Cancellation / change to no contract before install

[W25jeremy]

Hi,

I've recently registered and have realised a mix up in my registration.

My service is due to he installed and activated on Monday by a technician.

Checking my emails, I realised I'm on the 18 months contract, but I actually wanted to be on the no contract plan with the $99.95 upfront payment.

Can anyone help me please? I called I'm today and was told no one can fix this until after the service is activated.

However, when the service is activated, the 18 month contract then starts and I'm not able to change it. A bit of a catch 22.

What are my options?

1) Can this be changed to the no contract plan?

2) Alternatively, am I able to stop installation and cancel this registration / installation completely?

Thanks.

[Anonymous]

Hi @W25jeremy, 

Welcome to TPG Community! 

I understand that you wish to modify your plan to no lock-in contract. Your request can be raised to our Accounts Team after the service installation gets completed. It is best to wait for the job completion instead of cancelling the whole application. I would recommend that you contact our Customer Service Team by phone at 13 14 23 to request for the contract modification and your confirmation to pay the set up fee. 

Let me know if you require further assistance. Stay safe!

-Angeli

[W25jeremy]

Hi Angeli,

Thank you for the reply.

You mentioned "instead of cancelling the whole application. Is that an option? If so, how do I do that?

I ask because I am moving soon and would rather do apply later.

[Anonymous]

Hi @W25jeremy, 

Your FTTB installation has been completed; thus, if you will request for cancellation now, an early termination fee will apply. If you are to move your service in the future, we have our relocation team that can assist you with the transition. 

Let me know if you require further assistance. 

Best regards, 

Angeli

[W25jeremy]

Hi, I called in to request this on Monday and I was told someone will call me back with 24h to confirm the change over to the no lock-in plan.

However, I haven't heard anything yet. Is anyone able to follow this up please?

Thank you.

[Ahra_G · Accepted solution]

Hi @W25jeremy, 

Recent update on your account indicated that an Accounts Specialist has contacted you today and confirmed the plan you are subscribed to and you are under a no-lock in contract. 

Should you require further assistance, you may reach out to us again or you may check out our self-help options located here: http://tpg.com.au/support

To help manage your TPG services on the go, you may download our TPG Mobile App on this link: tpg.com.au/services/tpg-app 

Regards,

Ahra_G

[W25jeremy]

Yes. Thank you. All sorted.