Plan Change

[ozra]

TPG Customer since 2015 on a $69.99 FTTB plan.

100Mb Superfast Internet/Unlimited/Included Phone Calls. Fibre to the Building

Service is currently working very well, thank you.

Never plugged a phone in or used the Phone service.

I enquired on Tel: 131423, 3 1 3 2 to downgrade my bundle from FTTB $69.99 plan to FTTB $59.99 plan.

Same Location.

As I do not use the phone I do not need the phone service. Just unlimited Superfast Internet.

1st agent wanted to charge me $99.00 Installation Fee for the plan change.

2nd Agent wants to send me a new modem as the technology will change if I change plans and book an installation in the next 2 to 3 weeks for the new cabling.

Can a TPG Rep please help me get the correct answer and procedure?

Why would the technology change if I am only downgrading my bundle?

I found this:

http://tpg.com.au/fttb#extra-pricing-info-fttb_

Change of Plan Fees (Same Location):

FTTB Bundle - Upgrade	Fee: $0
FTTB Bundle - Downgrade	Fee: $0

Thank You

[Shane]

Hi @ozra,

Thanks for the inquiry.

We checked this matter with both our accounts & technical teams. In order for a plan change to take place on your particular account there would be changes in the system, one of which would be the change in technology being used.

I will have a specialist contact you directly to make the necessary arrangements. Feel free to PM us your best contact number and preferred contact time.

In case you need a reference: How to send a PM.

Regards,

[Shane]

Hi @ozra,

We arranged a call from one of our Account Specialists to call you today between 5-6PM AEDST.

Make sure to keep your mobile available for the call and let us know how it will go.

Cheers!

[ozra]

Apologies Shane,

I am available now.

Is there some way I can call your Account Specialist?

Thank You

[BasilDV]

Hi @ozra,

I will notify our Change of plan team to contact you within 1 hour today to discuss and process your change of plan.

In case they weren't able to contact reach you, you may call them back in 1300-920-158

Kind regards,

BasilDV

[BasilDV]

Hi @ozra,

I understand that our Change of plan team has been in touch and explained that you were on the Wondercom FTTB plan in which transferring to TPG FTTB will require your current account to be canceled and a new order will be processed.

A new modem and home phone number will be provided along with your new TPG FTTB service.

Further updates will be given by our provisioning team once available.

Kind regards,

BasilDV