Just to give you some background on this matter:
I hope TPG can understand the inconvenience and poor customer service I was provided with. REQUEST TO TPG
I will expect a response and course of action within 2 business days. Regards,Mat
Welcome to the community!
We are able to locate your account using your given details. From what we gathered, you placed the order online without the Unit number. The records of NBNCo showed that the address already has NBN service which is why we encountered an error
Our Provisioning Team contacted you on March 27 to discuss this and you advised us that the address is subdivided into 2. We then raised your full address (which includes the unit number) to NBNCo to get a location ID that we can use to process an order. However, NBNCo advised that we can't proceed yet because of lack of infrastructure to complete the installation to your specific address. As of this time, your address is not yet serviceable for the NBN.
Our team tried to check if we can install ADSL service in your area, unfortunately the installation cannot proceed due to limitation of infrastructure and the application was rejected.
We've noticed that you raised this same issue with our Email Support Team and this has been raised to one of our Complaints Resolution Case Manager for further handling and investigation.
We will pass this on to them and request for immediate feedback,updates will be provided via email or phone call.
We apologise for any inconvenience. Let us know should you require further assistance. Cheers!
Had exact same Experience. Was told there is no NBN offered at my address but there is ADSL2 Instead. The website clearly said ADSL2 is available at my address as did the sale person. Ordered service on March 27th 2020 and was charged for a modem and connection fee. Was sent the modem on the 30 March. Waited for the connection to be installed for two weeks. Called numerous times for updates that were not forthcoming. Then I got an email on 21st April saying that there is no copper line to the Address (there is, I can see the Telstra box on the wall and it is connected). There is something fishy is going on at TPG. I think it's something that should be brought to the attention of the Telecoms Industry Ombudsman and ACCC. Fees for no service? False advertisement? Why charge for something that cannot be provided. Should that not be the first thing that is checked before a charge is applied? Do people have the right to sue for damages when a business fails to comply with their end of a contract leading to a loss of income from a lack of the service they were contracted to deliver? I’m certainly not happy with my experience.