Cancellation of service

[a1dhillon]

Dear TPG,

I have spoken to several people regarding my account. I would like to cancel the plan due to the issues regarding speed. I was given misinformation regarding what speed I would be able to receive. 

I have spoken to numerous people and would really appreciate if you could action this. 

Thank you! 

[BasilDV]

Hi @a1dhillon,

Sorry to hear that you've decided to cancel your TPG account.

All ADSL2+ services will only provide you an upload speed of up to 1Mbps only. If you require more upload speed, then you need to have a different service technology like NBN or cable broadband which can offer up to 40 Mbps Upload speed.

We will chase the request with our Accounts team and they'll be in touch with you via E-mail or phone call to discuss the process further.

Kind regards,

BasilDV

[a1dhillon]

Hi,

NBN isn't available where I am. If you can get the accounts team to action the cancellation, that would be great.

Thank you.

[BasilDV]

Hi @a1dhillon,

Our Accounts team has acknowledged my request and they'll be in touch within 24 to 48 hours as they need to assess the account.

Should you require further assistance, please let us know.

Kind regards,

BasilDV

[a1dhillon]

Hello, 

Do you know when someone is going to contact me regarding my cancellation please? 

Thank you! 

[Rica_R]

Hi @a1dhillon,

Apologies for late feedback, we've seen that one of our Cancellation Officers has been in touch. Follow up will be made after their assessment of your case. Should you require any further assistance, please let us know. Thank you.

[a1dhillon]

Hi,

I was told I would receive a response within 24-48 hours but it has now gone passed this timescale. Can someone please contact me regarding the cancellation please. 

Thank you. 

[Will]

Hi @a1dhillon

I have forwarded your concern to our Escalations Team. Please expect a call before 3PM QLD today.

Regards,

[tarynamy]

I called yesterday to action the cancellation of my NBN service as my new house does not have NBN yet. The guy i spoke to was meant to send me an email with details of where to send an email for it to happen, it never came through.

After not receiving the email, I sent an email with all my details to your contact us form online, but i want to be sure this will be sufficient. Can you please confirm this?

I have been a customer for 6 years at my current house, plus a good 10 years at my parents place, the only reason i need to part ways, is due to the fact you can't provide service there. I will be back when NBN is available.

[Riezl]

Hi @tarynamy,

Welcome to TPG Community!

We appreciate your loyalty and we are looking forward in connecting you to TPG NBN.

We have located the account using your community details.

We have received your email and we'll make a follow up with our Accounts Team to address your concern.

One of our account specialists will be in touch via email for further updates.

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