Constantly forced to pay for modem delivery

[pjac1997]

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.

[Shane]

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]

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]

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?

[pjac1997]

Any update on my request to get your engineers to put a "no modem needed" option during the plan transition/relocation process??? To reiterate, you guys don't have this option available even though you advertise that it is.

Please dont ask me to "PM you". I'm done with this private channels business. It's been a month and I don't think you guys understand what I'm trying to say. I've attached your latest "I-can't-be-**ed-dealing-with-you", copy-and-paste response. Your customer service team seems to think that I'm asking if my TPG service is still active. Please hire more competent staff.

Thanks

[Shane]

Hi @pjac1997,

For Change Of Plan.

Upgrading/Changing Plans do not have option to get a new modem.

Check this article to know the procedure on how upgrading TPG NBN plans for free.

How to Change NBN Plan Online via TPG My Account

For Changing of Location.

In the event that you are on a Bundled Plan and your modem is not compatible with the NBN technology available at the new address, a new modem will be sent out.

Here is a separate article that we created for Service Relocation, Moving your TPG Services.

Note: Our advertisement about not needing to purchase a modem from us is our NBN-BYO plan, this is a data-only plan that does not include a phone service

If you're considering switching to TPG's NBN-BYO plan we can have our Accounts Specialists contact you.

Any update on my request to get your engineers to put a "no modem needed" option during the plan transition/relocation process??? To reiterate, you guys don't have this option available even though you advertise that it is.

Please dont ask me to "PM you". I'm done with this private channels business. It's been a month and I don't think you guys understand what I'm trying to say. I've attached your latest "I-can't-be-**ed-dealing-with-you", copy-and-paste response. Your customer service team seems to think that I'm asking if my TPG service is still active. Please hire more competent staff.

Thanks

[pjac1997]

Shane, look at the image I've attached.

You can see the URL is on the "change-of-plan" page.

You can see that there is no option for "no modem required".

You are FORCED to accept a new modem

So I find it RIDICULOUS that you can say to me, "Upgrading/Changing Plans do not have option to get a new modem."

Where are you getting this information?

[Shane]

Hi @pjac1997,

What are you trying to accomplish with the service? Is it a change of plan? Change of Location? 

Below is the screenshot of the NBN Plan Change online. It is only a five-step procedure. 

It seems that we are looking at different pages here. Could you send us the screenshot of the initial page where you got the screenshot?

Check this article for your own reference How to Change NBN Plan Online via TPG My Account

Shane, look at the image I've attached.

You can see the URL is on the "change-of-plan" page.

You can see that there is no option for "no modem required".

You are FORCED to accept a new modem

So I find it RIDICULOUS that you can say to me, "Upgrading/Changing Plans do not have option to get a new modem."

Where are you getting this information?

[pjac1997]

Why aren't you answering my question? Why does a page that says "modems are optional" not have an option to select "no modem required"???

Whatever you're seeing on your end is not my client experience. I don't have a 5-step process for an online NBN change. The process I have involves nine. And includes a section where it VERY EXPLICITLY says "TPG Customers - NBN Change" and then, despite your attempts to convince me otherwise, illustrates how there's no option other than to accept an unwanted modem.

This is a BIG disconnect from what you've shared. Even your article lays out features that I dont have on my account profile. I don't have an option to "change NBN plans". Im confident that I used to have this feature. But it's gone. Now I have to go through the main page and click through the various plans.

So, if you're asking, "what do I want?" I want an additional button on page 4 of the 9-step version of the NBN plan change process so people like me can select, "no modem needed".

Please get your engineers on this before I have to cancel all my accounts and lodge a formal complaint with the telecommunications ombudsman.

[Angeli]

Hi @pjac1997, 

We believe that you are on NBN Data Only plan; thus, if you are to request for a plan change through My Account, it will only give you an option to change to Data Only plans without the need for a modem order. The option to order an equipment is when you are to change from NBN BYO to NBN Home Bundle and the system will require a new username on this order type. 

Moreover, we've noticed that the My Account screenshot you used has the option for NBN Home Phone/Digital Voice services as to which is not applicable to you. If you are still having an issue changing your plan, our Change Team will be ready to assist you by phone. You may PM to us your contact details and next preferred plan. 

How do I private message (PM) in the community

Regards, 
Angeli