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This is definitely not the experience we would like our customers to have.
TPG will always request NBNCo for the available appointment of your preferred date for activation at your address. However, we cannot guarantee this as we work with NBN Co to provide this particular service, which means we are reliant on their scheduling.
I've located your account using your Community details and we see that the NBN FTTN services for your current address has been taken over by another service provider. Please note that this is not our doing and is not of our control.
A request for the services to be put back has been made yesterday by one our Account Specialists.
I've also now chased this for you.
We will be keeping a close eye on your case and will provide you with updates where possible.
Thanks for raising this with us and providing us your feedback regarding our online moving home page.
Although we always aim to provide the best possible customer service to all subscribers, we know that there's always a room for improvement and we take genuine interest to all customer feedback.
the issue I had with the relocation was the website, when I asked when was there an opportunity to pick an address I was there wasn't one .
Let me check that I have this right, are you pertaining to the option to select an installation date for your new address when you moved home?
We are dependent on our wholesale provider to connect your service, therefore we are subjected to their connection timeframes. We will do our best to process your application as quickly as possible.
To avoid intruption for your current address, the installation for your new address will only commence after the nominated moving home start date.
Furthermore, installation time frames will differ based on:
Due to these factors, we are unable to immediatelly post or provide you option for the activation for your new address.
With regard to your current service, regrettably, this can occur on a very minimal occasion and is also experienced by majority of the Telecommunications Provider who re-sells NBN service. We've chased this with our Service Delivery team to be keen in managing the connection process and to apply pressure to NBN Co to obtain your service back. One of our case manager will be in touch with you as soon as additional information becomes available.
We apologise for any inconvenience and appreciate the opportunity to resolve your concern.
I understand that one of our Service Delivery team has been in touch earlier and has confirmed with you that the services are back up now on your current address.
Should you need further assistance, please let us know.