Cancel my service

[Linh]

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

[Anonymous]

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.

[Linh]

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. 

[BasilDV]

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

[BasilDV]

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

[BasilDV]

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