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Get online support
I have been trying to do the installation for almost 4 weeks, requesting help by emails, calls , chat support with no luck either support.
After being a tpg member for the last year and a half. Moving home with TPG has been a nightmare and due to I'm still waiting a call or explanation of what is going on with the service ( almost 4 weeks) and I decided to cancel my account.
Try this secret form: https://cyberstore.tpg.com.au/your_account/cancel.php
It seems to be about the only way.