Cancel my internet ADSL2+ service

[5499395]

Hi TPG

I would like to cancel my ADSL2+ internet service due to no longer requiring it as I have moved and there is exisiting internet already. Please advise next steps to cancel this. 

Thanks 

Sarah

[Will]

Hi @5499395 

It's unfortunate that you're discontinuing your service with us. I can understand though the reason for doing so.

It appears that you have also contacted us via email regarding the same request. As noted in our reply, an Accounts specialist will contact you via phone on the mobile number we have on file. If you wish to provide a different contact number or a preferred time for the call back, please PM us with the details.

For your reference: How do I private message (PM) in the community

Regards,

Will

[5499395]

Hi there
I spoke to someone over the phone on Tuesday who confirmed that the cancellation request was being put through with 24-48 hours. It's been 4 days and I have not received confirmation of cancellation via email as indicated. Please confirm that the service I requested has been cancelled as at 7 Jan given I have tried contacting TPG multiple times about this.

[Anonymous]

Hi @5499395,

Thanks for the additional details. We'll have one of our Account Specialists contact you to clarify your account concern. Please let us know your best contact number and preferred time today.

Regards,

[5499395]

Hi there
I've already spoken to someone on Tuesday and confirmed all the details to cancel the account and they said I would not be required to speak to anyone further about this. Why do I need to have another conversation about this?

[Anonymous]

Hi @5499395,

The cancellation date was set on 7th of February. 30 day notice period applies, which is payable even if your Requested Date of Service Cancellation is earlier than 30 days.

If you wish to proceed with urgent cancellation, it is best to have one of our Account Specialists contact you to provide additional details.

Regards,
 

[5499395]

I was not informed of this 30 day notice period nor of the date of the 7th of February when I spoke to your accounts team on Tuesday. They specifically informed me that it would be cancelled within 24-48hrs and I would receive a confirmation.

I am highly disappointed in this service provider who I have been a loyal customer for 4 years with. My contract was initially 6 months and I continued on following the contract term and was not informed by the rep on Tuesday of any type of 30day notice. I don't appreciate being told one thing over the phone and then no contact or confirmation for 4 days, and then have the terms change on me by another representative.

I want written confirmation of the cancellation as requested

[Anonymous]

We apologise for the confusion and misunderstanding. Our Account Specialists Team sent you an The Cancellation Confirmation of your account via email, it was sent 8th of January. Let us know your best contact number and preferred time so we can have them call you and discuss details of the 30-day notice.

[5499395]

As I've previously mentioned I was told because I SPECIFICALLY asked the question would I be required to do any more to cancel the service, I was told no further conversations were needed to be had.

Please have your team resend the confirmation as it was not sent to my account nor received on the 8th. Your team confirmed I would not be required to do anything further and this seems really poor that I've had to keep following this up

[Anonymous]

If you're unable to receive the Cancellation Confirmation we'll have our Team re-send it. To ensure we have the correct e-mail address on file. Please PM us your e-mail address to ensure we have the correct details on file.

Regards,