NBN Provider Change Timeframe

[Smokey]

I am currently with another NBN retailer. If I change to TPG what is the estimated timeframe to connection?

Also, what is the process for this? Do I disconnect with my old NBN retailer or does TPG organise that when they connect my account?

[BasilDV]

Hi @Smokey,

If you are transferring your service to TPG from another provider, we will lodge the application on your behalf and complete the transfer for you. Once the service is activated with TPG, your service is typically canceled with the other provider, however, you may need to contact your provider to finalise the billing. If you can provide me your complete address via private message I'll be more than happy to check for the installation time frame.

Kind regards,

BasilDV

[BasilDV]

Hi @Smokey,

Thank you for providing your address via PM.

We are obligated to quote an install time frame of between 2 – 30 days.

My initial assessment suggests that all necessary infrastructures for your connection are complete and therefore a remote activation without the need for a technician visit will be possible.

After the initial payment to set up is made, TPG will request for the first available appointment for activation at your address.

We will then arrange for your NBN Modem to be shipped and will keep you updated on install progress via E-mail and SMS.

Given this is a remote activation I expect the installation to be at the lower end of our time frame guide and likely will coincide with the delivery of your modem.

By submitting an application through the TPG website or via a member of our sales team, TPG will arrange the transfer of the service on your behalf.

Once your service is active, we recommend that you contact your provider to ensure that your account is finalised/ceased.

Let me know if you would like to speak with one of our NBN specialists.

Kind regards,

BasilDV

[Canonindm]

Is there an outtage time during the transfer?
We seem to have lost our NBN internet from our previous provider while waiting the 24/48hr connection time that we were quoted

[BasilDV]

Hi @Canonindm

We were able to locate your account using your community details and it appears that the order has been completed.

The internet has not been working since the modem configuration is incomplete.

We've created an article that will guide you on how to configure it. Refer to How to set up your TP-Link VR1600v modem.

Let us know how it goes.

BasilDV