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Please cancel my nbn service

SOLVED Go to solution
Level 1b
I want my account cancelled asap, i'm off contract and wish to switch providers. Haven't had a working connection for a week now, and will not be happy if billed for another month when the service is not actually usable. I have emailed and called, told to wait for a call from an account specialist, but that hasn't happened yet.
4 REPLIES
Moderator

Hi @Ross81,

 

Welcome to TPG Community!

 

We regret to hear that you've decided to cancel the service due to the ongoing issue with your NBN service. We were able to locate your account using your community details and learned that the case is being handled by our Engineering team in which the test result shows that the modem is possibly faulty. They were trying to call you, but you were unreachable.

 

We understand your frustrations since the service is not working. We are positive that our Engineering team will be able to fix this if given a chance.

 

Please provide us your preferred time and best number to be contacted and we'll notify your assigned engineer to contact you at your convenience.

 

Kind regards,

BasilDV

Level 1b
Hi Basil. I'm not really interested in resolving the issue at this point. In previous conversations i have stated that i'm not home from work till 6:30 pm and not allowed to use my phone at work, therefore calling me at work at 3pm is not going to work. Add to that my hearing is poor and i find it extremely difficult to hear and understand the people who have left me voicemails.
All i want now is to cancel my account, so as not to be billed when my current period expires in a few days. The more i'm given the run around when making such a basic request, the more determined i am to have no further business with TPG.
Tomorrow i will try to have my phone on my person at work, so if an elusive accounts specialist is able to call me, i would like confirm that my wishes are being respected.
Moderator

Hi @Ross81,

 

We apologise for the inconvenience. I'll arrange a call from our Accounts team to help you process your request. Please shoot me a private message with your preferred time and best number to be contacted.

 

Kind regards,

BasilDV

Highlighted
Moderator

Hi @Ross81,

 

I understand that our Engineering team has been in touch and have an agreement that a modem will be sent to replace the old one since they suspect that it is already faulty.

 

Thank you for giving us a chance at resolving this issue. Further updates will be given once available.

 

Kind regards,

BasilDV