Please schedule the installation ASAP

[ggunje888]

It has been 2 weeks since I changed my plan from FTTB to ADSL2+. Also it has been 2weeks since I paid for shipping fee for new modem and other charges. (At the time you guys made mistake and I had to call 1 hour to get refund $89.99 which was put into my bank account 2 days ago, finally.

Please schedule the installation ASAP, and I would like to ask you what are you going to do with the 2 weeks that I could not use your internet service due to this forever taking installation setup. I have not received a text message or an email at all. Is this truly normal that installation takes this long? I was not told this when you guys recommended your service. Please answer carefully with details, especially what you can do about the 2 weeks that I have been waiting for just installation even I paid everything 2 weeks ago. 

Thanks.

[Anonymous]

Hi @ggunje888

We have located the account using your community details.

Your refund request has been processed and I have sent the details via private message.

Your application with TPG will not proceed any further. This is due to technical limitation that is beyond TPG's control. The line infrastructure is using an optic fibre all the way from Telstra exchange to your premise. TPG uses only copper line in order to deliver the service to your address.

We'll have our Account Specialist to contact you to discuss this matter further. Kindly PM your best callback number and preferred time to be contacted. Thank you and we're sorry for the inconvenience.

Regards,
Angeli_L

[ggunje888]

So for 2 weeks I have been paying for no
service? When you recommended to keep using TPG at this location, you never told me about the potential technical issues. Please confirm that I am paying $60 per month for just waiting for this forever installation. Also please cancle the direct debit right now so that I will not pay anything untill I have the service that I should have under payment.

[Julien_M]

Hi @ggunje888, 

Thanks, I have arranged a call for you today between 2-3 PM NSW with one of our Account Specialists for a better discussion regarding this matter.

Feel free to reach out if you ever have any questions or need any assistance. 

Regards,