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NBN FTTN Connections - Other ISP connects to my address

Level 1b

Hi All,

 

Not sure if you have encountered the same issue as mine, but I want to put it out there in case someone else are having the same issue as mine.

 

So I recently moved (Not so recent now from 28th of September) and transferred from ADSL to NBN as the new place is ready to connect with NBN. After several dramas, NBN installation was finally appointed and connected on 21st November. I haven't had internet for about 2 months time and made at least 15 calls to TPG following it up. Everything seemed to go went after the installation by NBN technician until 28th November. I arrived home and found out my internet was disconnected, so I called TPG and internet was back that night. I was told by TPG that there was 'some other Internet Service Provider' who was trying to connect to my address, which was what's weird too. My partner and I never contacted any other ISP. Anyways, internet was back and I was happy. But it was again disconnected on 1st December 2017 when I arrived home. I called TPG again and found out that there is this "some other ISP" that is connected to my network. 

 

I am living in an apartment building. Definatley an unit number or address cannot be shared by different neighbours. Since last friday, I have made calls to TPG almost everyday to follow up. I was so pissed off when they repeatly asked me the same questions about whether I applied with any other ISP (If so, why would I still be charged by TPG!!!) and whether the address is shared by any other neighbours (how could this be possible?) TPG said they sent 5 orders already to NBN and all were rejected. I questioned that what I should do now, they canot provide me with a proper instruction or response but said that they will place another order to NBN. What is the point? It was already rejected 5 times, can't they do something else???

 

When ISP connects to NBN, don't they need to ask for proof of address? That's what I did when I connected with TPG, but why would my connection be cancelled when I have proof of address? And I was able to use internet connections for about a week's time. It just repeatly been disconnected for a reason that TPG cannot explain to my in details. WHO is this OTHER ISP? WHO is trying to connect to my NBN???

 

It's been more than 2 months since I contaced with TPG about the NBN installation, it's been more than disappointments now, but I have been charged every month and the contract was for 18 months. Is it too late to cancel the service?

 

 

 

9 REPLIES
Moderator

Hi @Ahuang,

 

Welcome to the community !

 

We'd love to help and see what happened on this case.

 

Kindly PM me your account details (username/customer ID or contact number associated with the account)

 

We'll have this checked.

 

Cheers! Smiley Happy

Moderator

Hi @Ahuang,

 

Thanks for sending me your details.

 

We can see that our Provisioning Team is now handling the installation and has been raised to NBN Co.

 

We'll keep an eye on this case and we'll make follow up on this.

 

Rest assured that feedback will be provided within the day.

 

Cheers!

 

 

 

Level 1b
I received a call from TPG giving me an update saying a request is lodged with NBN and I need to wait for updates in another 24-48 hours.

Hi Shane, wouldn’t it be quicker if you just give NBN a call to find out? Here is part of a rspsonce I received from NBN after sending them a complaint. I sent you a copy by email to you nbn order team.

“If the RSP you have chosen is unable to complete your request or is facing any issues please advise that they are to contact nbn via NOC or they can even call through to us here at general enquiries using the details below and your case reference number and we will advise them of the appropriate steps.
If you require further information in the meantime, please reply to this email or call us on 1800 OUR NBN (1800 687 626), quoting the above reference number and a consultant will be happy to assist you.”

Thanks!
Moderator

Hi @Ahuang,

 

We only rely on NBN co.'s installation updates. Fortunately, we have an excellent working relationship with them. Rest assured that our Service delivery team will be in touch with you as soon as we receive update from NBN co.

 

Cheers!

Level 1b
I really doubt that you have “excellent relationship” with NBN.

Everything seems to be a pain from the beginning. Wasted money and time for more than 2 MONTHS! It’s much longer than what you advertise. It’s so misleading that I would consider report to the TIO.

Thanks!
Moderator

We can only imagine how frustrating your experience has been, @Ahuang. We will raise this to our Complaints Resolution Team for further handling. Cheers!

Level 1b
Received another call at 5pm updating me about the progress. Again, nothing has changed and same questions were asked. I was told again to wait for updates. They have lodged requests to NBN and are waiting for updates.

I asked if they have called NBN. They said no. At this stage, they will not consider calling NBN. Maybe it’s not that urgent in their cases. TWO MONTHS!!!

Level 1b

Received a call at 2:50pm today.

I was advised with the same responses. TPG is still waiting for NBN to reply about the connections. 

No progress.

 

 

Level 1b

Received no updates today, but suprisingy I had internet connection after yesterday's conversation. At least posting questions here seems to work.

