Hi TPG.



I recently purchased one of your plans and am absolutely disgusted by the service I have received.



Firstly, I was promised that I could use my existing Telstra modem and wifi-extenders with my new TPG plan (which includes an internet AND landline plan). I was also told that my number from Telstra would be ported over.



Once the internet service was working, I called up to ask if it was ok to cancel my Telstra plan, and I was instructed to go ahead and cancel it.



This is when things started going downhill.



I then realised that my landline phone (which my ABN number and DUNS number are registered with) was not working. I then called to try to resolve the issue, and your team refused to activate my home phone until I used a TPG Modem. This means I was downright lied to before. They then asked me to pay for them to ship me a TPG modem, which I proceeded with. However, now I am further experiencing issues.



I then called again and your team is now telling me that there is NO landline phone at all linked to my account. They also said they cannot transfer my old landline number over since I have cancelled my Telstra plan (which your team explicitly told me to do).



Your team members best advice was for me to register a new TPG account and pay $20 a month, for a new phone number. I was originally promised a free PAYG plan INCLUDED with my internet, and I physically typed in my exact phone number which you guys were meant to transfer.



This is absolutely disgusting and downright illegal. I have been lied to multiple times and provided false/incorrect information to my detriment. This has caused me significant anxiety, stress, loss of business and financial loss. My customers have been unable to contact me due to your unacceptable service.



I am requesting my complaint be given immediately attention to management. I am proposing the following resolutions:



Add the PAYG landline phone plan to my account with the number “0295530417”
Provide compensation for the lost business, time wasted and impact on my mental health.


Additionally, I have been waiting forever to receive the fiber speeds I am paying for. When calling, your team provides me with no information/updates. 

I have been waiting weeks and it is unacceptable to charge me for speeds I am not even receiving yet.

Please update me on this immediately.



I await a prompt response addressing all of the above. Failure to do so will require me to contact the department of Fair Trading/Consumer affairs as well as The Telecommunications Industry Ombudsman.



Regards,

Kon Makrypodis

makrypodisk@hotmail.com