Cancelling/Disconnecting NBN service since it is not working

[aliyasir110]

Hi Team, 

I want to know the procedure to cancel/disconnect my NBN service. I have just moved in a new unit and using the running NBN service. However, net is not working even after enormous help from a customer person. The last solution that was offered to me was to have a new modem, which will cost $99 plus delivery fee of $10. Paying such money given that it's not my fault that an existing modem is not working is useless. Please guide to the procedure that how can I cancel my connection? Thanks.

[Riezl]

Hi @aliyasir110, we apologise for the inconvenience this no connectivity issue is causing you and we're sorry to know that you're considering cancelling the service.

We value you as our customer and we'd like to check what can be done to turn this experience around if you could give us a chance.

We have located an account using your community details, but we'd like to make sure that we got the right one. Please PM us your TPG customer ID, username and complete address.

To send a PM, please refer to this link: How do I private message (PM) in the community

[aliyasir110]

Hi Riezl

I am unable to send any PM to you. Please check and respond promptly. Thank you.

[Riezl]

Hi @aliyasir110, thanks for providing the account details via PM. We have checked the status of your connection and it shows completely down at the moment. Our diagnostic test shows a possible power issue or battery backup unit issue. Is everything properly connected and on at the moment? Can you provide us the light status of the battery backup unit, the NBN connection box and the TPG router?

[aliyasir110]

Hi Reizl,

I am currently at work and no one else is in the unit.

I get back to unit around 8pm. I have tried calling helpline but does not help much.

Would help if your technician can come up and look at it and figure what's the issue? 

[Riezl]

Hi @aliyasir110, we'll arrange a senior technical specialist instead to call you between 8PM and 9PM tonight to further check the equipment set up. If there's a need to send a technician, you will be advised.

Let us know should you have  a preferred contact number. Thank you.

[aliyasir110]

My contact no, as mentioned in my acccount,  is:xxxxxxxxxx.

[Riezl]

Thanks @aliyasir110. We have already arranged a senior technical specialist to contact you to assist with further troubleshooting.

[aliyasir110]

Thank Riezl, looking forward to the call tonight.

[Riezl]

No worries, @aliyasir110.