ADSL2+ installation delay

SOLVED Go to solution
Highlighted
Level 3

We have recently moved into an appartment where previous tenant had tpg broadband running. We were told our standalone ADSL2+ would be up and running in 3 days. After a week we are now told it will take another 10 days because a technician has to attend. Technicians are not supposed to be required for standalone ADLS2+. There is already a phone line which was running tpg less than 10 days ago.  When we call TPG we just get the response that the Telstra system says it will take that long. This seems ridiculous. Can anyone help??

1 ACCEPTED SOLUTION

Accepted Solutions
Highlighted
Level 3

Hi Riezl

I waited at my unit today from 8am for the technician to arrive.  Nothing had happened by 11.30am, so I rang TPG and selected the instllation option. Whoever answered told me the technician had been in my lounge room at 9am and had done the installation. I told him, this was not true, for starters, the phone line is not in the lounge and nobody had been there at all or called me. THat's funny he said, let 's see if we can do it now. FIve minutes later I had the internet working. As I suspected all along, it seems like it could have been done remotely two weeks ago. Either TPG are getting told a pack of lies by Telstra, or you make it up yourselves. I guess I should have called installations in the first place, rather than customer service. Either way, it has been a real waste of everyones time.

Cheers

Marie

View solution in original post

17 REPLIES 17
Highlighted
Moderator

Hi @Mariechloe,

 

Welcome to the community!

 

I was able to pull up your account using your community details and I've seen you have been in touch with one of our Case Managers and provided the installation update. The initial date provided is the earliest date available provided to us by our wholesale partner Telstra.

 

Let me know should you require further assistance.

Highlighted
Level 3

Hi Shane

I don't understand why it is taking so long as previous tenant had TPG running and told me it only took one day for her to be connected. TPG must already have a DSLAM connection to our unit so you should be able to turn the service on immediately.

Marie

Highlighted
Moderator

Hi @Mariechloe,

 

TPG do not have control of the installation. The initial installation date is the earliest date available provided to us by our wholesale partner Telstra. As much as we would like to make it earlier, only Telstra technicians are allowed to do the installation.  Besides, ADSL2+ will be activated in approximately 10 working days but can take up to 20 working days in some cases.  It is still within the given time frame.

 

Regards,

Highlighted
Level 3

Hi Shane

Keep in mind we don't know how the TPG-Telstra relationship works, we just rely on TPG tellling us when installation will take place. It would have been better if the customer service person advised us it would take up to 20 days at the start. We were told 3-5 days, so our expectations are obviously way out of synch with what you are able to deliver. 

Marie

Highlighted
Moderator

Hi @Mariechloe,

 

Porting of your home phone number from the previous provider takes 3-5 working days but normal ADSL2+ installation takes 10-20 working days. We also sent you an e-mail last 16th of August stating the normal installation  time frame.

 

Regards,

Highlighted
Level 3

Hi Shane

We ordered standalone ADLS2+, with no phone number required. I'm confused as to why this is being arranged. Sorry for not being a Telco expert, I thought that was what TPG were supposed to be doing for me, terms like "porting" mean nothing to me. I guess I assumed when I was told when I signed up that it would take 3-5 working days, that was to activate the service. Once again, keep in mind, I was relying on TPG to be the experts.

Regards

Marie

Highlighted
Moderator

Thanks for your feedback @Mariechloe. Looking forward for your service to be installed on the 28th. Let me know should you require further assistance.

Highlighted
Level 3

I haven't recived any assistance so far, so why would I want any "further assistance"?

Highlighted
Moderator

We apologise for the inconvenience and confusion this has caused you, @Mariechloe.

 

We can see that you have signed up for TPG ADSL2+ with Home Phone service, not a Standalone ADSL2+ service. Thus, we have advised you that the installation time frame is 10-20 business days.

 

We have submitted your order to our wholesale partner Telstra and they have provided us the earliest installation date, which is on 28 August 2018, 8AM-12NN.

 

A Telstra technician will attend to your home and it is required that you or someone else is present during the installation date as you will need to provide clear access to the Network Boundary Point.

 

Since you are living in a unit address, the Network Boundary Point is the  Main Distribution Frame (MDF). Please refer to this link for more information: http://www.tpg.com.au/support/faqs.php#2.17

 

There are also cases that Telstra technician is able to install the service without needing your assistance or contacting you if the Main Distribution Frame (MDF) is accessible.

 

After the appointment window, you may connect your modem or phone handset (using the instructions included with the modem) or you may also visit this link:

 

Setup for ADSL2+ with Home Phone

http://www.tpg.com.au/support/adsl-modem-wiring.php

 

Should you have further queries, please let us know so we can have a specialist contact you to further discuss the matter.