I want to cancel my internet plan and terminate my account

[mpk74]

I wish to cancel my account. Is it possible to do it via the phone or is the only option cancel@tpg.com.au. 

[Ahra_G]

Hi @mpk74 

Let us have your TPG username or customer ID via PM, we'll have an Accounts Specialist to assist further. 

Thanks! 

Ahra_G
 

[mpk74]

Shout out to Ahra_G For the quick response and help. Hopefully we can get the issue sorted.

[mpk74]

And now it would seem I am stuck in the endless circle of " Our Account specialist has been unable to contact you. " 

[drbob]

I guess if your cancellation has gone through you will no longer be seeing any responses to your posts? If you still can, please advise how the cancellation went. I was supposed to receive a call from an account person and instead of a call I received two SMSs, the first one advising me of a missed call (I was sitting practically next to the phone) and the next advising me of an attempt to contact me and sending me an email also. I have yet to receive the email! I am wondering if I am joining you in the "endless cannot contact you" loop!

[drbob]

As it turned out the second SMS was right, I was indeed sent an email from @TPG.com.au - only thing is, the email arrived in  my mailbox about 3 hours after it was sent! A look at the "Source" of the email showed that it spent time "in limbo" inside the tpg systems.

The good news is that after I replied to the email as instructed I received an acknowledgement almost immediately, advising that the request will take a few days to be processed. So, delays in the TPG email system is not a constant.

So, I am wondering: Why does TPG lists only calling 131423 to cancel when it would seem that one can cancel one's service by just sending an email with account details to @TPG.com.au? I like the email path as it leaves a dated trail and there is no waiting for an indeterminate  length of time on the phone.

[Shane]

Hi @drbob ,

You can send an email to that address; however, you will still be contacted by one of our accounts team members for verification of the request. Please understand that we do not make any changes to the account without verification from the account holder.

You will be contacted by our accounts team to conduct verification.

Regards,

[drbob]

It turned out that the reason I didn't receive the phone calls from TPG was because (so ashamed!) my phone was blocking TPG calls! Honestly, I swear I did not configure the phone to block any number!!

Anyway, I have been in phone contact with TPG (as organized by shane) and I have now received an email from TPG confirming the cancellation of my service at the end of my billing cycle. My request has been processed faster than anticipated and a Sunday!

Thank you moderators for helping with cases that "fall through the cracks".

[Angeli]

Hi @drbob, 

We are glad to be of assistance to you. We are just a message away should you need anything for your TPG subscription. 

All the best!