How do I cancel my internet?

[ClareT]

My NBN internet has been down for weeks (server not responding) and all I get is texts saying thank you we have checked your service and it’s working, which is not the case. I SMS back and no-one calls back. I can’t get help. How do I cancel as I can’t even get through to do this? I expect my cancellation to be backdated. Thank you.

[David_M]

Hi @ClareT 

Before cancelling, i will have a quick look and see if i can help.

You can post here or PM(Private Message) me for a private discussion about your service.

There is also a new ''TPG Mobile APP'' to help you with various trouble-shooting and account issues, via a mobile phone app.
https://www.tpg.com.au/download

Kind regards,
David_M

[David_M]

Hi @ClareT 

I agree, all stats in our systems look good.

Your NBN-FTTP 12/1 service is passing tests in the NBN portal, and i can see your modem auth is correct to and active.

Its possible you are having modem/wifi issues.

You should try connecting a device direct to the modem using a LAN/Ethernet/Network cable and test the service. If it workswith a cable, you will need to troubleshoot your wifi connections.

If your modem is out of warranty and is faulty, you may need a new one.

Regards,

David_M