 

Now I have another question. The internet constantly dropped out almost every half an hour. Is this common? I saw another post about the same issues. Can this be fixed? And I am still waiting for an update on why there was another ISP tried to connect to my address???

 

 

2017-12-08 18:32:30SystemNoticeWAN connection INTERNET_TR069_VOICE_R_VID_2:IPv4 connected.
2017-12-08 18:32:26SystemNoticeDSL connection is activated.
2017-12-08 18:30:34SystemNoticeWAN connection INTERNET_TR069_VOICE_R_VID_2:IPv4 disconnected.(ERROR_NO_CARRIER)
2017-12-08 18:30:34SystemNoticeDSL connection is deactivated.
2017-12-08 17:55:54SystemNoticeWAN connection INTERNET_TR069_VOICE_R_VID_2:IPv4 connected.
2017-12-08 17:55:50SystemNoticeDSL connection is activated.
2017-12-08 17:53:57SystemNoticeWAN connection INTERNET_TR069_VOICE_R_VID_2:IPv4 disconnected.(ERROR_NO_CARRIER)
2017-12-08 17:53:57SystemNoticeDSL connection is deactivated .
2017-12-08 15:47:22SystemNoticeWAN connection INTERNET_TR069_VOICE_R_VID_2:IPv4 connected.
2017-12-08 15:47:18SystemNoticeDSL connection is activated.
2017-12-08 15:45:24SystemNoticeWAN connection INTERNET_TR069_VOICE_R_VID_2:IPv4 disconnected.(ERROR_NO_CARRIER)
2017-12-08 15:45:24SystemNoticeDSL connection is deactivated .
2017-12-08 13:56:37SystemNoticeWAN connection INTERNET_TR069_VOICE_R_VID_2:IPv4 connected.
2017-12-08 13:56:33SystemNoticeDSL connection is activated.
2017-12-08 13:54:41SystemNoticeWAN connection INTERNET_TR069_VOICE_R_VID_2:IPv4 disconnected.(ERROR_NO_CARRIER)
2017-12-08 13:54:41SystemNoticeDSL connection is deactivated .
2017-12-08 13:27:59SystemNoticeWAN connection INTERNET_TR069_VOICE_R_VID_2:IPv4 connected.
2017-12-08 13:27:55SystemNoticeDSL connection is activated.
2017-12-08 13:26:05SystemNoticeWAN connection INTERNET_TR069_VOICE_R_VID_2:IPv4 disconnected.(ERROR_NO_CARRIER)
2017-12-08 13:26:05SystemNoticeDSL connection is deactivated .
2017-12-08 11:23:04SystemNoticeWAN connection INTERNET_TR069_VOICE_R_VID_2:IPv4 connected.
2017-12-08 11:23:01SystemNoticeDSL connection is activated.
2017-12-08 11:21:07SystemNoticeWAN connection INTERNET_TR069_VOICE_R_VID_2:IPv4 disconnected.(ERROR_NO_CARRIER)
2017-12-08 11:21:07SystemNoticeDSL connection is deactivated .
2017-12-08 08:01:01SystemNoticeWAN connection INTERNET_TR069_VOICE_R_VID_2:IPv4 connected.
2017-12-08 08:00:57SystemNoticeDSL connection is activated.
2017-12-08 07:59:07SystemNoticeWAN connection INTERNET_TR069_VOICE_R_VID_2:IPv4 disconnected.(ERROR_NO_CARRIER)
2017-12-08 07:59:07SystemNoticeDSL connection is deactivated .
2017-12-08 06:58:22SystemNoticeWAN connection INTERNET_TR069_VOICE_R_VID_2:IPv4 connected.
2017-12-08 06:58:19SystemNoticeDSL connection is activated.
2017-12-08 06:56:22SystemNoticeWAN connection INTERNET_TR069_VOICE_R_VID_2:IPv4 disconnected.(ERROR_NO_CARRIER)
2017-12-08 06:56:22SystemNoticeDSL connection is deactivated .
2017-12-08 05:00:11SystemNoticeWAN connection INTERNET_TR069_VOICE_R_VID_2:IPv4 connected.
2017-12-08 05:00:07SystemNoticeDSL connection is activated.
2017-12-08 04:58:07SystemNoticeWAN connection INTERNET_TR069_VOICE_R_VID_2:IPv4 disconnected.(ERROR_NO_CARRIER)
2017-12-08 04:58:07SystemNoticeDSL connection is deactivated .