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Level 1b

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.

 

11 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 1b

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.

Level 1b

What an absolute joke.

 

Two confirmation text messages that my ADSL will be installed Tuesday 29/05 between 1pm and 6pm.

6pm comes and goes and still no internet.

Phoned for an update - first person told me it may take until 8pm so wait until then. Second person told me Telstra have closed for the evening and I will receive a phone call with an update/explanation at 9am this morning.

9am has come and gone and still no communication. 

As usual, happy to take my money weeks ago, but when it comes to providing the actual service I've paid for, useless.

Moderator

Hi @shannonhaynes, we're sorry if you're unable to receive a call from our Provisioning Team.

 

As per checking, the service has been installed and activated around 6AM today.

 

To set up your connection, you may refer to this link.

 

Setup for ADSL2+ with Home Phone

 

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

 

We can also have a Technical Specialist contact you for assistance. Are you at home now and free to receive a call for troubleshooting?

Level 1b
I can see from my connection status and email that connection was successful at 1330 and can confirm internet is now working.

I look forward to hearing from someone regarding the compensation I was assured of for TPG exceeding the 20 day service promise.
Moderator

Hi @shannonhaynes,

 

I can see that one of our Case Managers tried to contact you to provide information about the compensation unfortunately to no avail.

 

On the other hand. Your service is now working however it is connected to someone else port. We will raise this to our Engineering Team for assistance and request for urgent feedback.

Cheers!

Level 1b
What does that mean ‘my service is connected to someone else’s port’?
What does that mean for my internet connection now?