Connection Timeframe

[markking1983]

Afternoon,

NBN bundle purchased on April 21st and still no connection. Had this wait time been indicated prior to purchase I would have availed of a service from a different ISP.

Many messages and requests of further information regarding the connection status sent via the app, and messenger but to no response. Understandably we are living in unprecedented times with COVID19 but to have this shocking level of customer service is beyond a joke and should this continue past the Ombudsmans amended 15 days ISP response timeframe, a formal complaint will be lodged with both the ACCC and the Communications Ombudsman.

[RajenS · Accepted solution]

Hi @markking1983 

                       Welcome to TPG Community! Please PM me your TPG username, CID or mobile phone number so I can look at your service.

kind regards

[markking1983]

Hi Rajen,
Thanks for the response,

TPG username is markking1983
Mobile phone # is 0487164564

Regards,
Mark

[RajenS · Accepted solution]

Hi @markking1983 

 Installation delayed because of old tenants disconnect their NBN on
1 of may,
NBN started processing your order now,
you should be good to go soon
Thanks
Rajen

[markking1983]

Hi Rajen,

With regards to the connection from NBN, how long does this usually take?
Thanks in advance,
Mark

[RajenS · Accepted solution]

Hi @markking1983 

         Just checked with NBN, they started processing your order,  most likely within next 48 Hours,( i think should be earlier than that,) 

I will push another email now 

Thanks 

Rajen 

[RajenS · Accepted solution]

Hi @markking1983 

              Congratulations  you are now connected TPG Fast NBN 100

Username: mark******
CustID: 6801922
Company: TPG
CallerID: AVC40002***********
20min avg. speed: download 0Kbits/s, upload 0Kbits/s
Connected at: 2020-05-07 19:33:41
Connected for: 04m 
.........................

 Thanks 
Rajen 

[markking1983]

Hi Rajen,
Thanks for your help,
I'll be honest and admit I was some what sceptical after choosing TPG due to reading bad reviews online about the customer service, but after dealing with yourself and your department I have nothing but praise. Great to deal with and follow ups when not required just show you went above and beyond. Again thanks mate, 2 happy kids finally back on Fortnite.

Regards,
Mark King