Hi,
I have been a TPG customer since October 2018 and was earlier also contracted. In January 2020, I went ahead with NBN connection with TPG since NBN was rolled out in my current residence at Westmead, NSW - 2145. I was advised for an 18 months contract to have the activation fee waived off. However, I did indicate that I would be moving out in the next 6-8 months as I had a house to be built in Gregory Hills as new construction.
The sales staff checked and confirmed that Gregory hills was served by TPG and I would be able to relocate without any relocation fee and continue using the NBN service or if that is not available then ADSL service.
However, when I called yesterday to move my NBN connection, I was advised that neither NBN or ADSL service from TPG is available at the street where my house is located. So it is availbale in the suburb but not the street where my house is located since it is contracted with Opticomm and not NBN.
I was asked to write email to cancellation team to explian this and now they have replied back asking me to shell out 165$ as ear;ly termination fee.
I am not happy since I am not at fault here since TPG cannot provide service in my street. TPG provides service in the Gregory Hills suburb but not in specific areas within the suburb of Gregory Hills. I was not made aware of this fact even at the time going ahead with 18 month contract since I was informed that Gregory Hills was served by TPG. It is not my fault if TPG cannot provide the service and also the fact that I went into a contract of 18 months with the advice that TPG connection was available in Gregory Hills.
Further you are asking me to pay 165$ when it is stated in your own website the below:
Moving Home special case:
If you are applying to relocate your current Internet service to a new location where your current service is not available, you have 3 options:
- Choose any of the available services (Broadband Off Net, ADSL2+, Naked ADSL2+ or ADSL2+ Home Bundle). Applicable fees and contract term will apply as above.
- Cancel your current Internet service (paying out the remainder of your Minimum Contract Term up to $350 (see above for calculation)
- During the Minimum Contract Term if TPG determines that we cannot provide any Internet service (Broadband Off-Net, ADSL2+, Naked ADSL2+ or ADSL2+ Home Bundle) at the new address/telephone number, your service will be cancelled and remaining portion of the Minimum Contract Term will be charged up to a maximum of $60.
Furthermore, reading through your forum, you waived the Early termination fee for this person who was in the same situation as me wherein you couldn't provide any internet service to their new address either (https://community.tpg.com.au/t5/Accounts-and-Billing/Relocate-NBN-to-the-new-address/td-p/21371?fbcl....
I feel like the TPG people I have had correspondence with have their own versions of TPG policies in their head - TPG staff should be consistent. Please advise.
