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NBN service disconnected without my permission

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Level 1b

Мy NBN service at home has been suddenly disconnected on Thu 26 May. 

I never gave any reason or my permission for disconnection and absolutely schocked now. 

These weeks, as many others, I'm working remotely and need robust Internet service on daily basis.

TPG chat support is not working at all - customers are waiting for hours to receive useless excuses with followed by improper delegation. Call service is not working either.

 

I need you guys to restore my Internet service ASAP.

 

I still have my mobile Internet which is not enough for comfortable work from home but is absolutely sufficient for complaints lodgements to ACCC, TIO and a lots of other interesting organizations and services.

3 REPLIES 3
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Level 1

Same thing happen to me... its rediculous. Time to have a meeting with the ombudsman

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Moderator

Hi @Eugene,

 

Welcome to the community!

 

We apologise for delayed response. We're able to locate the account using your community details.

 

Based on the log on file the service was disconnected caused by different ISP tried to register/create an account using the same address. The issue was escalated to NBN Co. by the help of our NBN Provisioning Team and issue was fixed.

Regards, 



 

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Moderator

Hi @stephenvw,

 

Welcome to the community!

 

We apologise for the inconvenience, we're able to locate the account using your community details. We've seen that you have been in contact with one of our Provisioning Case Manager and discussed that the service got disconnected caused other ISP provider using the same address/location ID.

 

We noticed that you also speak with our Account Specialists and discussed details of the progress of service cancellation. Let us know should you require further assistance. 

Regards,