Thousands of TPG customers were left without internet on Tuesday, after a widespread outage disrupted services across Australia—just weeks after the telco announced price hikes.
On February 27, TPG informed customers via email that prices for its NBN plans would increase in April. The company framed the change as part of an effort to “simplify products and operations” but assured users they would still receive a “quality product.”
The move saw the price of its NBN Broadband 50 plan jump from $79.99 to $84.99 per month, leaving customers frustrated that they were now paying more for a service that—on March 11 —failed them entirely.
“First they jack up prices, now the internet is down. What exactly are we paying for?” one outraged customer posted on social media.
The outage, which began around 12:30 p.m., left many customers scrambling for answers. Many users were redirected to an iiNet page, adding to the confusion. In a brief statement on its website, TPG acknowledged the issue, saying:
“Some TPG customers may have been redirected to the iiNet page while attempting to set up their modem. We are actively working to resolve this discrepancy. TPG sincerely apologizes for any inconvenience this may have caused and appreciates your patience.”
However, the statement did little to ease growing frustration, as customers demanded clearer communication and faster resolution. Many questioned how a major telco could justify increasing prices while failing to maintain a reliable network.
For some customers, the outage was more than an inconvenience—it was a financial hit. Small business owners, remote workers, and students preparing for assignments all reported disruptions that cost them valuable time and money.
Long Wait Times Add to the Frustration
As customers attempted to seek answers, many encountered another roadblock: TPG’s overwhelmed customer service system. Several users reported waiting over an hour to reach support, both via phone and online chat, only to receive generic responses with no clear timeline for resolution.
These delays only fueled customers’ dissatisfaction, with some demanding compensation for the disruption and the time wasted trying to get through to support.
TPG Telecom operates a number of mobile and internet brands including Vodafone, iiNet, AAPT, Internode, Lebara and felix.
TPG Response
In a statement to BACKCOVERNEWS.COM, a TPG spokesperson said:
“A technical issue briefly impacted connectivity for some of our broadband customers today.
The issue was quickly identified and services promptly restored. Any customers experiencing ongoing issues should reboot their modem to restore their service.
We apologise for any inconvenience this has caused our customers and thank them for their patience.”
