TPG Community

Get online support

Delays in connecting some premises to the nbn™ HFC network

Bendernat
Level 2

Hi @Shane I am an existing TPG customer moving to a property that was never connected to the NBN and the legacy cutoff is long since gone, I was under the impression that the NBN has a reserve stock of HFC chipsets for new faults, vulnerable people, essential services etc and people like myself with "Premises that have had their copper-based legacy services disconnected and the disconnection date has passed*" "*Please contact your chosen provider for further assistance if this applies to you." . This is a direct quote from the NBN website. I can assure you your customer service will not provide further assistance but will helpfully offer to downgrade my plan so I can pay less for a service that you can, sorry, will not supply and then get surly and hang up when I ask to be transfered to someone who will actually listen to me. If I am in the too hard basket just own it, waive the cancellation fee and we can wish each other the best and never ever speak again.


Shane
Moderator

Hi @Bendernat,

 

Shoot me a private message with your account details (Username/Customer ID together with the address on file) also include your best contact number and preferred time tomorrow. I will check this with our NBN Provisioning Team to see the status of the installation, but just to set your expectation since all Internet Service Provider across Australia is dependent on NBN Co, even though you transfer or switch to a different provider the issue of the equipment shortage will be the same. 

 

How do I private message (PM) in the community

 

Regards, 

 

 

Hi @Shane I am an existing TPG customer moving to a property that was never connected to the NBN and the legacy cutoff is long since gone, I was under the impression that the NBN has a reserve stock of HFC chipsets for new faults, vulnerable people, essential services etc and people like myself with "Premises that have had their copper-based legacy services disconnected and the disconnection date has passed*" "*Please contact your chosen provider for further assistance if this applies to you." . This is a direct quote from the NBN website. I can assure you your customer service will not provide further assistance but will helpfully offer to downgrade my plan so I can pay less for a service that you can, sorry, will not supply and then get surly and hang up when I ask to be transfered to someone who will actually listen to me. If I am in the too hard basket just own it, waive the cancellation fee and we can wish each other the best and never ever speak again.

nadiya30
Level 2

Hi there! There's no option for me to send you a private message. 

Riezl
Moderator

Hi @nadiya30, are you able to try it now?

Shane
Moderator

Hi @Bendernat ,

 

Thanks for sending me your details. I was able to locate the account and seen that you have been in touch with one of our Account Specialists Team on the 31st of March, Wednesday and advised that they can proceed with the relocation, however since the area is affected by the ongoing equipment shortage it will be a pre-order.

 

Also one of our Account Specialists contacted you yesterday provided options to keep the service instead cancelling the service and paying for Early Termination Fee. Please confirm if you still wish to speak with them.

 

Regards,

 

 


@Bendernat wrote:

Hi @Shane I am an existing TPG customer moving to a property that was never connected to the NBN and the legacy cutoff is long since gone, I was under the impression that the NBN has a reserve stock of HFC chipsets for new faults, vulnerable people, essential services etc and people like myself with "Premises that have had their copper-based legacy services disconnected and the disconnection date has passed*" "*Please contact your chosen provider for further assistance if this applies to you." . This is a direct quote from the NBN website. I can assure you your customer service will not provide further assistance but will helpfully offer to downgrade my plan so I can pay less for a service that you can, sorry, will not supply and then get surly and hang up when I ask to be transfered to someone who will actually listen to me. If I am in the too hard basket just own it, waive the cancellation fee and we can wish each other the best and never ever speak again.



 

undone
Level 2
Yes, It's Sorrow , All the Way. OffShore TeleWorkers, =(invisible customer services) , (perhaps ?) , idle scheduling prior to follow on SMS booking details; promises of potential remote switch flicking , & now I hear/read no residential boost boxes, (FTTC or H_C) of which I got delivered within 2 days in Apr/May to P.C. 2077 . But then 2 further weeks for a technician.
Well, my friends , I'm OUT.
NO TPG for ME.
5 days CSG cooling off or NOT
Stephen
Shane
Moderator

Hi @undone,

 

Welcome to the community!

 

We're sad to know there is a delay on the installation of the service, we'd love to help and raise this to our NBN provisioning team, to better understand the situation. Shoot me a private message with your account details (Username/Customer ID together with the address on file).

 

How do I private message (PM) in the community

 

Regards,

 

 

Yes, It's Sorrow , All the Way. OffShore TeleWorkers, =(invisible customer services) , (perhaps ?) , idle scheduling prior to follow on SMS booking details; promises of potential remote switch flicking , & now I hear/read no residential boost boxes, (FTTC or H_C) of which I got delivered within 2 days in Apr/May to P.C. 2077 . But then 2 further weeks for a technician.
Well, my friends , I'm OUT.
NO TPG for ME.
5 days CSG cooling off or NOT
Stephen