TPG Internet PSTN Nightmare. HELP
Last edited 24/10/2019 - 10:39
UPDATE: The issue has been resolved for the 6th time by TPG. I have lodged a case with TIO stating I am seeking a permanent fix to this issue. TPG have come back and have clearly stated that they cannot give me any assurances that the call routing issue will not happen again with my ported number. Also, they cannot confirm or deny (Through advise given to them by Optus) that if I elect to port back into Exetel (The provider I acquired the phone number from in the first place) the routing issue will be resolved. The only solution TPG has offered to fix the call routing issue is to change my number.. Obviously that is not a solution whatsoever. I informed them that to do that it will cost approximately 1-2 thousand dollars to change all the advertising associated to the small business.. They refused to even consider paying that (No surprise there).
I've reach out and advised TIO of all the above.. I must however wait till 28th of October for them to furhter intervene as TPG are given 10 days to resolve it directly with me. I don't consider changing my number as a viable solution as that leaves me in alot worse situation than I was prior to joining TPG as a customer. Also, given the fact there is a chance going back to Exetel may not resolve the call routing issue makes that hardly a great option either..
Will see what happens next week with TIO.. I will update as more progresses.
Between July 2018 up till now I’ve had nothing but issues with my PSTN phone service through TPG. Over that period there has been ongoing call routing issues to my ported number. 6 times a routing issue has occurred where anyone calling my number from the Optus or Vodafone network are unable to get through. It either rings out, and yet my phone doesn’t actually ring or it reports to the calling party that the phone service has been disconnected. Every time this occurs, I have rung TPG and literally have to wait at least 48 hours for them to finally send the ticket to there Voip Engineering team who finally send it to Optus to address the call routing issue inside there network. This occurs approximately every 2 months. After the initial 2 times this occurred I keep pleading to the TPG staff member on the other end to please refer to previous accounts of when this occurred so that it can be sent to Optus to address it in more responsive manner & yet they simply just feed you lip service & make you wait for the ticket to go through the motions for it to finally get to the right team who can then lodge a ticket to Optus.. On the 5th time it happened, TPG allegedly sent a detailed synopsis to Optus of what has transpired in the past with my issue & Optus apparently advised they have fixed the issue permanently & that the issue should be resolved once and for all. Low and behold last week it happened again. I am still waiting for the issue to be rectified.
Normally I would not care less about a home PSTN number having an issue like this, however, this number is tied to a small business where incoming calls are critical for the business’s survival. I’ve contemplated porting out to another provider but there is significant downtime potentially associated to that (5 plus days approx). The worst thing is that when it occurs it doesn’t just stop all incoming calls. Usually (As mentioned above & for simplification) it effects all Vodafone and Optus calling parties.. On other occasions its effected just some of the resellers of Optus and Vodafone. Basically this means that the only time my partners small business gets wind of the issue is when it seems quieter than usual. The Net result is that I would approximate she’s lost quite a few thousand dollars to this whole nightmare & reoccurring problem that TPG are unable to address properly with Optus.
Some further background on this. I originally acquired my PSTN phone number through Exetel. The reason why I ported away from Exetel to TPG was simply because Exetel were having horrific congestion issues with there backhaul through Optus with an ongoing undetermined timeframe to when that issue was to be addressed.. I waited 3 months & then pulled the plug in favour of TPG.
Can someone please please offer some advice on how to best handle this? I’ve pleaded on multiple accounts to TPG to literally pick up the phone and ring Optus to fix this issue once and for all. But basically Im just getting more Lip service from then & I am almost certain in approximately 2 months time (After they fix the issue yet again) I will be in the same situation leaving me pulling my hair our and my partner in tears.