I want to cancel my 7 day 5G Home Broadband Trial and return the modem - it is not fit for purpose. How do I do this?

[edushare5g]

I want to cancel my 7 day 5G Home Broadband Trial and return the modem - it is not fit for purpose. How do I do this? I have 3-4 lights in three spots in my house, I have read everything on the "community" I have spend a lot of tiime getting no where with the support in the Phillipines who tell me there is no support in Australia. I cannot use the modem - maximum speed so far is 7MBs - not the 100 promised and that was for 10 minutes at midnight on Saturday. I have been getting the run-around and everyone from TPG tells me "that is not how it works" - I know the offer said to cancel within 7 days and return the modem and no cost will accrue. I get the impression TPG is intentionally ensuring I do not cancel before the 7 days is up - deceitful conduct! How do I cancel without riinging the Phillipines!!!!!! What will happen if I take the modem back to North Ryde or North Sydney - will TPG keep their word

[Ahra_G]

Hi @edushare5g, 

We're here to assist! Please send in your TPG username or account number via private message so we can have an Accounts specialist to contact you

Also, we understand that some restrictions may have been lifted but we still do not accept walk-ins or visits to any of our offices. 

Thanks! 

Ahra_G

[edushare5g]

I have PMed with my user name, but I am sure you will not respond - all TPG communication seems to be one wasy - see when Shane is going to respond - from a Friday message.

Really disappointed in TPG after being a customer for 2.5 years - your support, or lack of it, has made TPG untenable as an internet providor

[BasilDV]

Hi @edushare5g 

We do not process the cancellation on our end (Community) for the security of the account holder.

We noticed that the 5G Home Broadband account is already set to be cancelled. Are you going to cancel the NBN account as well?

If yes, then our Accounts team is required to speak to the account holder in order to discuss the details.

If you don't want to respond to our message again, then you may contact them directly via phone call on 13 14 23.

In case you changed your mind, just provide us your preferred time and best number via PM to be contacted by our Accounts team.

BasilDV