Delays on some NBN installation and fault appointments - May 2021

[BasilDV]

Hi @Sloukes 

Thanks for raising this with us and we apologise for the inconvenience.

We were able to locate your account using your community details and understand that you've been in touch with our NBN Provsioning team.

There's no update from the NBN technician that was booked to visit the site and a follow up was raised to NBN Co.

A case manager is monitoring the case and will be in touch with you as soon as an update becomes available.

BasilDV

[sevans75]

I have just recieved an email regarding my installation which will be taking place in JULY. to have to wait TWO months for internet in so incredibly ridiculous. i would not have chosen TPG if i had known it would take this long. 
To say im incredibly upset, angry and dissapointed is an understatement. 

[Ahra_G]

Hi @sevans75, 

We understand that the installation date provided is less than ideal. 

Please be advised that we rely on NBN Co in providing NBN services therefore, we are subjected to their connection timeframe and scheduling. 

A Case Manager will be handling and monitoring the progress of the installation. If there are any sooner appointments, the officer will proceed in saving that for you. 

For help about how to check your scheduled installation date or to reschedule your current appointment date, please visit this Community Article: Check or Reschedule Your TPG Installation via tpg.com.au/install 

We apologise for the inconvenience.

Regards,

Ahra_G

[jessicaldennis]

I was never notified about any delays. I haven't been notified about anything and I waited all day yesterday for a technician that never came. Sort it out! 

[Riezl]

Hi @jessicaldennis, please send us a private message with your TPG customer ID, username and complete address so we can take a look at your account and help with your concern.

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

[emguilherme]

Really bad, that no one has contacted me for the scheduled installation, for the second time.

Has been over a month with no connection.

Will I ever see my money back?

Disappointed, terrible service.

[Riezl]

Hi @emguilherme, please be advised that we have sent you a private message on May 21,2021 regarding the available schedule for NBN Installation. At this point, NBN system shows the following:

• Saturday29 May 20218:00 AM - 12:00 PM
• Saturday29 May 20211:00 PM - 5:00 PM
• Sunday30 May 20211:00 PM - 5:00 PM
• Monday31 May 20218:00 AM - 12:00 PM
• Monday31 May 20211:00 PM - 5:00 PM
• Tuesday01 June 20218:00 AM - 12:00 PM
• Wednesday02 June 20218:00 AM - 12:00 PM
• Wednesday02 June 20211:00 PM - 5:00 PM
• Thursday03 June 20218:00 AM - 12:00 PM
• Thursday03 June 20211:00 PM - 5:00 PM

Please provide us your preferred schedule so we can reschedule the appointment. 

[emguilherme]

For the second time no technician show up for the scheduled appointment, another week has gone by, still with no connection for over a month, bill paid on time for no service at all, TPG has robbed me and I will never see my money back, wish I could change.

[Riezl]

Hi @emguilherme, we have been sending you a message regarding the technician appointment. Please provide us your preferred schedule based on the available appointments below:

• Saturday29 May 20218:00 AM - 12:00 PM
• Monday31 May 20211:00 PM - 5:00 PM
• Friday04 June 20218:00 AM - 12:00 PM
• Friday04 June 20211:00 PM - 5:00 PM
• Saturday05 June 20218:00 AM - 12:00 PM
• Saturday05 June 20211:00 PM - 5:00 PM
• Sunday06 June 20218:00 AM - 12:00 PM
• Sunday06 June 20211:00 PM - 5:00 PM

Your current appointment for NBN installation is scheduled for Monday, 07 June 2021, 8:00 AM - 12:00 PM. 

[emguilherme]

• Saturday29 May 20218:00 AM - 12:00 PM