My TPG 17+

The app seemed quite good at first, I was able to do a speed test, and it confirmed that the speed was not good. It offered me a form to fill in to submit a fault. After typing in a report of the issue, I realised that the text was disappearing under the keypad, and I couldn’t longer scroll up. Even worse, the ‘Submit’ button was unreachable. It was still offering the ‘Passwords’ keyboard. I tried switching to landscape - not possible. I tried copying all the text so that I could edit elsewhere and the paste it back again, but on switching apps I was logged out. I tried downloading the app on my iPad, no better. I decided to send feedback about the app in the app, guess what? Same issue! Impossible! Very frustrating on top of my slow connection issues!!!

I’ve been using this app for a couple of months now and there are definitely a couple things that can be improved on:
1. Save login details - it’s such a simple feature that most apps these days have so it’s just annoying to have to enter your details everytime you want to open the app. Alternatively if it’s a security issue, using FaceID/Touch ID to unlock it is also so doable.

2. Manage Faults does not work - Your website outlines that you can contact TPG/Manage Faults using the app but it is a very confusing User Interface (UI). If you can even manage to put a fault in (which is already a difficult section to find), you can see very minimal information. It would be great to receive a transcript from each fault so that customers are able to gain greater clarification.

A redeeming feature, however, is that once a fault is placed, your customer service team are great at returning calls and trying their best to alleviate the issue. It would be fantastic if communication was a bit better between teams but it is understandable that not everyone is on the same training level/don’t necessarily know how to handle every kinda case that gets thrown their way.

I think you guys do a great job, I just think that a great UI is essential for an app that is essentially designed to replace a physical store and this app does not have a great UI.

App says internet is working but soon as I test speed it tells me there is NO CONNECTION. It’s happening nearly every few hours now & getting worse by the day. Internet has no service on my numerous devices so I check the connection through the app & it say it’s fine so I check the speed & the app & that’s when it says can’t find service so I put in another request for help & still never hear back from them except for them to send me a text saying your internet is fine but you can download our new app , which I already have & it’s not working either. Amazing how they rang me daily until I hooked up & now it’s a marathon to get even a text to fix the faults?? Still have inconsistent internet