TPG Being on hold: 30mins too long??

MISTA FIESTA · 29-11-2006, 02:21 PM

Just a bit of a rant.

Recently signed up for TPG ADSL2+ (about 2 weeks ago) and have been without internet access for the same time. I get a call on monday saying " your internet is now active" im like sweet. Get home do the settings and nothing works. Call TPG help desk and its engaged.... try again 4 more times i get through to the operator then get transerfered to tech support which explain the service is working fine and a rep is unable to take my call blah blah blah. I try again and get through with the usual hold music. its takes 30mins for a person to answer, then going through the usual trouble shooting he puts me on hold for another 20mins and come back saying " yes there is something wrong here" WTF??? then goes we will call you back (like that was ever gonna happen).

I did the same routine yesterday with the same answer. The reason i am pacient is that i wanna get it sorted. But why does it take nearly 1 hour to get somewhere even if it is a dead end.

I gonna demand a full refund of last months bill cause of this....

Any one else had the same problem with TPG or other big companies??

GXL078 · 29-11-2006, 02:28 PM

I hate calling TPG. You always get that asian/latino hybrid voice down the line, and I end up having to spell my anglo surname out to them in phonetics... E for ECHO etc!I got offered a free migration to ADSL2+ from them. Due to change over from regular ADSL in the 18th of next month. They say you might experience a short downtime. I am actually migrating to a CHEAPER plan than I have now without having to pay the $59 plan transfer fee, I don't care about download amount because I wont be around much next year. Its just for my wife to manage my finances for me. Anyway i called them up to check about the ADSL2+ and the operator asked me to call them back in half an hour as they needed to check my details. I asked what country she was in and she said "we are unable to disclose that information".

Problem with the big companies these days is they want to pay their workers what they would earn in India and their executives what they would earn in America.

gozza · 29-11-2006, 02:31 PM

i have it....Not impressed with the service centre haha....but you'll find people have the same problems with ISP's everywhere

Mine was that Telstra have previously put codes on the line....After a lot of calling backward and forward i had it about a week after i ordered it

i have had no problems tho

vandrsxr6 · 29-11-2006, 02:31 PM

Tell me about it. Only this was with Telstra.

We got a self install Broadband kit to install at our small business. Hooked it all up in about 20 mins, ran all the software and nothing worked. Then all of our phones wen't down, couldn't talk a call for 2 days. Spoke to telstra, that took a whole day, they said the Broadband shouldn't have been aloud to run on that phone line, 2 days later we finally got the phones fixed and broadband working.

P.S. I absolutly bitched my *** of at Telstra and got 6 months free broadband.

photn · 29-11-2006, 02:38 PM

you will find that all ISP's have problems in one way or another. unfortunately what i found out. well my father anyway was to take his PC and modem down to the local Computer shop and get it all installed and configured. cost him 11 bucks and no fuss...

MISTA FIESTA · 29-11-2006, 02:53 PM

Well its not the point of there nationality (tho a person who actually spoke Aussie or English would be nice), its the fact that you are on hold for such a long time especially when the only time you have available is after work.

Kryton · 29-11-2006, 03:02 PM

i gave up TPG along time ago. totally useless when it came to customer service, but quick to take your money.

XR Martin · 29-11-2006, 03:05 PM

They are from the Philippines, so stop calling them 'currys'. Find some other name for them you racist*************.

MISTA FIESTA · 29-11-2006, 03:11 PM

Quote:

Originally Posted by XR6 Martin

They are from the Philippines, so stop calling them 'currys'. Find some other name for them you racist ***********.

Well i took it out just make you happy. This person was of indian accent btw, you would know if an asian is talking to you.

: Anyways back on topic.

I have never dealt with Telstra personally but i know my mum has got a few freebies outta them for there errors.

Outbackjack · 29-11-2006, 03:44 PM

One of the biggest problems in the world is that too many people get offended far too easily. You almost don't have to do anything. They were just born offended and spend the rest of their lives looking for the reason.

_2:

Ives · 29-11-2006, 03:57 PM

I'm using TPG and didnt have any problem migrating to ADSL2+. But the only problem im having with it at the moment is whenever someone's using the phone, the thing drops out. I been wanting to write TPG emails but never got around to it. :P

Edit :- well the helpdesk is open till midnight... should call them at 11:50pm or something and say "I know what you did last summer" -click-

Bax · 29-11-2006, 04:55 PM

I'm with TPG, haven't had to call the unhelpful desk for quite a while, thank god.
Will be as soon as ADSL2 becomes available in my area though.

sgt_doofey · 29-11-2006, 05:19 PM

As with all ISP's, there are probably times when the call waiting times will be large, other times when they'll be short. First thing in the morning might be a good time. When all the Mum's and Dad's get home from work in the afternoon probably is not.

robjh80 · 29-11-2006, 05:25 PM

One word for all of you out there having problems with your Internet NonService Providers..................."Internode"

Josh_XC · 29-11-2006, 06:10 PM

TPG have great internet rates, there one of the best for that, the down side of this is there customer service is shocking.

sarrge2001 · 29-11-2006, 08:13 PM

Quote:

Originally Posted by robjh80

One word for all of you out there having problems with your Internet NonService Providers..................."Internode"

I'll second that!!!!!!!

xurbanx · 29-11-2006, 08:17 PM

I had a problem with TPG just a few weeks ago. It took them a month to realize I was telling them to go ahead with the direct debit.
"Ok, I've processed the debit for $49.95, it should take 3-4 working days"
**3 weeks later - nothing**

I agree that there customer service is shocking. It takes a while to understand the customer service person on the other end.

