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Level 1c

Hi TPG team,

 

I would like to cancel the NBN100 plan. I upgraded last month and you charged me with extra cost $34. However, I could not use the wifi since I upgraded. The speed is extremely slow. I tried to reach Technical support many times. I have been charged the fee for next month. I did talk to an account specialist but the speed still is not stable and drop down a few times a day. I am writing for written notice. I also sent a message to Plan Change inquiry. I would like to get back the NBN10 plan. I am not willing to pay $89.99 until I end of this service. This is your fault. 

 

Kind regards

5 REPLIES 5
Moderator

Hi @Linh, we can see that there's been a discussion about this concern on a separate thread located here: https://community.tpg.com.au/t5/Broadband-Internet/Slow-speed/m-p/25926#M10446

 

We can see that our Engineering Team has been in touch and we thank you for giving us a chance to have this matter investigated.

 

Our Engineering Team is painstakingly working towards a resolution and will contact you as soon as a new feedback becomes available.

 

Should you have further queries, feel free to message us. Thank you.

Level 1c

I had received a phone call from TPG to ask some questions and a text message to come to my house. I give you the date that I am available. It is Monday, morning Tuesday, and Friday afternoon. 

I already paid for the service, but I could not use the internet. I have the right of consumers. Your investigation is too slow. 

 

Moderator

Hi @Linh,

 

We've raised this with our Engineering team and they've tried to contact you, but you were unreachable.

 

The earliest schedule for a TPG technician visit is on the 6th of March. If you are not available on that day, I'll notify them to arrange a TPG technician visit on 8th of March (Friday) afternoon as you've posted.

 

Our Engineering team will be in touch via SMS or phone call for further updates.

 

Kind regards,

BasilDv

Moderator

Hi @Linh,

 

Our Engineers tried to contact you, but you were still unreachable.

 

They've sent you an SMS saying that the only available schedule on Friday is in the morning (8am-12nn). Please respond to the SMS to confirm or to reschedule it again.

 

Kind regards,

BasilDV

Moderator

Hi @Linh,

 

i understand that you were able to speak with our Engineering team and was able to get a technician on the 6th of March between 8AM - 12PM.

 

Further updates will be given by them.

 

Should you require further assistance, please let us know.

 

Kind regards,

BasilDV