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.

Every single time I’ve been burdened to use this application I have repeatedly received error codes which cause the application to crash. This doesn’t paint a good picture for an ISP who I am trusting with my private data.

Furthermore the features do not appear to function internally at TPG. After speaking to staff on the phone, they said that it appeared I had contacted TPG via email and not the app. On top of this, they said there was no mention of the specified follow up time for them to call. Why have this feature if the data is not recorded and linked to the issue raised.

Recent experience with TPG making me reconsider my ISP. If a developer is reading this, please look at AGL’s app. It is a fantastic example of a stable and useful design.