Cannot cancel my ADSL?

[alaneyes]

I applied for moving home at the end of last month but this month the admin told me that actually there's no telastra infrastructure around my new address so it will not be able to move the service. So I applied for cancellation and HAVE FOUND ANOTHER INTERNET PROVIDER. I have confirmed my cancellation via phone however yesterday, the... tpg help desk? Sent me an e-mail that

"TPG hereby informs you that Telstra is presently unable to modify the ADSL service to your phone line, 00 0532 8433. Your original ADSL service will continue to operate."

And I even do not know what to do! I have already moved out at the very beginning of this month and actually I really do not want to waste any money on the service I cannot use anymore! If I was told at the first place that TPG is not available at my new address (when I checked at the website, it says available, and I also comfirmed via e-mail) I could have applied for cancellation last month.

I just really want to cancel the account ASAP.

[alaneyes]

And to be honest, I have never used the home phone actually... the phone line at my home was only for ADSL.

[Will]

Hi @alaneyes

Welcome to the Community!

I checked your TPG account using your community details to better understand what's going on. I can see that you have spoken to one of our Accounts Specialist on February 18 wherein it was discussed that your service to the new address did not push through because there's no available port in the Exchange.  The Accounts Specialist offered to resubmit the order, but you refused and decided to cancel instead.

The email you received on February 19th is a system-generated message, hence, why the message did not match what you have discussed with our Accounts team the last time. We're sorry about the confusion.

I have notified our Accounts team to contact you pertaining to your concern before 6PM NSW today.

Regards,

[Will]

Hi @alaneyes

It seems like our Accounts team already called you earlier discussing your concern.

Feel free to drop by if you need further assistance.

Regards,