TPG No Emails Cancels My ADSL

sunnyc on 15/04/2020 - 00:23

So my current issue with TPG is that for one of my properties, they disconnected my ADSL a week into the coronavirus epidemic around early February. So I signed up with Belong for NBN. TPG continues to bill me for ADSL service even though they know that I have been disconnected. Also, the critical issue is that I haven't received a single email in regards to my account this entire time. They continued to say they've sent emails to me in regards to this issue, I've searched every mailbox, deleted, junk, delete recoverable, archives and there was no emails that have anything to do with TPG. I've complained to them about this issue and they said they'd get back to me via email of all the correspondence they've sent via email. Of course I never receive it. I've contacted the telecommunication ombudsman and told me that if I can't resolve the issue, I should contact them again.

So takeaways
Knowingly charge for service for months after knowing service was discontinued
Cancel at the worst possible time after the supposedly cut off date in early January until early February
No action on refund or service cancellation for a week
Unable to send email evidence that they were cancelling my service

Internet ADSL Broadband

Related Stores

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Comments

  • xuqi on 15/04/2020 - 00:57
    +1

    I think you've chanced upon the wrong place for this. Best to add a review below:

    https://www.productreview.com.au/listings/tpg-broadband

    • sunnyc on 15/04/2020 - 01:10

      3000 reviews that really doesn't impact them at all.

      • lunchbox99 on 15/04/2020 - 08:08

        Meh… I have a 100/40 NBN plan and consistently get 94/36 so I'm pretty happy with TPG.

    • abctoz on 16/04/2020 - 13:45

      lmao how do you even take that website seriously, 1.7/5 for tpg honestly? it's probably full of trolls astroturfers and the 0.1% of disgruntled customers that got burned due to some unlucky circumstance, and i thought newegg reviews were bad

      i was with tpg for 10 years they were great, i only switched because adsl got discontinued, funnily i went to that website and saw new my isp had 2.6/5, took the chance anyway, worked out OK, and to think i was worried…

      https://www.productreview.com.au/listings/flip

      • sunnyc on 17/04/2020 - 01:08

        Tpg service had no issues. It's just I got no communication from them.

        • abctoz on 17/04/2020 - 09:37

          they always sent me sms and had sales people call me for nbn plans lol

  • ssquid on 15/04/2020 - 02:14
    +4

    This isn't whirlpool.

  • Hithere on 15/04/2020 - 07:26
    +2

    Well you've had your rant OP, feel better?

    It's TPG being TPG, notorious for it.

    You've opened a case with the TIO? Keep them updated. TPG will no longer communicate with you until an outcome is reached.

  • brad1-8tsi on 15/04/2020 - 08:28
    +1

    Are you saying they cut off your ADSL because the NBN cut off date had been & gone?

    Have you looked in your TPG account online mailbox? That's where they send all my emails and I have gmail scan that box.

    I've been with TPG for 10+ years and have had to transfer ownership of accounts, upgrade from ADSl+ to NBN, change address, had tech issues and have found their service and desire to retain me as a customer very good. Maybe I've been lucky.

    Currently on FTTN NBN50/20 and getting 6ms ping 47/19 using their cheap router through dodgy apartment complex wiring with what appears to be most of my area working from home / out of work / home netflixing. I'd like to complain about them but can't find a reason.

    • playswithfire on 15/04/2020 - 09:38

      Are you saying they cut off your ADSL because the NBN cut off date had been & gone?

      If this is the case, then OP deserves to have it cut off!

      • brad1-8tsi on 15/04/2020 - 10:03
        +1

        My ex-wife was still on TPG ADSL2+ 3 months after the cut off date because she didn't want to pay the extra $10-$15 for 50/20. Earns $140k+ and can claim 100% of internet as a tax deduction.

    • sunnyc on 15/04/2020 - 13:42

      I'm saying they've cut my ADSL without any notification. If they've cut as they said they should've in January, I wouldn't have been upset but they cut just as the government announced lockdown and people couldn't use the internet when working from home.

      • ssquid on 15/04/2020 - 13:55

        They gave you notification 3 months ago. You ignored it.

        • sunnyc on 15/04/2020 - 15:35

          I haven't received any correspondence from TPG. Can't ignore what I don't have.

          • sunnyc on 15/04/2020 - 15:36

            @sunnyc: I only got told my cut off date when I called them up directy or due to COVID-19 messaged them directly

            • CheapieChippie on 21/04/2020 - 11:36

              @sunnyc: Well you shouldn't have to give notification if TPG knows the service is unable to be provided.

              NBN has provided notification of ADSL cancellation to TPG in my opinion.

              You do however, need to go signup for another NBN provider. That part of the blame isn't on TPG.

    • sunnyc on 15/04/2020 - 15:38

      I've had soo little correspondence I couldn't find any record of my customer ID number.

      • brad1-8tsi on 15/04/2020 - 16:24

        you'll have an email address that is the same as your login ID. [email protected].

        When you login to your account you can go to the web based email.

  • Fredfloresjr on 15/04/2020 - 12:23
    +2

    TPG is the worst.

  • abctoz on 16/04/2020 - 13:38
    +1

    tpg kept hounding me about my pending adsl disconnection through sms and phone calls… although they were just trying to sell their nbn, i thought that's normally what happens

    • sunnyc on 17/04/2020 - 03:24

      I had exactly the opposite, no contact whatsoever

  • Trioboy on 20/04/2020 - 23:49

    They disconnected my Internet without any warning, I'm on the phone waiting on hold for more than 4 hours now.

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