No Internet connection for 1 month

[hxy1249301987]

No internet connection since signed up with TPG.

NBN: FTTB 

Router: TP-LINK VR1600v

(Power; 2.4G; 5G are solid, internet & DSL lights off)

Tried configuration, still not working.

Contacted with NBN Technical Team and engineering team, now it has been transferred to Provision Team.

3 days ago, someone from the Provision team called me and said that a NBN technician will be visiting my house to fix the problem, and the visiting date will be sent to me through txt message.

***BUT I NEVER RECEIVED THAT MESSAGE***

Today, another guy from the Provision team called me, asking for Tenancy Agreement but without providing an email address that I should send the agreement to.

Now, I have been suffering from no internet connection for 1 month.

Everytime, I called TPG, I will be transferred 3 times!

Firstly, the Technical department, then the engineering department and finally the provision team.

But, they never pick up the phone : ).

Even they promise to call you back, you will never receive that call : )

I really regret choosing TPG.

[BasilDV]

Hi @hxy1249301987

Welcome to the Community!

Our sincerest apologies for the inconvenience.

There was an issue with the address, which is why it was transferred to our Provisioning team.

The Proof of Occupancy will be used to raise this case with NBN Co in order to confirm that your address is registered with them and for us to provide the service.

We understand that the document has been sent and the case manager will be in touch with you as soon as an update becomes available.

BasilDV

[hxy1249301987]

Yes, update: still investigating the issue further.

It has taken more than 1 month to investigate this issue, and so far, the issue has not been determined. Until now I don't know what caused me to have no internet connection for a month

[BasilDV]

Hi @hxy1249301987

We understand that your case manager has been in touch and was advised that your address does not reflect on the NBN database.

They've raised it with NBN Co to further check and in order to get a LOCID (Location ID) for us to provide you the service.

Relevant updates will be given as soon as it becomes available.

BasilDV

[hxy1249301987]

@BasilDV 

26 hrs, no updates.

[BasilDV]

Hi @hxy1249301987

This has been raised to your Case manager and updates will be given within the day.

BasilDV

[hxy1249301987]

@BasilDV,

Please cancel my 6 months contract with TPG, as I just confirmed with my building manager that the Fibre network service is operated by Openetwork, and only the IPS listed on their website can provide me the internet service, TPG is not on that list.

Thanks

[BasilDV]

Hi @hxy1249301987

Thanks for sharing this information.

We'll forward this to your case manager for them to confirm with NBN Co if we are not able to provide you the service.

Your case manager will be in touch with you tomorrow as their department is already closed.

BasilDV

[hxy1249301987]

Hi,
I have submitted the cancellation notice online through my TPG Portal last week.
Will I receive a notice confirm that my service has been canceled? As I have used 0 usage, and TPG is unable to provide me the service I requested, I assume that no termination fee will be charged.

My next bill is coming up very soon, will I be charged again if the cancellation request has not been processed?

[Riezl]

Hi @hxy1249301987, we have made a follow up with our Accounts Team and one of our specialists will contact you today to further discuss the matter. Kindly await further updates through Email or Phone call.