TPG cancellation experience - 30 days notice

[Babul1000]

I cancelled my sim card. 80132891

[Shane]

Hi @Babul1000,

Is there anything that we can assist you with today? If so, please send me a brief summary of your account together with your account details.

Regards,

I cancelled my sim card. 80132891

[z2275667nbn]

Hi @Shane , @Ahra_G and TPG Team,

This same double charge is still happening.

I paid up till end of October, but I was charged even though I requested my cancellation prior to the 30 days. Please see below:

Service month: 28/09/2021 to 26/10/2021 - $89 PAID on 22nd Sep

30 day notice: 27/09/2021 to 26/10/2021 - Invoiced on 29/09/2021 $83.99 30-day notice fee?

Contacting customer service is going in a loop with no progress. Please can anyone assist?

Thanks and regards,

[Riezl]

Hi @z2275667nbn , please send us a private message with your TPG customer ID, username and complete address so we can pull up the account and help get to the bottom of this.

To send a PM, please refer to this link: How do I private message (PM) in the community

[4644881]

Hi @Riezl  I have the same issue as other customers in this post. I've never been advised by TPG about the 30 days notice policy. A few weeks ago I called TPG the staff told me I'm not on a contract and I can switch out any time and did not mention 30 days at all!!

This morning I called the TPG customer service again and the staff confirmed I'm eligible to get the refund for the charge for the 30 days as I've not been advised about the policy, and asked me to email xxxxx@tpg.com.au. 

Got a reply from Alma UserID: 3145 and refused to process the refund, can you please assist with this? Thank you

[4644881]

Hi @Shane 

I have the same issue as other customers in this post. I've never been advised by TPG about the 30 days notice policy. A few weeks ago I called TPG the staff told me I'm not on a contract and I can switch out any time and did not mention 30 days at all!!

This morning I called the TPG customer service again and the staff confirmed I'm eligible to get the refund for the charge for the 30 days as I've not been advised about the policy, and asked me to email xxxxx@tpg.com.au.

Got a reply from Alma UserID: 3145 and refused to process the refund, can you please assist with this? Thank you

[Shane]

Hi @4644881,

Welcome to the community!

Thanks for raising this to us. In accordance to our Terms and Conditions, TPG requires 30 days for a cancellation notice if the account is out of contract. This can be viewed at https://www.tpg.com.au/terms_conditions/nbn.

You have the option to cancel your account prior to the 30 days; however, you will still be required to pay for this
period. Shoot me a private message with your account details (Username/Customer ID together with the address on file) also include your best contact number and preferred time.

I will arrange one of our Account Specialists to contact you and discuss options related to 30 days notice period.

How do I private message (PM) in the community

Hi @Shane 

I have the same issue as other customers in this post. I've never been advised by TPG about the 30 days notice policy. A few weeks ago I called TPG the staff told me I'm not on a contract and I can switch out any time and did not mention 30 days at all!!

This morning I called the TPG customer service again and the staff confirmed I'm eligible to get the refund for the charge for the 30 days as I've not been advised about the policy, and asked me to email xxxxx@tpg.com.au.

Got a reply from Alma UserID: 3145 and refused to process the refund, can you please assist with this? Thank you

[VK3CRG]

Firstly the T's & C's you're posting are only for ADSL. They don't mention NBN whatsover. 

Secondly, I've just cancelled my NBN service with TPG due to ongoing issues with my FTTN connection. It's been THREE YEARS of agony, even dealing directly with NBN Engineers. Copper has no place in s modern day broadband network in 2021.

I am a amatuer (ham) radio operator and whenever I transmitted on my HF radios the NBN FTTN would disconnect. I've tried everything to fix the problem. My neighbours also lost their service when I transmitted. I ended up hsving NBN Co Senior Engineers contact me directly to try and solve the issue.

FTTN is an embarrassing joke. FTTN VDSL2 uses ham radio frequencies over the copper line to connect the modem to the node. The copper lines act as an antenna and receive the ham radio signal and it disconnects the modem. NBN Co admitted this was a problem for lots of amateur radio operators across Australia.

Also remember that TPG keep the $20 phone credit when you sign up even if you tell them you have no interest in using the phone line at all. They charge you the $20 "call credit" and then keep it. Add that to the "30 days notice" (having to pay an extra month) and you've got a nice little scam going there charging people for services they are not using. I don't want to cancel but have no option.

