceful. This was for my retired Dad who has never had a computer or the internet before. I have been with Telstra for in excess of 12 years, I should have just gone to them to begin with, but had heard such wonderful things about TPG, thought I might give them a try� Well to any other new users out there, don�t bother and if you do good luck and be prepared to part with your doe early and be accepting you may never ever get it back�..

Pros: Cheap Unlimited internet

Cons: staff argumentative, unreliable slow internet

Comments: From the minute I complained to TPG, their call staff in Manilla, Philippines were quick to blame my products, forcing me to get another Modem to test before they would accept any fault of their own. The line in the Glen Waverley area connected to the Tally Ho Exchange is riddled with connection dropouts sometimes causing the modem to reset itself to dropouts that need me to reset my computer to get the internet working again. Pulling the power from the modem and letting it rest 20 - 30 seconds does nothing to stop the dropouts from happening. TPG had to lower my internet speed to a measly 1.2 Megabits per second to get a stable connection and claim its all in the name of assessing the connection. They're going to do nothing to compensate me for the lack of speed or downtime in the week that its going to take a Telstra cable technician into the area, and even then there is no guarantee that I will get this fault fixed. If you're in the Glen waverley area stay away from TPG

Pros: Their technical support staff encourage you to learn Hindi

Cons: hey lie and steal from you

Comments: From day one of signing up with TPG I had constant connectivity problems. Every 2 days I was one the phone to them trying to get my internet connection restored.
Their technical support staff barely know what a computer is, or how to speak English. I constantly had to repeat myself to them and dumb down my English and technical language so they could understand me. After weeks of constantly calling them with drop out issues, they decided to send me a new modem. I am an IT professional and I told them repeatedly it was not an issue with the modem but they just do not listen.
They sent the modem anyway. The modem turned up with no protective packaging and was not surprisingly dead on arrival. They told me I had to post the dead modem back to them but refused to pay for the cost of the postage.
Weeks went by and I eventually fixed the connectivity issues myself, without their incompetent help.

TPG then sent me an email demanding that I return the modem within 5 days or they will charge it to my account. I put it in the post the next day and emailed them the postal receipts and tracking number. 3 days after their threatening email (and after I sent them proof that I had returned the modem) they took the cost of the modem straight out of my bank account! So now they have the modem and have charged me for it! I am now having to try and recover the cost of the modem through the Telecommunications Industry Ombudsman.

When I finally got a reply from TPG, they told me my refund was pending approval but was outside of their "1 month policy". They also asked me to return the original modem. The modem that I bought off them, that I OWN, AND IS NOT BROKEN!

What right do these people have to take money out of my account, threaten me, demand that I post things to them at my own expense, or ask me to send then working equipment that I own???

Pros: I cant think of a single thing they did right

Cons: little to no connection speed and bad customer service thieves

Comments: Initially i went with TPG because they offered a cheap service ....I have had bad service with braodband and really bad customer service the tech support told me to reset all of my hardware and told me it was my fault the internet was bad ....they are currently trying to steal $80 from my account for a month in advance that i am not contracted with them for as the service got so bad i spoke to other isp's to find out what was wrong and theyt fixed everything within a week of me being sighned to them avoid this company they will steal and then try to legalize it by telling you its your fault ....Westnet are australian based and offer decent speeds at a decent price they are honest and helpful they fixed the issues i had while with TPG almost immediatly tpg should be ashamed and anyone tthinking of joining with them should have the enbudsmans number handy for the time when TPG decides you are no longer a valued customer and steals from you

Pros: cheap

Cons: customer service

Comments: Long wait times for customer service, unresolved issues, incorrect billing

Pros: cheap

Cons: slow installation, customer service

Comments: The installation is very very slow, when the support from customer service's expensive and useless. I feel people in customer service of TPG really lack responsibility

