It shouldn’t be a difficult process to connect your NBN enabled home to an ISP but so far TPG has made it the most difficult process I’ve ever encountered. I’ll admit that I went into the endeavour knowing full-well that TPG’s Customer Service is the worst but their actual service is pretty good. I was a customer of theirs on ADSL for quite a few years and as long as you didn’t have to talk to them about anything, it was sweet.
As Lloyd put it: TPG are good when nothing is wrong.
To bring you up to speed, I’m moving into a house that is served with Fibre to the Premises NBN and I wanted an ISP with the backhaul that will let me really use it all. TPG has a fairly good deal, unlimited quota, 100/40, $99 a month. Price is about the same for all providers at that speed, quota is what I wanted, and TPG has the network chops to handle the traffic.
During the ordering process online there is a section that says, “Save $10 and pick up your modem”. I wanted to do this for two reasons. First, $10 can buy me a beer and a half at most pubs. Secondly, I haven’t actually moved so if they were to deliver it, no one would be there to receive it and I wanted it in my hands as soon as possible. And seeing as the address given for their head office is right next door to where I work I figured a quick walk during lunch and I’d be good to go.
Things fell apart during the ordering process because there isn’t actually a section where you can elect to pick up the modem. So as soon as I processed the order and I received the automated email advising me of the order being received I emailed them via Reply To to advise them that I wanted to pick up the modem and asked them how to arrange that.
Next email I get the day after is an alert telling me that my modem is at the Post Office in my new suburb. It appears that they have processed it in record time and actually tried to deliver it before 10:00. I know this because the missus was at the new house doing some cleaning after 10:00. So I hit reply to the email alert to ask them about my first email and the pickup. The auto-reply advised it could take 1 business day for a response so I called them up.
On that call I was told that the modem was at the Post Office, if I wanted to do a pickup from the head office I’d have to wait up to two weeks for it to be shipped back at which point I could go and collect it. Faced with two weeks without internet I gave in and said I’d pick it up. Grumbling loudly I hung up the phone.
Shortly after that call I get an email from the Service Provisioning Team telling me that my request to pick up the modem is being processed.
At this current time I am not entirely sure where the modem is, if it is at the Post Office I won’t be able to collect it because I can’t prove that I live at the new address. I suggested to them that perhaps they could just configure a new modem for me to pickup from the head office while they try and sort out where the first modem is but that doesn’t seem like something that they can do.
Multiple emails have resulted in me being frustrated and angry, I’ve included my phone number a few times and requested call backs but so far nothing. I have just sent a scathing email to them about 15 minutes ago and we shall see what comes of it. In it I mentioned that I will be contacting the Telecommunications Industry Ombudsman for their assistance, I also suggested that I will visit them in person to try to find someone who can rub more than two brain cells together to get this sorted out (I rather liked that one).
Next step I think will be to check out Whirlpool and see if I can get a TPG minion from there to actually look into this instead of just watching it bounce from queue to queue.