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No ports available

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Level 1

I signed up with TPG 2 weeks prior to moving into my new home after being told ADSL2+ was available.

They happily took my money - connection fee, first months payment, modem etc and told me connection would be within 2 weeks. 

Fast forward 2 weeks and I get an email saying no ports are available within my suburb and I could be waiting up to 12 weeks. Interesting seeing Telstra could apparently connect me right away?

An update on my situation would be greatly appreciated. My new home has really poor reception so I cant rely on the 3G/4G network.

 

4 REPLIES
Moderator

We apologise for the inconvenience this issue is causing you, @shannonhaynes.

We have located an account using your community details and were able to check the records.

As per checking, you have ordered TPG ADSL2+ with Home Phone and we provide this type of service using the copper network, which is owned by Telstra.

We work with our suppliers to provide this particular service, which means that we are reliant on their scheduling and the availability of their infrastructure.

Nevertheless, we have made a follow up and escalated the issue to our Provisioning Team. The case manager tried to contact you today to further discuss the matter, but to no avail.

We will request for another callback and if you have a preferred callback number and time, please send it via private message. Thank you.

Moderator

Hi @shannonhaynes, we can see that our Provisioning Team has been in touch and escalated the issue to Telstra.

 

The case manager is closely monitoring the account and will be in touch as soon as new updates become available.

 

Should you have further queries, feel free to drop us a message. Thank you.

Level 1

Wonderful, thank you.

I look forward to receiving an update soon

Moderator

Not a problem, @shannonhaynes.

 

Let us know if we can be of further assistance. Thank you.