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NBN Service not yet installed and cancellation fee charges apply?

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Level 1c

In Jan this year, i was searching for an NBN provider and happened to look at TPG and was talking to a friend who advised me to "put in my phone number on the website" and that someone will contact me.

I did and a Sales person contacted me and we talked about the plans - i mentioned that (upfront) I was also looking at other providers and she said "no problem as there is NO service to your site yet and therefore your service has not commenced yet"... i also asked for a NO CONTRACT plan and she advised that "perhaps we put you on 18 mths contract and you can change to NO CONTRACT prior to service being installed"...

Based on that, i accepted... subsequently i was advised that NBN will be installed on 24 May to my premise and yesterday (19 Apr) was advised that it's now 7 May. I was then asked by my EXISTING provider if I could stay with them if they gave me certain incentives.

I then contacted TPG this morning and spoke to Zael (I hope that was spelt correctly from the "retaining" team) who says I can cancel IF i pay cancellation charges of $350 as I am on a plan.

I have NO SERVICE yet to my premise - i was advised that UP UNTIL service commence, I can change to a "no Contract" plan...

Zael eventually said that she will change to a "NO CONTRACT" plan and will now charge me $99.95 for this and I can cancel after that.

My query - IF service has NOT COMMENCE in my premise, I shd not need to pay any "fee" as i am technically not a customer yet AND TPG has already taken $99 in "advance" payment on Apr 2019!

Can someone from TPG get in touch with me and explain how this all works?? IF Zael has changed to a "NO CONTRACT" plan for me, why can't i see that when i log into my TPG account online?

Not happy as I am not even a customer yet!!

36 REPLIES 36
Level 1b

I had similar rubbish service from TPG. I cancelled the NBN install and went with Exetel.

They were execllent. 3 weeks from application to install (today!).

They are brilliant. TPG are a rock.

Moderator

Hi @linaylee99

 

Welcome to the Community! 

 

I know that this is not a good experience to start your new NBN service and we sincerely apologise for the inconvenience.

 

We will be reviewing your recent interactions with us to identify areas in which we can improve, as we take the feedback very seriously and want to improve our customer experience for all customers.

 

Based on your recent interaction with us, an Accounts Specialist has spoken to you and offered to remove the 18-month contract. 

 

Just to clarify, when a customer decides to get an NBN50 bundled plan, you have an option to sign up on a No Lock In contract with a free modem and a once off set up fee of $99.95 will apply otherwise; a re-contract for18 months will be applicable in which we waive the set up fee. Moreover, due to the prepaid nature of our service, we only begin the installation process as soon as we receive these specified funds from the customer. By operating this way we are able to keep costs down to continue offering the best value deals possible to our customers.

 

Your installation date is all set for 07 May 2019 and you won't need to be home during the installation. 

 

Should you wish to discuss this matter further and to address other queries you may still have, I can organise a call back to be made from one of our Specialists. Just let me know of your most convenient time to receive a call and I'd be glad to arrange the call for you. 

 

 

 

Regards,

Ahra_G

Level 1c

Ahra - thansk for responding.

 

Someone rang me from TPG Winback team and was not happy with my request to cancel..

 

As this service is NOT YET activated, i requested for installation NOT to commence but was told over and over agin (the lady was quite annoyed about it!) and INSISTED that the "installation must proceed" even after i told her that TPG can keep the money i paid in advance AND the setup fee for No Lock in Contract.

 

What I cann't understand why a simple reques to "NOT PROCEED with installation" cannot be actioned when there ie NO ACTIVE TPG service at my premises?

 

Tell me how I can escalate this to stop the installation?

 

THANKS

 

Moderator

Hi @linaylee99

 

Apologies for all the inconvenience 

 

As discussed, I will have this coordinated with our Cancellations Team to get this sorted. We'll provide you with updates as soon as it's available. 

 

 

Regards,

Ahra_G

Level 1c

Thanks Ahra... 

Pls email or SMS me that the service has been "de-commissioned" ie not to proceed with installation and activation.

 

Appreciate your assistance.

Cheers

Lina

Level 1c

Ahra - just received another email from Divine from the adsl cancellation team to say they are "assesing" my request to cancel?

 

My apologies for this but there is just so many emails with conflicting advice as to whether the service (and in particular, the installation) should not proceed.

 

Pls ring me (or email me) when you're online/at work to confirm the installation will not proceed and not to activate my account..

 

Many thanks

Lina  

Moderator

Hi @linaylee99,

 

The order will not continue as it is already cancelled.

 

Our Accounts team will contact you via phone call or Email once an update is available.

 

Please allow them some time to assess the account for them to provide a reasonable resolution.

 

Kind regards,

BasilDV

Level 1c

Thanks - any update as to when I will be contacted re the cancellation.... will i get an email soon to advise the cancelled status?

 

Cheers

Lina

 

Moderator

Hi @linaylee99,

 

You'll receive an email notification that the account has been cancelled.

 

Your case manager is still assessing the account. They'll be in touch as soon as a new update is available.

 

Kind regards,

BasilDV