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Cancelling my internet


Hi @ksoponvijit, we can see that our Accounts Team has been in touch and discussed the concerns raised.


Should you require further assistance, feel free to drop us a message. Thank you.

Level 2

XX Embleton Ave Embleton WA 6062


Hi @Hungtran20


Thanks for taking the time to post. 


May we know how we can be of assistance? 


I had to modify your post for the security of your account as it contains your account details. 






Hi @Hungtran20, are you able to PM us your best contact number and most convenient time to receive a call tomorrow?


We'd like to have an account specialist contact you to address your concern.


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

Level 3
Hi there, I have sent a cancellation letter for my ADSL account to TPG yesterday, 15/03/2020 and I haven't received any replies.Please help and advise.
Many thanks.

Hi @mihaimasca


Welcome to TPG Community! 


We're sorry to hear that you are unable to hear from our Cancellations Team yet. We'll be sending an urgent follow up to them, so we can get your request processed at the soonest time. 


Our sincerest apologies for the inconvenience. 


Meanwhile, we also encourage you to read our new community article about 
TPG customer support channels during COVID-19 outbreak


Best regards, 


Level 3

This is what you get from TPG:

account_boxMelojeanHello there! For me to pull up the account, may I have the customer ID or username?
faceMihai Mascayou are the 5th person I'm talking to related to my account cancellation
My user name is
account_boxMelojeanI apologize for any inconvenience. Thank you. For security and privacy, may I confirm your full name, address and date of birth to ensure I'm speaking with the account holder?
Yes, I am the account holder
I wish I wasn't
I have submitted an online application to have my account closed since Sunday and nothing happened
Every operator I spoke to since is giving me a different storry
with the last one making me wait and then closing the chat
could you please tell me what is really going on there?
Much appreciate
...if you're still there, of course...
account_boxMelojeanWe apologize for any inconvenience Mihai. We appreciate your patience, currently we are experiencing a temporary system issue that may cause the delay of our response. I will check your records now and will be back as soon as I can. Would that be fine?
faceMihai Mascawell not really, I have been in touch with 2 operators since this morning, you are the third and you are giving me another story
this is unacceptable, people have jobs and can't waste days (already) for a simple operation to take place
I did understand that the pandemic affected everything but I have already been waiting since Sunday for something to happen
one other operator told me on Wednesday that by Friday I should have some answers
now everybody has a different story
I have a record of all the messages and most likely will send them to Telco Ombudsman
It is too much
The previous operator, by the name Milagros, first told me that I have to wait 24-48 hours, and that TPG has only received my email (i've never sent an email I have applied online) The operator I spoke to on Wednesday told me that TPG has received my quest on Sunday and I have to wait 24-48h and someone will contact me
Now, you are telling me you have "system issues"
So who is lying and who is not?
account_boxMelojeanWe really apologize for this delay. I will coordinate this to one of our account specialist to right away address your request.
faceMihai MascaThat would be great because I really don't want to pay for something I don't use
So when can I expect to talk to someone?
account_boxMelojeanI understand. It may took me a while but I am still online. Just making sure we can address this right away.
faceMihai MascaSo shall I wait online or...?
account_boxMelojeanWould you like us to write you an email instead or call you back?
faceMihai MascaCalling back is fine.
However, when is that going to happen?
account_boxMelojeanThank you. I have coordinated this now to our Account Specialist. I will request for an urgent assistance, If possible we'll call you today alright?
faceMihai MascaWell, it seems like you don't give me a better option. The first operator I spoke to this morning said I will be contacted right away
online or by phone, you can see that in the recorded messages since you have access to it
why is that not possible now?
I just want my account cancelled straight away
Being delayed is intentional so as I have to pay for a period I have never used
account_boxMelojeanOkay if you stay on the line for a moment I will try to get an available specialist. It may take a while but I'll be back as soon as I can. Thank you!
faceMihai MascaI am online
account_boxMelojeanMuch appreciated!
faceMihai MascaI have to sort this out asap. It is sad to see how loyal customers are being treated. If it wasn't for that, I wouldn't have wanted to stop using TPG services.
I've been with TPG since 2011
Any news?
account_boxMelojeanI am already asking for assistance to sort this out the best I can. Hope you understand, we're really sad to know that you will be needing to leave us too.
faceMihai MascaI wouldn't have should things would have gone better. I am not talking about the cancellation issue. This is extra
account_boxMelojeanI totally understand that. Please bear with me I am still waiting for an update.
faceMihai MascaLuckily I have to work from home today so I am connected
account_boxMelojeanI can transfer you now to an account specialist to assist you about your cancellation okay?
Mihai MascaWell, I would like to sure, but how is that going to happen?
MelojeanI will make sure to transfer you to an Account Specialist. We have an internal process to do the transfer.
Mihai MascaWell, last operator just cancelled on me
Hope it's not going to happen again
account_boxMelojeanYou have my word. This would be the right department that can assist you.
Sure. I'll transfer you now.
Mihai MascaLet's try doing that then
account_boxMelojeanAlright. Thank you for contacting TPG Chat Support.
Have a good one! Cheers! 🙂

Feel free to chat with us again!
Email us at /
Or call 131423 should you need further assistance.
You can also check out our community page at
faceMihai MascaOk
Anyone still there?
Level 3
And of course, after about half an hour, the operator cancelled the chat without transferring me to anyone...This is how TPG understands to treat its customers...

hHi @mihaimasca,


We're sorry to know about the difficulty reaching our support centre. Due to precautionary measures to protect our staff from the COVID-19 outbreak, TPG’s telephone support team members are transitioning to working from home. We appreciate your patience as you may experience longer wait times.






Level 2
This is exactly what i have been experiencing the last week.
Its like all the operators are at home watching netflix at the same time as they are 'helping'.
Ive chatted to 3 different people all have given me different answers or left me hanging.
Its pathetic, i know theres a pandemic on but it looks like these people have been told to stall customers from cancelling.
I have now emailed the au address but im not holding my breath for a result.