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Combine email only account to NBN

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Level 1c

Having trouble here, I sold a house and wanted to keep my email address, been with tpg for like 16 years or something, they said I would have to move to an email only account. That's fine, I did that, paid the 27.50 for the year, but before I did I asked 'when i sign up to the NBN can I move that email to my NBN account', because they said I couldn't have the same username from my old adsl 2+ account for my new NBN account (which makes no sense to me at all, but whatever).

 

So the thing is, they confirmed that yes, they could combine it, so I went ahead, changed to email only, used the account for a few months until we bought a new house, moved in, set up NBN and forgot about it. So then billing comes around, and it charges, that's fine, I'll change it. I forgot, again, yes my fault, but in the mean time I lost my debit card, and got a new one. So billing rolls around again and tries to charge me, gets rejected, and eventually they change the password so I cannot access the account.

 

However, using samsung mail app on my phone, with multiple email accounts, it wasn't telling me that the password was wrong and it couldn't check, it was just failing and checking the other 3 accounts. So anyway, I realise when a bill hasn't shown up hey what's going on, and then after some thinking realised what must be up. I call support and they said no they cannot change that email address to be with the NBN account.

 

My question is, why not ? TPG allows you to have up to 20 email address, coming from and IT background I don't understand why this isn't possible to move. I realise that the phone support don't understand and are just following a script but surely some tech could look into this and change it with a little bit of work and just delete the entire 'email only account' and link that email address to my NBN account.

 

If somehow you think this is not possible, then I ask that you give me temporary access (or just waive the 27.50 fee for the year for a small long time customer to a billion dollar company) to my email so that I can get to everything relevant that I am supposed to have recieved, and start changing all the emails associated with my accounts. This is the first issue I have had with TPG in all my time, and to be told straight up that this issue is not resolvable makes me not happy Jan.

 

Edit: I went to change my card details after calling support and getting the unsatisfactory answer, after which I went to change my card details and the page gave an error so I decided to post here, which I should've in the first place (or whirlpool)

1 ACCEPTED SOLUTION

Accepted Solutions
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Moderator

Hi @akky82, thanks for providing the account details via PM. We have raised your concern to our Accounts Team and one of our account specialists will contact you between 10:30AM and 1:30PM QLD time today to help with the resolution.

 

Let us know should you have a preferred contact number and time. Thank you.

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3 REPLIES 3
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Moderator

Hi @akky82, we're sorry to know about this and we apologise for the inconvenience this issue is causing you.

 

We'd like to take a look at your account and check what can be done to help get to the bottom of this.

 

We have located an account using your community details, but we'd like to make sure that we'll be working on the right one. Please PM us your TPG customer ID, username and complete address.

 

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

Highlighted
Moderator

Hi @akky82, thanks for providing the account details via PM. We have raised your concern to our Accounts Team and one of our account specialists will contact you between 10:30AM and 1:30PM QLD time today to help with the resolution.

 

Let us know should you have a preferred contact number and time. Thank you.

View solution in original post

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Moderator

Hi @akky82,

 

We can see that our accounts team has already contacted you. As discussed over the phone, due to the email account being inactive, you won't be able to retrieve the said account any longer. However, the said email address is now an alias for your current NBN email account.

 

Should you require further assistance, please don't hesitate to let us know.

 

Regards,