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Moving house and working for a critical service

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Level 1b

Hi,

Im moving my house and looking to get my TPG Internet service moved to my new location.

However I am unable to get this done due to few issues as I mentioned below.

 

1. No way to contact TPG. Chat service never worked even after waiting for hours. It keeps saying "Our team members are currently serving other customers. We appreciate your patience. Please try again later.", But not me. Tried the mobile app, still couldnt see any update on my requests and no one contacted me so far.

 

2. I tried to get the move organised online but it is asking me to pay $99.95 (including router price) again for the Non-Locking contract. I receved a brandnew router from TPG with my current plan last year and it is still in Brandnew condtion. Do I still have to pay $99.95 (including router price) for the Non-Locking contract when I move my house ? Cant I use the same router at my new place once you activate the service? Since Im using the same TPG router can will you deduct the router price from the above mentioned fee ? I honestly dont want to collect routers everytime I move and it is a waste.

3. Im working for a service identified as national critical service and TPG internet service is a critical service for me to work from home these days. Once I moved to my new place I will no longer have access to my current place since I have to handover my keys to the property agent. Getting my internet service arranged at my new pace ASAP is very crucial.

 

I really appreciate if you take this into your kind consideration and help me with my request ASAP.

Thank you.
Yosh

3 REPLIES 3
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Moderator

Hi @Yosh 

Thanks for your enquiry!

Here are some guides to help you through the relocation process.
And you can use the new TPG APP - https://www.tpg.com.au/download

 

https://community.tpg.com.au/t5/Accounts-and-Billing/Moving-your-TPG-services/td-p/17838

https://www.tpg.com.au/moving-home-support/more-information


Regards,
David_M

 

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Level 1b

Hi @David_M ,

 

Thanks for the input.
I received a new NBN router with my current plan last year. I hope I can use the same router at my new location as well.
When I make the request online it adds a new router to my request and I cant unselect it.Router Order.JPG


Is it compulsory to order a new router everytime I move houses ?

Thanks,
Yosh

Highlighted
Moderator

Hi @Yosh 

 

You can use that modem.

 

regards,