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No NBN connection Coburg VIC June 4 -5

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Level 1c

At about 11pm last night on June 4 our internet connection went down. (This is following a seperate issue with NBN that had us offline form Friday to Tuesday). I rang TPG Service and was told that there was a planned disruption until 6 am this morning. We are still not online and i don't have time right now to call TPG.

All the light indicators on our devices (NBN and modem) are on correctly except the light on modem indicating internet which is not lit up of course. Haver checked cables and reset etc.

My question is - has anyone else in Coburg experienced this and if TPG customer service monitor this can you tell me if the info i received form your telephone technical assistance is correct and whether there is an estimated time for service reconection in thre area if so. If not what should my next step be?

Thanks

8 REPLIES 8
Moderator

Hi @sioeleoma3,

 

Welcome to TPG Community!

 

We have located the account using your community details. We apologise for the inconvenience this service disruption is causing you.

 

We have arranged a technical specialist to contact you between 11am and 2pm Victoria time today to address this concern.

 

Should you have a preferred contact number and time, please send it via PM.

 

To send a PM, please refer to this link:

How do I private message (PM) in the community - TPG Community

Level 1c

Thank you @Riezl i have sent a PM with preferred time

Moderator

Hi @sioeleoma3, thanks for your PM. We have already advised our Technical Team to reschedule the callback between 12:30PM and 2PM Victoria time today.

Moderator

Hi @sioeleoma3, we can see that our Technical Team has been in touch and the issue has been escalated to our Engineering Team. The team raised this to NBN Co and the case engineer will contact you as soon as an update becomes available.

 

Should you have further queries, please let us know. Thank you.

Level 1c

Hi @Riezl I appreciate the communication. NBN hasn't been in touch yet. How long should i expect this to take? 12 hours? 24? longer? Thanks again.

PS -  we were ofline from Friday to Tuesday with a technical (NBN) issue and then offline again by 11pm Tuesday night with what appears to be another issue. This will be the third NBN engineer visit / issue in the couple of months we have had NBN. So my patience is shorter than usual.

 

Moderator

We sincerely apologise for the inconvenience this issue is causing you, @sioeleoma3.

 

We have already made a follow up with our Engineering Team and we'll have the case engineer contact you between 9AM and 12PM Victoria time today to discuss the status of the case.

 

Let us know should you have a preferred contact time. Thank you.

Moderator

Hi @sioeleoma3, the case engineer tried to contact you, but to no avail.

 

Our Engineering Team is working on sending a TPG technician and the proposed schedule is 07/June/2019, 1PM-5PM.

 

If this schedule suits you, please let us know so we can advise the team to book the appointment.

 

 

Moderator

Hi @sioeleoma3, we can see that a TPG technician went out today and was able to confirm that the service is already working.

 

Should you need further assistance, feel free to drop us a message. Thank you.