TPG Community

Get online support

Billing cycle started before I've received anything

Level 2

I signed up on Thursday, got an email yesterday, Friday saying the modem was on the way, and got an email saying my billing cycle has commenced. Seriously, WTF, how can I possibly be charge for something we don't even have yet, been charged for a service that isn't been provided is against the law, and don't tell me that you are providing a service when I haven't even got the modem yet. I still NEED to pay Telstra because we still NEED internet at home, so now we are paying for 2 internet services, even though we only have the one with Telstra active. My billing cycle shouldn't start until i have received the modem and activated it. This is my first ever experience with TPG, and it's not off to a good start. May consider the cooling off period, get my money back and go elsewhere. I am not happy.


Hi @stephenkusz72


Welcome to the Community!


The installation of the NBN service may take 2 to 30 working days. Since you have an active line from NBN Co, the activation was done remotely.

We understand that the billing cycle has already commenced, but a billing adjustment will be applied to the days that you are not able to use the service while waiting for the modem that we've sent.


We apologise for the inconvenience.