My TPG 17+

Was a tpg customer 4 years ago and it was decent back then. Changed providers for cheaper option. Have now returned to 5G broadband. Am so surprised how it seems like tog has gone backwards for its user accounts. Can’t find anything, account contains only the most basic information, difficult to contact customer care,seems phone number is the only option (who doesn’t text/chat/email these days given we are all time poor and can’t afford to sit on hold on a call???), can’t find the info you need online, and the app is clunky and super basic. A really poor effort in my opinion. I like to do everything online and via email but tpg seems to want to make it difficult. Having second thoughts about stating with them. ESP as their plans aren’t the cheapest either. User experience should be important. But seems like it’s taken a backseat. I’m shocked. It feels 10yrs behind compared to other providers. Also app doesn’t stay logged in, nor can you use Face ID to log in.

I like the TPG internet, and I like the customer service over the phone, this review is only relating to the app itself. The app is really clunky and hard to use. - It won’t let you say logged in for even short periods of time, so when you have to close the app to check a note or a message, it makes you log back in each time. - it won’t close the keyboard, so the keyboard covers the buttons you need to press when you want to submit a form - the speed test has not worked in days, and when you click the button to submit a support request it logs you out of the app - the message box is limited in how much it scrolls down, so if you need to write more than a few lines, you are writing blind, the text is under the keyboard. - when you input your email and password, the keyboard flickers.

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.