How can I get out of this contract?

[annettewade]

For some reason, I have been sent 2 modems and 2 NBN devices, been disconnected twice and have been speaking to the rudest people I have ever encountered. I was told I was wrong that they didn’t send me 2 modems (even though I was looking at them) but cannot get advice on my connection. On the last attempt I got transferred to Engineering only to get a recorded message saying they are closed so ring back. Even though there advertised hours state they should be open. After reading these pages, I just want out of this contract and will send them back their multiple devices. Is there a cooling off period?

[Riezl]

Hi @annettewade,

Welcome to TPG Community!

We have located the account using your community details. We apologise for the inconvenience this issue is causing you and we're sorry to know that you're considering cancelling your contract with us.

We'd like to investigate why you have received 2 NBN devices and 2 TPG modems. We'll also review your previous interaction with our staff as part of our ongoing effort to provide the best possible customer service.

We value you as our customer and we'd like to turn this experience around. As per checking, your NBN FTTC service is awaiting activation and for us to do this, we need to make sure that the right equipment is set up.

Are you able to PM us the MAC Address of the 2 TPG modems and the Serial Number of the 2 NBN devices so we can advise you which device should be connected?

This link can help with the set up: NBN Fibre to the Curb (FTTC) Setup Guide

To PM us the details we need, you may refer to this link: How do I private message (PM) in the community

We'll wait for your PM. Thank you.

[Riezl]

Hi @annettewade, thanks for providing the details via PM and for your help in setting up the right equipment.

Your NBN order shows that it is already completed in NBN Co's side, but in our system, it still shows in progress, thus, your modem is not automatically connecting to our server and this is the reason why there's no internet light on the modem.

We'll work on completing this tomorrow as our Provisioning Team is no longer operating at this hour.

We can try to get an access to the internet by manually configuring the settings of the modem.

Here's a guide that will help you:

How to set up your TP-Link VR1600v modem

https://community.tpg.com.au/t5/Modems-and-Devices/How-to-set-up-your-TP-Link-VR1600v-modem/td-p/709

Please follow the steps on:

Manually configuring modem (If required) > For NBN FTTN & NBN FTTB

Should you need further assistance, please PM us your best contact number and most convenient time to receive a call so we can have a technical specialist contact you. Thank you.

[annettewade]

I have done everything you have asked me to do and I still have no connection. I did have the internet light on the other modem but I couldn’t log on from this.  Should I try to manually set this one up?

[annettewade]

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@Riezl wrote:

Hi @annettewade, thanks for providing the details via PM and for your help in setting up the right equipment.

Your NBN order shows that it is already completed in NBN Co's side, but in our system, it still shows in progress, thus, your modem is not automatically connecting to our server and this is the reason why there's no internet light on the modem.

We'll work on completing this tomorrow as our Provisioning Team is no longer operating at this hour.

We can try to get an access to the internet by manually configuring the settings of the modem.

Here's a guide that will help you:

How to set up your TP-Link VR1600v modem

https://community.tpg.com.au/t5/Modems-and-Devices/How-to-set-up-your-TP-Link-VR1600v-modem/td-p/709

Please follow the steps on:

Manually configuring modem (If required) > For NBN FTTN & NBN FTTB

Should you need further assistance, please PM us your best contact number and most convenient time to receive a call so we can have a technical specialist contact you. Thank you.

---

I have done everything you have asked me to do and I still have no connection. I did have the internet light on the other modem but I couldn’t log on from this.  Should I try to manually set this one up?

[Mel_G]

Hi @annettewade,

As per our discussion on PM, your internet service is now working.

About the second device you received, a return label will be requested which will be sent to the email address associated to your TPG Community Account. Further updates will be given once available.

[Riezl]

Hi @annettewade, we have PM'd you the details of the post pack that we have sent for the return of the other 2 equipment.

Should you need further assistance, feel free to message us. Thank you.