My line has been constantly disconnecting and NBN have been around and said "you're at the end of the FTTN line ...what I have is all I can get...only fibre will fix it". Why should I have to pay an extra month when it's not working properly and that's why I'm disconnecting in the first place? 2 NBN Engineers were even going to fly down from Newcastle to work on my connection and see what they could do but Covid broke out in NSW and restrictions stopped it from happening.

This 30 day notice thing is not mentioned when you call to ask sbout charges for disconnecting. I also asked in my initial call to connect if there was a charge for disconnecting out of contract and they said "no". I have also been given the option to disconnect a number of times as my FTTN connection is pretty much a basket case and was advised there is no charge. Well that is incorrect. You are charged an extra month. It's out and out greed and frankly reeks of a scam.

I am NEVER going back to TPG for anything, ever. Shame on you for charging an extra month when people disconnect. Shame on you for keeping the $20 phone credit when you could simply refund it if the phone part of the connection has not been used. How is this fair? Your reps don't mention it and the T's & C's you come up with are for ADSL.

I am now connected via 5G and it's more than 10 times faster than FTTN, $85 a month for 1TB and never disconnects and there are no hidden or nasty little fees like with TPG's NBN.

Can someone from TPG explain to me why I should pay the extra for an extra month I'm not going to use and is unusalbe anyway? The only reason I've having to disconnect is the service is sub-par. How is this fair. Your reps never mentioned it in all the calls I've had with them.

[Shane]

Hi @VK3CRG,

Welcome to the community!

Thanks for bringing this to our attention. I am sad to learn that you decided to cancel the service with us due to technical issue, To better understand the situation, send me a private message with your account details (Username/Customer ID togetherw ith the address on file) also include your best contact number and preferred time. I will arrange one of our Account Specialists to discuss details of service cancellation and options abuot the fee of 30 days notice.

How do I private message (PM) in the community.

Regards,

Firstly the T's & C's you're posting are only for ADSL. They don't mention NBN whatsover. 

Secondly, I've just cancelled my NBN service with TPG due to ongoing issues with my FTTN connection. It's been THREE YEARS of agony, even dealing directly with NBN Engineers. Copper has no place in s modern day broadband network in 2021.

I am a amatuer (ham) radio operator and whenever I transmitted on my HF radios the NBN FTTN would disconnect. I've tried everything to fix the problem. My neighbours also lost their service when I transmitted. I ended up hsving NBN Co Senior Engineers contact me directly to try and solve the issue.

FTTN is an embarrassing joke. FTTN VDSL2 uses ham radio frequencies over the copper line to connect the modem to the node. The copper lines act as an antenna and receive the ham radio signal and it disconnects the modem. NBN Co admitted this was a problem for lots of amateur radio operators across Australia.

Also remember that TPG keep the $20 phone credit when you sign up even if you tell them you have no interest in using the phone line at all. They charge you the $20 "call credit" and then keep it. Add that to the "30 days notice" (having to pay an extra month) and you've got a nice little scam going there charging people for services they are not using. I don't want to cancel but have no option.

My line has been constantly disconnecting and NBN have been around and said "you're at the end of the FTTN line ...what I have is all I can get...only fibre will fix it". Why should I have to pay an extra month when it's not working properly and that's why I'm disconnecting in the first place? 2 NBN Engineers were even going to fly down from Newcastle to work on my connection and see what they could do but Covid broke out in NSW and restrictions stopped it from happening.

This 30 day notice thing is not mentioned when you call to ask sbout charges for disconnecting. I also asked in my initial call to connect if there was a charge for disconnecting out of contract and they said "no". I have also been given the option to disconnect a number of times as my FTTN connection is pretty much a basket case and was advised there is no charge. Well that is incorrect. You are charged an extra month. It's out and out greed and frankly reeks of a scam.

I am NEVER going back to TPG for anything, ever. Shame on you for charging an extra month when people disconnect. Shame on you for keeping the $20 phone credit when you could simply refund it if the phone part of the connection has not been used. How is this fair? Your reps don't mention it and the T's & C's you come up with are for ADSL.

I am now connected via 5G and it's more than 10 times faster than FTTN, $85 a month for 1TB and never disconnects and there are no hidden or nasty little fees like with TPG's NBN.

Can someone from TPG explain to me why I should pay the extra for an extra month I'm not going to use and is unusalbe anyway? The only reason I've having to disconnect is the service is sub-par. How is this fair. Your reps never mentioned it in all the calls I've had with them.

[jayt575]

Those terms are only applicable Under contract. They mean nothing if the contract has expired. Why do you feel we need to adhere to these terms when we are not obligated to