Hi @Jessicaramsey61 ,
Welcome to the community!
In the event that the installation time exceed on the given installation time frame, we do usually escalate it to our Provisioning Team for investigation and assessment.
We're able to locate the account using your community details we can see that the installation is still in progress and within the time frame.
Let us know should you require further asssitance.
TPG is a prepaid service; your initial payment is comprised of an installation fee and your 1st month fee.
By operating this way we are able to keep costs down to continue offering the best value deals possible to our customers.
The installation process begins as soon as we receive these specified funds from the customer.
The initial billing cycle commences when your install is complete. Having said that, your billing hasn't started yet. Nonetheless, we have forwarded your message to our Provisioning Team.