I recently change my ADSL from Telstra to tpg NBN fixed wireless when I saw that my address is available to get NBN. I have received the modem the other day and got an email indicating that my NBN service is active which resulted in them cutting off my ADSL, but no technician has ever visited my house and there is no NBN connection box anywhere to be found since I have lived on this house for about 7 years and have always had Adsl internet
So now I am stuck with no internet and I have already contacted tpg customer support and unfortunately, they are not very helpful and just kept passing me to different people with no proper solution at all.
This confusion can be fixed so fast if tpg just sends a technician to check and see for their own eyes that we don't have a NBN box so we can get one install immediately since I'm in need of the internet for online classes starting soon.
In need of help for installation of NBN box and decided to post here since I have seen many people with the same problems and the customer support lack of knowledge is not helping the situation.
Thanks in advance
Welcome to the Community!
We appreciate you raising this concern to us and we're sorry to learn about the inconvenience this is causing you.
NBN Installation has different Service Class types. Yours is under Service Class 6 which means that the service can be activated remotely; meaing the equipment is already installed specially the NTD. The Service Class types are being determined by NBN Co and is being relayed to NBN ISPs database.
Therefore, there was no technician sent as NBN Co's database indicated that your service address is NBN-ready and is for remote activation.
I have since raised this issue to the assigned Case Manager. Kindly expect to be contacted tomorrow, 04 Nov 2020 for updates.
That's exactly the problem I'm relying on my issue. I have already talked to customer support and they told me according to their database I already have the NBN box and antenna installed but the problem is I don't have the NBN box or antenna but just the modem I received 2 days ago. The house has never been connected with NBN but ADSL which is why I changed after finding out my address is available for Fixed wireless NBN
Hopefully, yall can understand my issue and can resolve this as soon as possible because I can't access my NBN until an NBN box and antenna is installed