Funtime25 · 29-11-2006, 09:01 PM

I used to be with TPG. I started with them when they first started having internet connection here in Adelaide. I gave them heaps of chances as I had nothing but ******* probs .eg: drop outs etc. Then they closed SA office and if I needed help I had to ring NSW on a STD call................no toll free and had the same..on hold for ages......................in the end TPG got the BPO (Big **** Of).............change ISP's TPG has gone to the dogs.service etc is poor............

zetec · 29-11-2006, 09:16 PM

I cannot recommend Iinet highly enough. They never let the phone ring more than once or twice, their service is exemplary, they send a survey to my email account after every phone call and I can honestly say I've never ever filled one out with less than a glowing report.

www.iinet.net.au - really well priced packages, fast downloads and honestly, the best customer service I have experienced anywhere.

bunny · 29-11-2006, 11:26 PM

30mins is ridiculous...

i work in a call centre and my supervisors starts cracking the whip when the call queue exceeds 3mins, if its exceeds 3mins for 10 consecutive mins supervisors start taking calls until its back under 3mins. silly companies sending their call centre overseas are digging their own graves

Josh_XC · 29-11-2006, 11:28 PM

Quote:

Originally Posted by zetec

I cannot recommend Iinet highly enough. They never let the phone ring more than once or twice, their service is exemplary, they send a survey to my email account after every phone call and I can honestly say I've never ever filled one out with less than a glowing report.

www.iinet.net.au - really well priced packages, fast downloads and honestly, the best customer service I have experienced anywhere.

Yeh been with Iinet for what 6 years now in 3 different locations, service is perfect and price are cheap.

banarcus · 29-11-2006, 11:39 PM

I pulled the pin on iprimus over their 30-60minute wait for an answer. No such problems with AAPT though.

GXL078 · 30-11-2006, 09:08 AM

Quote:

Originally Posted by banarcus

I pulled the pin on iprimus over their 30-60minute wait for an answer. No such problems with AAPT though.

Ozemail was always the same. Up tp 60 mins wait but at least they were all Aussies. My sister used to do it while she was going through uni. I read her training manual, how to deal with dificult customers, lol. ie: ones who demand better service.

FASTXR · 30-11-2006, 11:18 AM

My parents are with TPG (as am I) and they had a problem with their emails a couple of days ago. I rang the TPG helpdesk, only to receive a message saying "Due to a high number of calls, we are unable to help you at this time. Please call back later". WTF?!?!

S3SR · 30-11-2006, 05:13 PM

TPG haha, if it works the first dont touch anything, if you have to call them you may as well ask them to remove your connection...

the day westnet offers ADSL 2+ ill be first in line, by far the best customer service and they now what they are talking about, well everyone ive spoken to.

is the problem something you can fix on your end? mind telling us what the problem is and not attacking some white mans way of making money by hiring indians or asians.

Yellow_Festiva · 30-11-2006, 07:30 PM

Well, ill warn all here to stay well away of EXETEL....

Their customer service was the worst i have ever experienced, it took over a month to try a simple NAME CHANGE on an account.....

The fool i was communicating with kept citing privacy laws and the rest of it, even though multiple phone calls, faxes and emails were sent by both parties.

My last email said that if this problem wasnt solved in 5 business days we would be changing companies....

The next week we changed companies.

The funny this was...... we wanted to INCREASE our usage and change out phone to them... so we were actually going to give them more business (as well as ADSL2)

I was close to going to their office and asking for the fool i was emailing to have a chat "in person"......

KEEP WELL AWAY FROM EXETEL

(now what whould i have been saying instead here if they saw common sence and did what we requested)????

kyro_02 · 30-11-2006, 08:53 PM

when I went from bigpond to TPG there was an immediate sluggish (and to this day) ... so if you're not lucky your browsing feels a bit sluggish.

and recently the net stops working even though it's connect, been on and off for a few weeks.

other than that (and their oversea's call centre) it's pretty good.

i'm on the 1500/256 25GB plan, not bad I suppose... wish I could get the ADSL2 :P

XRchic · 30-11-2006, 10:09 PM

As I said in another thread, I have just sent off the fax to get ADSL2+ with Internode. I rang them and asked them a few questions. I got through pretty quick, the girl was very friendly, knew her stuff and was happy to help. I was impressed but I guess I will see once I am connected!

Yaw · 01-12-2006, 12:03 AM

I reckon being on hold for 30 minutes is great considering DODO only use a messaging service for their tech support....they call you back ASAP....in my case was 5 freakin days later!!!!!!!!!!!!!

Feathers · 01-12-2006, 09:04 AM

I was on hold with People Telecom for 54 minutes yesterday. My ADSL moden (supplied by them) died the night before, and as it's still under warranty, I want a new one.
My call was answered after 50 mins, the guy set up a temporary dial up account for me, until I recieve the new modem, but I was disconnected before I could get any of the details from him, so I called back, and spent another 20 mins on hold before getting through to the same guy and finally getting the details.

Luckily I was calling from work, so I didnt really care how long I was kept waiting.

Now I'm thinking of taking a drive out to Lane Cove to go pick up the new modem (as I have to return mine before they will send the new one), just to save time and avoid being stuffed around.