Moving to a place where TPG can't provide service

[hf10]

Hi,

I am on an 18th month contract with TPG and have used 5 months of their NBN service. Because of work, I now have to relocate - I informed TPG and they told me they can't provide NBN at the new address but can provide ADSL2+ - which was great. So they provided me with a new ADSL2+ contract and closed the other NBN contract. So about a week or so after moving in, I receive an email from TPG saying that Telstra can not deliver ADSL2+ service as there is no cable for them to provide the service. So long story short, today I receive an email from TPG again acknowledging that they can't provide the service, but they want me to pay a reduced Early termination fee of $180. 

TPG , it clearly says on your website:

Moving Home special case:

If you are applying to relocate your current Internet service to a new location where your current service is not available, you have 3 options:

1. Choose any of the available services (Broadband Off Net, ADSL2+, Naked ADSL2+ or ADSL2+ Home Bundle). Applicable fees and contract term will apply as above.
2. Cancel your current Internet service (paying out the remainder of your Minimum Contract Term up to $350 (see above for calculation)
3. During the Minimum Contract Term if TPG determines that we cannot provide any Internet service (Broadband Off-Net, ADSL2+, Naked ADSL2+ or ADSL2+ Home Bundle) at the new address/telephone number, your service will be cancelled and remaining portion of the Minimum Contract Term will be charged up to a maximum of $60.

Furthermore, reading through your forum, you waived the Early termination fee for this person who was in the same situation as me wherein you couldn't provide any internet service to their new address either (https://community.tpg.com.au/t5/Accounts-and-Billing/Relocate-NBN-to-the-new-address/td-p/21371?fbcl....

I feel like the TPG people I have had correspondence with have their own versions of TPG policies in their head - TPG staff should be consistent. Please advise.

[Anonymous]

Hi @hf10,
 

Welcome to the community!
 

Normally when we setup an account there is a setup fee charge in for us to proceed with the installation. In your case, there was no setup fee involved thus you were signed up for an 18 mos contract. I understand that you moved out, unfortunately both NBN and ADSL2+ are not available at the new location. Since you are still in contract at the old location, a termination fee has been applied.
 

We're able to locate your account using your Community details and have seen that your case is currently under assessment by our Cancellations Team. 
 
It would be best if we can raise your concern directly to their team to further address your disputes or other queries you may still have. 

May I know your best contact time & number? 

In case you need a reference:

How do I private message (PM) in the community

Regards,

[hf10]

Hi Shane,

Thanks for the reply. 

You have just reiterated everything I have mentioned in my post so I will reiterate as well. Yes, I had signed up for 18months contract and have only used 5 months, but I had to move to a new place because of work and I was told by TPG customer representatives that TPG could provide ADSL2+ at the new place, hence, they gave me a NEW ADSL2+ contract that would take over the OLD NBN contract. Bottomline is, now TPG has now acknowledged that it can't provide any service at the new location. 

So, again - your policy states on your website option 3:

Moving Home special case:

3. During the Minimum Contract Term if TPG determines that we cannot provide any Internet service (Broadband Off-Net, ADSL2+, Naked ADSL2+ or ADSL2+ Home Bundle) at the new address/telephone number, your service will be cancelled and remaining portion of the Minimum Contract Term will be charged up to a maximum of $60.

Furthermore, you had waived the termination fee for this customer who is in a similar position as me wherein you could not provide any service to the new location. https://community.tpg.com.au/t5/ADSL2-Installation/Moving-to-a-place-where-TPG-can-t-provide-service...

The reason why I am putting this in writing now is because everytime I speak to one of your customer representatives, I get told inconsistent details. And even now, you are insisting a termination fee ($180) without addressing your policy or the other person you waived off the termination fee.

[Anonymous]

Hi @hf10
 

As advised above It would be best to discuss your concern to one of our Account Specialists. We'll wait for your best contact number and preferred time tomorrow.
 

Regards,

[BasilDV]

Hi @hf10,

Your Case manager was trying to call you, but you were unreachable.

Do you have any preferred time for them to try again? You may also contact the number that they've provided via SMS to speak with them directly.

Kind regards,

BasilDV

[hf10]

Hi Shane and BasilDV,

I am currently out of the country but I am available via my UK number, which I can provide via private message, otherwise I will be back next Saturday (May 25).

[Rica_R]

Hi @hf10,

Our Case Manager are unable to make International calls, however they can send you an email for the details. Also, you may send us your preferred time on May 25th and we'll have the assigned Case Manager to contact you on your given time and date. Thank you. 

[hf10]

Hi Jhoey,

Yes, email would be good. I will also reply to that email regarding my contact number, which I think is in your system, and best time to call me on the 25th of May. Thanks.

[Ahra_G]

Hi @hf10, 

An email has been sent to you from our Cancellations Team regarding this concern. You may reply directly to it should you need clarification or needs further assistance. 

Regards,

Ahra_G