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Constantly forced to pay for modem delivery

pjac1997
Level 2

Despite advertising that their modems are "optional", TPG's internet sign-up/change-of-plan process does NOT have an actual option to select for non-delivery.

 

There is only one option: pay $10 for a modem that you don't want (see attachment).

 

When confronted they'll lie to you about how the new modem will be more compatible with whatever service you've signed up to. But that's not the case. You can upgrade from NBN12 to NBN25 and they'll send you a new modem. You can move houses, keep the same plan and they'll send you a new modem. You can explicitly tell them, like I have in the past, to NOT send you a new modem and they'll do it anyway.

 

Very frustrating.

3 REPLIES 3
Shane
Moderator

Hi @pjac1997,

We take a genuine interest to all our customer feedback and we'll make sure to pass this on internally. We'd also like to take a look at your account to better understand what happened.

Could you send us the following information.

 

First name: xxxx
Last name: xxxx
Phone number: xxxx
Username / email address: xxxx
Are you the account holder?: Yes/No
Date of birth: xxx

 

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

 

Despite advertising that their modems are "optional", TPG's internet sign-up/change-of-plan process does NOT have an actual option to select for non-delivery.

 

There is only one option: pay $10 for a modem that you don't want (see attachment).

 

When confronted they'll lie to you about how the new modem will be more compatible with whatever service you've signed up to. But that's not the case. You can upgrade from NBN12 to NBN25 and they'll send you a new modem. You can move houses, keep the same plan and they'll send you a new modem. You can explicitly tell them, like I have in the past, to NOT send you a new modem and they'll do it anyway.

 

Very frustrating.

pjac1997
Level 2

Shane, do you see my attachment? Do you see how there's no "non-delivery" option? Are you aware how bull** it is for you to tell me that the new modem is optional but then give me NO OPTIONS to communicate this?

 

Shane
Moderator

We want to make things right, if you can provide us your details we'll be sure to take care of this.

 

Shane, do you see my attachment? Do you see how there's no "non-delivery" option? Are you aware how bull** it is for you to tell me that the new modem is optional but then give me NO OPTIONS to communicate this?