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Edited by:
Ajust Content Team
Last updated:
July 22, 2025
AI-sourced. Human-edited. Made clear for you.

Table of Contents

TPG
customer support overview

TPG is one of Australia’s leading telcos, known for affordable internet and mobile plans. It supports over 2 million customers with a range of service channels including phone support, 24/7 tech help, online chat, email, and self-service via the My Account portal and app.

While reviews of TPG’s customer service are mixed, many customers enjoy reliable connectivity with little need to contact support. If issues do arise (like billing or tech faults) TPG has dedicated hotlines and escalation pathways to resolve them.

With 24/7 assistance for technical issues and wide support hours for other queries, TPG gives you options to get help when you need it.

Common
TPG
 customer issues and complaints

Customers frequently report:

  • Long wait times and difficulty getting through – especially via phone or live chat during peak periods.

  • Plan cancellation friction – 30-day notice is required, and the cancellation process isn’t always straightforward.

  • Unexpected charges or billing disputes, often linked to plan changes or service faults.

  • Faulty modems and Wi-Fi dropouts, sometimes requiring multiple contacts before replacement is approved.

  • Miscommunication or poor follow-through – e.g., promised callbacks not happening or repeated troubleshooting steps.

Despite these frustrations, most issues are eventually resolved – especially when escalated to a case manager or through persistence.

How to contact
TPG
customer support

Here are your best ways to get help from TPG:

  • Phone Support
    • General support: 13 14 23
    • NBN tech issues (24/7): 1300 997 271
    • Billing/accounts: 1300 993 011 (internet) | 1300 993 019 (mobile)

    • Plan changes: 1300 920 158 | Moving house: 1300 865 124
    • Overseas support: +61 2 9007 3023
  • Live Chat: Visit TPG's Support page and click “Chat Now.” Great for account questions or plan changes.

  • Email Support: Use the online contact form for general enquiries.
  • TPG Community Forum: community.tpg.com.au – peer advice, FAQ threads, and staff moderation.

  • My Account & App: Update details, monitor usage, pay bills, lodge faults and run diagnostics 24/7.

  • Mail (for formal notices): TPG Telecom, PO Box (see their contact page). Rarely needed but available.

📌 Tip: Always note your incident number and ask for escalation if you're not getting a solution.

TPG
key customer policies: refunds, returns, cancellations and more

  • 30-Day Cancellation Notice: Required for all services. Cancellation must be in writing. You'll be billed for 30 days post-notice.

  • Contract Terms:
    • No-lock-in plans: no termination fee.

    • Fixed-term plans (e.g., 18 months): early exit fees apply (pro-rated).

  • Modem Policy:
    • Modem included in many plans (with 12-month warranty).

    • Replacement is free within warranty. Post-warranty: may incur a cost – but consumer law still applies.

  • Refunds:
    • Mid-month cancellations aren’t pro-rata refunded.

    • Overcharges or advance payments past cancellation date are refundable – request via accounts.

    • Downtime refunds are case-by-case – ask if you experience an extended outage.

  • Relocations:
    • Can transfer service to your new address.

    • If NBN isn’t available, cancellation fees may be waived.

  • Complaints Handling:
    • Escalate via email or phone – assigned to a case manager.

    • Unresolved? You can lodge with the Telecommunications Industry Ombudsman (TIO).

Table of Contents

Real
TPG
 Complaints Submitted Through Ajust

I couldn’t believe how hard it was just to get a simple $10 top-up processed. I needed it urgently, and it still wasn’t sorted hours later. Trying to contact someone about it felt impossible, and the delay really disrupted my day. - Medha

After my SIM stopped working overseas, I tried everything to get help. I couldn’t receive texts, which made staying in touch and handling basic tasks really stressful. I asked TPG to call my international number, but getting any real support felt like shouting into the void. - Shah

I spent hours trying to get my SIM activated after losing the old one. I couldn’t even receive the verification text to prove my ID, so I was left completely disconnected. I emailed, I called-still nothing. It’s scary how hard it is to talk to a human when your phone isn’t working. - Chathurika

My account was locked after trying to activate a new SIM, and I was stuck. I made multiple calls and sent all the info they asked for, but four hours later, I was still waiting. I depend on my phone for everything-being locked out and ignored was beyond frustrating. - Wendy

Recent customer experiences with
TPG
customer service

💡 Case Manager Made It Right: A user billed post-cancellation got a full refund after escalating to a helpful case manager.

🔁 Modem Saga Resolved: After back-and-forth on a faulty modem, TPG sent a free replacement once the customer cited warranty rights.

🧾 Pro Tip – Get an Incident Number: Savvy users suggest always logging your case number – helps if you need to go to the TIO later.

Official
TPG
Customer Service Links & Contact Information

TPG
Contact FAQs

What are the most common TPG customer service complaints?

The top TPG complaints include long wait times, billing disputes, and slow issue resolution. Customers often face friction cancelling plans and replacing faulty modems. These issues cause frustration, especially when promised callbacks don’t happen. While many cases are eventually resolved-particularly when escalated-reaching that outcome often takes time and persistence.

How can I speak to a real person at TPG?

Call 13 14 23 for general help or use live chat via the TPG Support page. Phone is often faster, but live chat suits account updates or plan questions. For technical issues, the 24/7 NBN line (1300 997 271) is your best bet. If you're not getting results, always ask for an incident number and request escalation to a case manager.

What are TPG’s policies on cancellations and refunds?

TPG requires 30 days' notice for all cancellations, with billing continuing during that time. Refunds aren't pro-rata, but overcharges or post-cancellation payments can be reclaimed. Early exit fees apply to fixed-term plans, while modem replacements are free within warranty. If there's extended downtime, ask about a refund-outcomes vary case by case.

What should I do if my TPG issue isn’t resolved?

Escalate by asking for a case manager or lodging a complaint via phone or email. Still stuck? Contact the Telecommunications Industry Ombudsman (TIO). Many customers get results only after escalation-so keep your incident number and stay persistent. Knowing your rights and documenting every step gives you the upper hand.

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TPG
.

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