On Tuesday 26th of May, my nbn connection started disconnecting every few minutes. Initially I thought it was my wifi router, however resetting and troubleshooting numberous of times didn't fix the issue.
On Wednesday 27th of May, contacted TPG tech support and on Thursday made an appointment for NBN Co. technician to come and fix the problem.
On Monday 1st of June, the technician came to the premises (our apartment) and couldn't find a fault on the router, modem, and fibre, so after receiving instructions from NBN control centre he when down to the communications room (in the basement) and replace the fibre port from the splitter.
Came back up to my premises and carried out further testing, however there was still no connection. He then told me that the modem's serial number installed in my apartment unit didn't match what they had on the NBN Co system ("serial mis-match"). He then said I would have to follow this up with the internet service provider.
So I called TPG tech support again and explain the situation. They then said my NBN connection was incorrectly assigned and that I have been using someone else's NBN connection. I was now very confused, so I asked if this was the case, why have they been debiting monthly payments. This is when the tech support team escalated my ticket number and referred me onto the Engineering Team. After another 30 or so minutes waiting on the phone the Engineer explained that the address on the TPG system didn't match the NBN Co.'s address for my unit. He requested for me to email a copy of my utility bill to verify the address, since there was no internet access, I when down to the cafe bought a cheap cuppa and used their wifi to send the email. The Engineer also said he would investigate further and let me know of the progress.
The next day, Tuesday 2nd of June, no progress update, so called the Engineering Team again and had to explain the situation "again", they again said they are working on it and would provide an update in 24-48 hours.
2 days later, Thursday 4th of June, still no update, so called the Engineering Team again and explained the situation again, and this time, they referred me to the Provision Team who handles this kind of matters. Again waiting for a total of over 60 minutes on a single call, spoke with the Provision Team and she requested for me to send her a photo of the modem's serial number. Went down to the cafe, bought another cheapest cuppa and used their wifi to email the photos. She also said that they could not find my address on their system (don't know if she was referring to TPG or NBN Co.) but when I did a simply search via Telstra, Optus, NBN Co.'s "check service available for your premises", I easily found the correct apartment building and unit number. But apparently TPG is having difficulty, even on the phone when speaking to the Engineer, he didn't understand why my apartment was 23-25 even after explaining it was an apartment building and that my unit was one of many within the building.
It has now been 6 days since anyone from TPG has spoken to me and over 2 weeks without internet access. Is it too much for me to expect a quick fix? I do not understand how NBN connection and phone line connection since October 2018 was infact someone else's connection. Also, why all of a sudden is the connection disconnected and the sudden mis-match?
Why can't NBN Co simply re-assign the serial of the current modem for my apartment? (if this is really the case), and why can't TPG follow this through quickly?
I've tried reaching out to NBN Co. however they do not interact directly with consumers and have been turned away. As a consumer, no internet and home phone connection, and the only point-of-contact is TPG who isn't providing much information is becoming very difficult and frustrating.
