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Telstra technician can't open MDF box even if there were other technicians who previously opened it

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Level 1a
I got an installation appointment today.
Technician came and I showed him the MDF. After 10mins, he was not able to open the MDF. Got me to call the landlord and that the landlord said that there were two successful installation last Wednesday and Thursday with the technicians able to open the MDF box without problem.
So, have to wait for another week to have an installation schedule? Due to technician's inability to open an MDF box, which was opened by other technicians.

On top of that, there's this payment when you need to reschedule an installation appointment.
5 REPLIES 5
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Moderator

Hi @j0n3z

 

Welcome to TPG Community!

 

We're truly sorry to hear if the Telstra technician wasn't able to complete the installation since he was not able to open the building's MDF.

 

We are still waiting for the report from the Telstra technician that attended the job and have this rescheduled.

 

We understand that you've already raised the issue with our Customer support team and the case has been forwarded to your case manager for further investigation.

 

The update will be given as soon as it becomes available.

 

BasilDV

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Level 1a

Middle of business day, no update yet.

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Moderator

Hi @j0n3z

 

We understand that you've contacted our Provisioning team and discussed what happened with the Telstra technician visit.

 

We are now waiting for the next available schedule for the Telstra technician visit and your case manager will be in touch as soon as an update becomes available.

 

BasilDV

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Level 1a

Three days passed and still no schedule received.

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Moderator

Hi @j0n3z

 

The ADSL2+ service was not installed due to the NBN rollout in your location. Since the NBN technology is available for your address, the payments from the previous order will be used as credit to process a new order.

 

The technology available for your location is HFC (Hybrid Fibre Coaxial) under the Service class 22, which means that a technician will be scheduled to install the wall-plate and NBN NTD box.

 

Once our NBN provisioning team received the earliest available date for the installation, they'll notify you via Email.

 

We've created an article that will help you Check or Reschedule Your TPG Installation.

 

The installation timeframe for the NBN is within 2 to 30 business days.

 

If you need further assistance, please let us know.

 

BasilDV