TPG Community

Get online support

Moving Home - NBN back to ADSL - Fees

Highlighted
Level 1b

Hi all,

 

Just asking if anyone else has had something similar as far as moving properties is concerned. I am currently connected on an NBN plan with TPG and have had to move apartment's to one without NBN (scheduled for September 2019) meaning i've had to revert back to ADSL+2.

When I phoned up I was charged the following...

- $99.95 reloaction fee

- $59.95 adsl unlimited data monthly fee

- $20 for something that was explained which I was completely unsure about.

Total - $179.90.

 

Honestly, this is whole heap of money to downgrade my internet service which makes no sense whatsoever!?!?!

 

My question is, come September when NBN is made available to my premises, will I be charged another amount of similar to above, or can I resume my previous month to month plan that I've been on since the inception of NBN.

 

Happy to hear everyone else's thoughts on your previous experiences....if any?

 

 

7 REPLIES 7
Highlighted
Moderator

Hi @inductivom1,

 

Welcome to TPG Community!

 

We have located the account using your community details.

 

We'll have an account specialist contact you before 7PM NSW time today to address this concern.

 

Should you have a preferred contact number and time, please send it via PM.

 

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

Highlighted
Moderator

Hi @inductivom1,

 

We've seen that one of our Account Specialists tried to contact you earlier today unfortunately no avail. If you have available time please call our support hot line 13 14 23 (option 3,1&4).

 

Let us know should you require further assistance.

 

Cheers!

Highlighted
Level 1b
Hi Shane

Apologies for missing the call. As it's the weekend, when would be the best time to return the phone call?

Regards

Mark
Highlighted
Level 1b
Hi,

I spoke to a representative at TPG who was helpful and explained that there may be an assessment when my new apartment is NBN compatible. Fair enough....

As far as the $179.90 is concerned, is there anything that can be done about that as I am downgrading the service by ALOT and am out of pocket by that largr amount.

I eagerly wait your response.

Mark
Highlighted
Moderator

Hi @inductivom1

 

Standard set up fee of $99.95 will apply if you choose to upgrade your ADSL2+ to NBN without Lock-in contract.
 

You also have the option to upgrade your service to NBN once available with $0.00 Set Up fee in exchange of 18 months lock-in contract.
 

Let us know should you require further assistance.
 

Cheers!

Highlighted
Level 1b
Hi,

I've had an absolute shocking experience with TPG and have not got any internet still after everything that's happened over the past 5 days.
For context, I've had to revert back from NBN to ADSL2 due to moving apartments. I contacted TPG prior to moving so I can be "connected" as I move in. Since then no connection and at least 7 phone calls speaking to 12 call centre workers (who have been nice - but result).

1. I was supposed to have a technician show up on Saturday 18th May that didn't turn up (and my wife and I cancelled plans to be present).
2. I've been on the phone to at least 12 representatives who have not been able to locate the issue. Each time I've had to explain the situation again from scratch (is there not any paper trail of my situation????).
3. I was advised that there is an issue with the phone lines in my apartment, I would have to pay for the technician chargers if TPG were to complete the work or I can source my own technician to do this.
4. I've paid a setup fee of $99 to do all this plus $59 for the upcoming month while I'm still NOT connected. Isn't the purpose of the setup fee to get all this connected?

This is absolute highway robbery. I Am expecting a call back tomorrow after 5pm from the "engineering team" for me to advise if I'm going to be sourcing my own technician or paying the TPG supplied one.

How can i get a refund of everything and cancel my service? This is absolutely shocking and frustrating that I've been fobbed off by different areas without a resolution.

Ticket number for your reference 9487921. Looking forward to hearing from anyone soon.....
Highlighted
Moderator

Hi @inductivom1

 

My apologies for the trouble you've experienced in trying to get the service installed at your address. I can only imagine how frustrating this entire ordeal has been for you.

I reviewed your installation history. From what I can tell, the Telstra installer went to the premises on May 18. He actually completed the installation from outside going to the MDF. The reason why it failed to work on that day was because the line that goes to your unit isn't properly connected in the MDF. This is already an internal issue which is usually done by the building admin.

The setup fee that you paid for, is to get Telstra to ensure that the connection from the exchange going to the network boundary point (in this case MDF) is completed. The $59.99 that you paid is for the first billing cycle, which started once the installation was tagged as complete.

I do see here that this is now under the monitoring of our Engineering Team. They attempted to call you earlier (8:23PM NSW) but they were unable to reach you. Based on the notes, you made a return call and spoke to our Helpdesk who gave you a brief explanation regarding the MDF issue that needs to be fixed for your service to work. It was noted that you agreed to a call back request tomorrow (after 5PM NSW) from our Engineering Team to discuss the options on how to get this resolved. Kindly wait for our Engineering Team to give you a call tomorrow as agreed upon.

 

We have also responded to your FB post. To avoid redundancy, can we keep the conversation on your FB post?

Regards,