Hi @gatlingsu ,
Welcome to the community!
Thanks for raising this to us, we're sad to know that you're having provisioning issue with the service. We'd like to take this opportunity to turn around your experience, to better understand the situation shoot me a private message with your account details (Username/Customer ID together with the address on file).
22nd Apr I found my TPG wifi router does not provice internet service, wifi is accesible by devices, but no internet access. At the time I can use cable directly connect to NBN box, and access internet. This is strange.I rang support, after passing to, and then being hung up once by account team, i rang account team, and was told my account is switched over to another provider.I question then why my NBN box still provide cabled connection, but TPG router does not provide wifi internet access, I was told i can be transferred to support team.And i was given the option to sign up a new TPG account, giving up my over ten years exsiting account.To restore my service, I had to accept it, went through the entire phone call journey of becoming new customer.That was afternoon of 22nd, now TPG router still have no internet service for wifi part.A few things I need solution,1, I need wifi access to internet, please, someone please help and check again, I know it takes time but too many times things did not go as they should be, and I had to be the one asking.2, I was told I can't have info who transfered my account, this is not acceptable, I request an investigation who did that, someone seriously violated TPG or any provider's policy.3, Now I fall into a new 6-months contract, while I am actually month to month. I had to accept that yesterday because that is the only solution given, I request change my new account to month to month.4, I need an answer why NBN box wired connection is working, but not wifi part, if my account is really switched over, why only the wifi part is not working? maybe this is just technical, but I need to know.I understand it is probably something dodgy happened and not what reflecting TPG policy, but please help, it is not easy to spend time sorting this out when I did not initiate any change.
Thanks for sending me your details. I was able to locate the account and confirm that the service is now working. Also, I noticed that you have been in contact with one of our Account Specialists and discussed details of the contract of the new account at the moment it is now under investigation, updates will be provided within 24-48hrs.
Let us know should you require further assistance.
Thanks Shane, message sent.
I was told Thursday it takes 24-48 hours to establish(re-activate) my NBN connection, it is fast appraching the deadline but still no connection.