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Please cancel my nbn service

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Level 2
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.
1 ACCEPTED SOLUTION

Accepted Solutions
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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

View solution in original post

9 REPLIES 9
Highlighted
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

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Level 2
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.
Highlighted
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

View solution in original post

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Level 1b

why dont you publish the cancellation address on the account page?

I dont accept for one moment that TPG does not allow cancellation via the account page due to the alleged need to verify the user - our login details verify us.

I think that you are simply trying to make it harder for customers to leave - because most customers, like me, are fed up with the crappy service. 
so please publish the email address so we can cancel our slow and exy nbn services.

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Moderator

Hi @alphabeta

 

Welcome to the community!

Thank you for your feedback, the account cancellation procedure is not posted publicly as there are information that needs to be discussed by our Account Specialists with the account holder. This is also, for the security and privacy of the Account.


We're sad to know that you're considering to cancel your service due to speed of your service. We'd love to take this opportunity to turn arond your experience. To better understand the situation, send us your account details (Username/Customer ID together with your best contact number and preferred time).

In case you need a reference:


How do I private message (PM) in the community

 

Cheers!

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Level 1b

I'm in the same boat have had not been able to contact ANYONE apart from some dude in Whirlpool forum called KAREN.C even they have not contacted me there....

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.

CAN ANYONE HELP   !!!!!!!!!!!!!!!!!!!!

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Level 2

I'm on the same position. This is very frustrating! Cancel our plan and don't charge us for NO CUSTOMER SERVICE, NO WIFI. 

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Level 2

I have been trying to cancel my NBN month to month plan since mid March. I have moved house and no longer use that service. I have made countless calls to customer service and sent dozens of emails. Whenever I speak to someone I just get a run-around or am told I will be contacted. This has been one of the worst experiences I have had trying to cancel my service. I do not want to be billed further for a service I am not using.