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How to close my tpg account

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Level 1

my name is Jingliang Chen. I have been with tpg for 3 years. now I'd like to switch to using 4G mobile phone, so I want to close my tpg account which is going to expire 20 Apr 2018.

Please tell me what shall I do, as simple and quick as possible?


because I am not a English speaker, please reply me via email.

thank you !

(Only if you can talk to me in mandarin, please call me.)


Good day @jlchen1941,


Welcome to TPG Community!


I've sent a private message with the instructions. Let us know should you require further assistance.


Refer to this link on How to private message



Level 2

Why is this replied to as a private message? I have a similiar question, seeing the answer may have helped me. Why do you make it so difficult for customers to access information relevant to cancelling?




We have received your post in a separate thread and replied to it.


Please check our response here:


Level 1a

Hi there, apparently there is limited access to the solution to this question, and I agree, you're making it very difficult to close accounts. It's not always that we're angry with TPG, sometimes we're just moving into a share house that already has internet set up. Is there a chance that you could make this process more public? 


Hi @rosiemulray,

Welcome to the community!

Thank you for your feedback, the account cancellation procedure is not posted publicly as there are information that needs to be discussed by our Account Specialists with the account holder. This is also, for the security and privacy of the Account.

If you are considering to cancel your account please send us your account details (Username/Customer ID together with your best contact number and preferred time).


In case you need a reference:

How do I private message (PM) in the community



Level 1a

Clicked on the supposed link to the "how-can-i-cancel-my-account" page:


went through the sign up process, verification etc, only to get:

Access Denied



so a big ..!., to you too 


TPG does realise that people are not gold fish right? I don't know how many cancellations you prevent by this "let's make the process of cancelling difficult" crap; but I'd hazzard a guess that it annoys 100% of people that has to go through it. 

Hi @bobb


Welcome to TPG Community!


We regret to know that you've decided to terminate your service with us.


The Termination of the account will need to be discussed over the phone as our Accounts team needs to make sure that the request is coming from the Account holder for security purpose.


If you can send me a PM with your preferred time and best number to be contacted, I'll arrange a call for your convenience.


How do I private message (PM) in the community?



Level 1a


The Termination of the account will need to be discussed over the phone as our Accounts team needs to make sure that the request is coming from the Account holder for security purpose.

"For security purpopses"? Ok, that sounds reasonable. So, why would I be told "we do not process cancellations over the phone, you'll have to submit the cancellation in writing by emailing it", 20+ minutes on the phone and 2 sets security questions later?


That should actually be:


we need you to call so that our "account specialist" can go through the customer retention script with you, even if you make it very clear at the start of the conversation that you NEED to cancel the account and have already signed up for alternative service with another provider. 



We understand your frustration and appreciate the feedback, @bobb


Please understand that we still need to follow certain processes specially when it comes to cancellation of a service regardless of any reason provided. 

If there is anything that we can be of further assistance, please don't hesitate to let us know. 



Thank you.