Cancellation of ADSL

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Level 2

Hi All,

We are having problems with our ADSL internet. After back and forth with TPG for weeks, they have called this morning and said there is nothing more they can do and that it cant be fixed. 

OK, so we have just called up to cancel the service because it is not working, to be told that we have to give 30 days written notice EVEN THOUGH THE SERVICE DOES NOT WORK AND TPG CANNOT FIX IT we are expected to continue to pay for it ????? Is this legal contractualy to say sorry we cannot fix your service but you are still paying for it?

3 REPLIES 3
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Moderator

Hi @kellybriggers ,

 

Welcome to the community!

 

We're sad to know that you're having issue with the service and you're considering to cancel the service with us. The 30 days notice is required to be provided when cancelling your internet service, this is discussed during registration and is also covered in our terms and conditions.

 

We tried to use your community details to pull up the account unfortunately it does not show matching records. To better understand the situation, PM us your account details (Username/Customer ID together with the address on file).

 

In case you need a reference: How do I private message (PM) in the community 

 

Cheers!

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Level 2

Hi Shane - I absolutely understand the terms and conditions and I am fully aware of them. 

My concern is that the service is broken, it does not work, you guys have openly acknowledged that it doesnt work and have said you cannot fix it. 

In this instance in light of the above, how on earth can you insist we give you 30 days notice to terminate the contract......... why on earth should we be expected to pay you for 30 days for a service you have said doesnt work and you cant fix?

That is the problem I would like you to help me with

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Moderator

Hi @kellybriggers,

 

Thanks for sending me your details. We arranged one of our Account Specialists to contact you today to provide additional details with your concern. Make sure to keep your mobile phone available and let us know how it will go.

 

Cheers!