Pros: cheap and unlimited

Cons: customer service, slow, unreliable, theives

Comments: Well as you can guess this is going to be a negative review of TPG. I have been long serving customer of TPG, during my time with them i had found them to be good value for money, however there have been many a times in which there have been issues with unexpected disconnections, the speed has been decent, service on the other hand has been apalling! i have found TPG to be reluctant to provide any information when you need it, and to get in touch with them over the phone you first have to wait approx 15-25 minutes just to get through to someone, and then deal with (sometimes) moody operators, or operators that are of no help whatsoever. TPG has made it a habbit to make regular false promises and failing to get back to you. My advice is if you do decide to go on with TPG and if you do deal with the operators, once they have your details request to speak to the supervisors - you have a better chance of being helped out (though i cant gaurantee this after now dealing with a couple of them). In January I relocated from Melbourne to Canberra, I paid all my transfer fees and the works, once i had a fixed address i notified TPG and they informed me that there would be a 20 day wait for a technician to come down and activate everything. i thought this was quite a wait, but being a patient person gave them the benifit of the doubt. 3 weeks later i received a phone call from them informing me that the following friday the technician would arrive and do their thing, they also informed me that if i was not present at the time of the technician i would be chaged around $150 for the call out. i then arranged to have the day off work for friday. When friday came, the technician failed to turn up, and TPG failed to notify me of this, so that was a day of work lost. i was then informed that it would be another x2 weeks until a technician could come. I was pretty unhappy as you could probably imagine. so i contacted their TPG team and informed them that this was unnacceptable, and after being handballed from one operator to the next over a period of days (with each phone call averaging around 45-60 minutes) i began to get furious, i informed them that i was unhappy with their service, especially as they were not delivering anything (thus effecting work and uni) and that i wanted to terminate. i also requested a refund of my transfer fees and to not have to pay the remaining 6 months as i cannot wait forever for their connection to go ahead. to cut this last bit short, it has been over 2 months now and after countless calls to them (because they never follow up and call you back), i have been told they will not refund my tranfer fees. I am now appealing this and will seek legal advice, this company are theives, they are unreliable, and are liars. the number of false promises they have made to me is mind blowing, and i cannot begin to fathom as to how discraceful they are. my advice, find a company that provides what you pay for and doesnt steal your money. find a company that has operators that do call you back and follow through with what they say they will. this company are scumbags!

Pros: Once you are connected, they are reliable

Cons: Overseas callcentre

Comments: TPG service is offline more often than it is on. I am constantly having to reset the router. When I have a problem, I have difficulty being understood by the overseas call centre people. My service has been disconnect twice in 2 months without a valid reason and it has taken hours of lenghty and frustrating phone calls to rectify. You get what you pay for, so save your sanity and go to another provider

Pros: lots of data

Cons: uhm where do I start?

Comments: TPG have to be the WORST isp I have used in 13 years, I left bigpond in hopes of more data, and TPG seemed to have that, but in the 2 years being with them, I have have found there tech support has to be abysmal, I have had line issues for 9 months now, and despite constant writing to the TIO, TPG and telstra, my lines wont get fixed, they say there is nothing wrong, even though a tech confirmed twice at my residence that there is interference, TPG techs keep rehashing the same crap over and over, "do an isolation test" "try another modem", they had to put a profile on my line for stability, and today I came home to find the profile has been removed, some brightspark tech at tpg removed the profile, now my connection is slow and unstable! thanks a lot! I need my internet for uni work, and this just sucks, avoid tpg! and these arnt all the problems, Ive always had problems and so have many users on my exchange who use tpg, last year it was months and months of packet loss for all, and all tpg techs would do is rehash, change the modem filter ad nausea, when the problem is on there end!

Pros: good service and improved tech support

Cons: none so far

Comments: from the sales support to updates of my application. the help support was good. the churn from my previous provider had no problems.

Pros: Very cheap, huge cap

Cons: Technical support is OK, but not great

Comments: After getting a "your service is going to be disconnected for commercial reasons" email from Exetel about six months ago, I switched to TPG.

It took a while to get the switch, because I used to be on Optus for telephone but TPG only work on the Telstra network, but once that was sorted it only took about 3 days.

Speed is fantastic (it feels faster than Exetel), I've never come within 20% of my cap, and it's been great so far!

Pros: Static IP, Stable connection

Cons: Customer support sucks, Relocation and plan change is very expensive

Comments: Overall I am very unhappy about TPG’s customer support.

This month I have moved my home from Melbourne city to Malvern.
I have asked TPG to relocate my DSL connection to my new address but they ware unable give me same service (ADSL2+) in my location because no TPG Exchange is unavailable in this my area .
But as I am in the yearly contact and they are going to charge my credit card. No mater the service available or not. I don’t know if it is legal.
I have decided to pay TPG 300 and something for rest of the contract and move to iinet for better service.

Pros: Unlimited downloads, access to PIPE

Cons: customer support should improve inregards to technical knowledge (but some are very helpful), dropouts

Comments: Overall I am very happy with my package- unlimited downloads at a very cheap price and PIPE is a big plus. Support is below average but most people who knows how to use a computer will probably won't need it.

Dropouts are common (well for me anyways)- but can be fixed with a quick reboot.

Unfortunately TPG doesn't offer it any more.

I would recommend TPG for those trying out broadband and those that don't plan to download a lot since there are no excess charges, which is a big plus. Unfortunately there are no more unlimited plans (except for $150 for a 1500/256K connection but thats for businesses).

Pros: Fast download rate, good company.

Cons: None

Comments: TPG have been very helpful and I feel that I am receiving good value for money. I love adsl in general. It is so much better than dialup!!
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