Installation delay

Level 2
We recently moved to Australia and are living in a Appartement. We paid around 175Aud$ on the 19.9.18 upfront for Adsl2+ and phone line.
Our first installation date:
30.9.18.cancelled due high work load
Our second installation date:
4.10.18.cancelled due high work load
Our third installation date:
9.10.18.cancelled due high work load
No Telesta technician has even come close to our place. It has been 21 days and nothing has happened.
It feels like a joke.
Please respond to this asap.

Hi @gabriel1976,


Welcome to TPG Community!


We apologise for the inconvenience this delay is causing you and we would like to help get to the bottom of this.


We have located the account using your community details and we can see that the issue has been escalated to our Engineering Team.


As per checking, a technician has been booked on 12 October 2018 and we have also received your confirmation via SMS.


Our Engineering Team is closely monitoring the case and will be in touch as soon as the final report is received from the technician.


Let us know should you have further queries.


Level 2
Hi there,
Today is the 12.Oct. and no technician has shown up again within the appointment timeframe.
We have been waiting for a total of 16 hours during these 4 appointment s and still no internet.
What's going on?
Hope for your response asap.
Regards Gabriel

Hi Gabriel,


I'm sorry to read all the troubles you experience with the service installation.


The delays or sudden reschedule of the technicians by our third party provider Telstra is definitely dissapointing.


Our 3rd party provider Telstra did not clarify the cause for the high workload notice in the area but based on what I personally see the weather plays a factor on this as onsite technicians cannot work on the lines or pits outside if it is raining.


We have notified our technical team of your concerns. They will continue to assist you in getting the service working and we will do our best to ensure that your case is given priority.


Kind regards,

Joseph D

Level 2
Hi there,
Just want to let you know that we have waited a total of 16 hours in our Appartement during working hours.
Not at any time did a technician or Tpg cancelled the appointment or let us know that they are somewhere else.
In the real world Tpg should compensate me for the lost 16 hours of waiting.
Stop using the telstra technicians as an excuse. If you can't controll them you shouldn't be a internet provider.

Hi @gabriel1976,


We apologise for the delay and understand you feel that your connection issue is taking far too long to resolve.


We've seen that you have been in contact with one of our Engineers and advised the case progress at the moment our team is still waiting for the update from Telstra and updates will be provided on Monday.


We'll pass this to them for additional reference, please be advised that Billing adjustment will be subject for approval and investigation it will commence once fault is fixed.


Let me know should you require further assistance.