TPG Community

Get online support

ADSL sudden disconnection

SOLVED Go to solution
djsjukur
Level 3

hi,

Received your letter re: disconnection warning informing the copper network in my area will be switched off from 9 Apri 2021. Similar reminder from NBN saying scheduled to be switched off from 9 April 2021 in my area.

My internet connection and telephone line are down since this morning. Called TPG and the technical guy told me there is something happens with the switching connection. They will work on it within 24 hours.

Today is 21 March 2021, and the copper connection has been cut earlier without notice?

1 ACCEPTED SOLUTION

Accepted Solutions
djsjukur
Level 3

Hi Basil,

Just found it in spam folder. Thank you.

regards,

 

View solution in original post

7 REPLIES 7
Shane
Moderator

Hi @djsjukur,

 

We will chase this with our Engineering Team and request urgent feedback, shoot me a private message with your best contact number and preferred time.

 

How do I private message (PM) in the community

 

Regards,

 

 

hi,

Received your letter re: disconnection warning informing the copper network in my area will be switched off from 9 Apri 2021. Similar reminder from NBN saying scheduled to be switched off from 9 April 2021 in my area.

My internet connection and telephone line are down since this morning. Called TPG and the technical guy told me there is something happens with the switching connection. They will work on it within 24 hours.

Today is 21 March 2021, and the copper connection has been cut earlier without notice?

djsjukur
Level 3

hi Shane,

- 12 March 9:11am: called TPG to report, and selected menu for TPG to return the call.

- 12 March 9:50am: SMS from TPG (+61416906xxx): hi, we attempted calling but unable to reach you. Please reply to this SMS with the best time to contact you.

- 12 Mar 11:52am: SMS to TPG: you may call now.

- 12 Mar 12:05pm: a lady from TPG calling, asking if i would like to connect to TPG mobile. I told her i was having issue with my internet and land line. She transferred me to the other department, and the next person then, again, transfered me to the other department. The last person told me there might be some issues with the switching exchange.

- 12 Mar 1:35pm: SMS from TPG: Telstra have told us they have booked a technician to check your TPG service anytime between now and 16 Mar 2021.

- 12 Mar late afternoon: my intenet and land line returned to normal.

- 12 Mar 8:37pm: SMS from TPG: your TPG service appears to be working normally.

- 13 Mar am: again, internet connection was down.

- 13 Mar 9:54am: SMS from TPG: TPG ticket #112873xx. If you need to contact us for the duration .....

- 13 Mar afternoon: internet connection back to normal.

- 13 Mar 2:52pm: SMS from TPG: your TPG service appears to be working normally.

 

I have sumitted TPG ADSL connection termination form on-line yesterday, that would be effective 30 days from yesterday. Meanwhile, i have arranged NBN connection from an Australian provider.

 

regards,

Shane
Moderator

Hi @djsjukur,

 

We're sad to know that you decided to cancel the service with us. Once our Account Specialists Team received the email confirmation expect them to contact you via return email within 24-48hrs.

 

Let us know should you require further assistance.

 

Regards,

 

 

hi Shane,

- 12 March 9:11am: called TPG to report, and selected menu for TPG to return the call.

- 12 March 9:50am: SMS from TPG (+61416906xxx): hi, we attempted calling but unable to reach you. Please reply to this SMS with the best time to contact you.

- 12 Mar 11:52am: SMS to TPG: you may call now.

- 12 Mar 12:05pm: a lady from TPG calling, asking if i would like to connect to TPG mobile. I told her i was having issue with my internet and land line. She transferred me to the other department, and the next person then, again, transfered me to the other department. The last person told me there might be some issues with the switching exchange.

- 12 Mar 1:35pm: SMS from TPG: Telstra have told us they have booked a technician to check your TPG service anytime between now and 16 Mar 2021.

- 12 Mar late afternoon: my intenet and land line returned to normal.

- 12 Mar 8:37pm: SMS from TPG: your TPG service appears to be working normally.

- 13 Mar am: again, internet connection was down.

- 13 Mar 9:54am: SMS from TPG: TPG ticket #112873xx. If you need to contact us for the duration .....

- 13 Mar afternoon: internet connection back to normal.

- 13 Mar 2:52pm: SMS from TPG: your TPG service appears to be working normally.

 

I have sumitted TPG ADSL connection termination form on-line yesterday, that would be effective 30 days from yesterday. Meanwhile, i have arranged NBN connection from an Australian provider.

 

regards,

djsjukur
Level 3

hi Shane,

- 12 Mar afternoon I have submitted ADSL disconnection termination form on-line.

- 12 Mar 3:42pm: someone from TPG called me confirming the termination.

It's been more than 48hours, and no confirmation email received from TPG yet. Could you please help. Thanks.   

BasilDV
Moderator

Hi @djsjukur

 

We've checked the account and it shows that the confirmation email was sent last 13 March 2021 with a subject 'ADSL2+ cancellation confirmation'.

It was sent to your Yahoo and TPG mail account.

 

You may check it in your junk or spam message.

 

BasilDV

djsjukur
Level 3

Hi Basil,

Just found it in spam folder. Thank you.

regards,

 

View solution in original post

BasilDV
Moderator

Glad to be of assistance @djsjukur.