What to Expect During Your Technician Appointment Visit
Article continues below the COVID-19 update.
Coronavirus COVID-19 UPDATE – 24 March 2020
At TPG, the health and safety of our team members and our customers are of the utmost importance.
We’re working closely with our counterparts at NBNCo to maintain excellent wait times and quality of service installation and fault restoration appointments during these challenging times.
We’d like to communicate to you the additional precautionary steps being taken as part of our COVID19 safety procedures to ensure we can continue to visit your home to help with your internet and home phone installations and faults.
Whether the technician visiting your home is a TPG employee, a TPG contractor or a representative of NBN Co, we want you to be confident that we’re taking strong measures to ensure the safety of our customers and technicians.
When booking the job, we’ll ask you questions related to Coronavirus to help us be aware of risks that may come up if/when we visit. This includes questions about whether you or anyone in your premises is:
We do expect that you will answer the questions honestly so that we can properly assess the working environment. Depending on the answers you provide, we may need to postpone the appointment until such time as it is deemed safe to visit your premises. We appreciate that any delay may cause frustration for you but protection of our staff and the community is of paramount importance.
Safety measures when at your home
For the safety of both our customers and the technicians, the following protocols will apply while our technicians visit your premises:
We are of course keeping informed on developments relating to COVID-19 and will update our processes as necessary.
Thank you for your understanding and patience through this period and for trusting us with your internet and home phone services. We value your ongoing support.
Please keep reading for What to Expect During Your Technician Appointment Visit.
Types of Technician Appointments
There are two reasons for a TPG Technician visit:
All appointments will have a window which the technician is expected to arrive. This window is usually 4 hours, such as 8am - 12pm.
If you are reading this and you are currently within your appointment window and your technician has not arrived, click below.
If you are reading this and your appointment window has passed and your technician has not arrived, click below.
If your appointment date and time is in the future, please keep reading.
What to Expect During a Technician Home Visit
What will usually happen during the appointment:
What you can do to ensure the appointment goes smoothly:
Frequently Asked Questions:
Can I get an earlier date for the technician visit?
We always provide the earliest possible appointment window.
For NBN or ADSL/ADSL2+ installations, this appointment window is the earliest provided to us by our wholesaler NBN or Telstra.
Is there any fee for the technician visit?
Usually there is no fee for the technician visit (aside from any installation fee you paid when you registered with TPG).
In some special circumstances a TPG technician may offer you new modem or telephone socket if yours is faulty, which may or may not have a cost. The technician will discuss all your options with you. Any charges will be applied to your TPG account. Technicians will never ask you to give them money.
Can I reschedule an installation technician visit?
To request a reschedule of your service installation appointment, click here.
Can I cancel or reschedule a fault technician visit?
Yes. To reschedule or cancel a fault appointment, call our scheduling team on 02 8960 9812.
How long do I wait for the technician?
The technician can arrive any time within your appointment window. For example, if you have an appointment window of 8am - 12pm, the technician could arrive at 8am or at 12pm or anywhere in between. The job may not necessarily be completed by the end of the appointment window, but most appointments are completed within half an hour.
I waited for the technician then found out he did the work without coming to my door
In some cases for installation appointments, the technician is able to complete the work without needing to enter your premises. This is because they can complete the installation at your local telephone exchange or in the street. Unfortunately the technician does not know in advance if this will be the case for your premises. We appreciate you making yourself available for the appointment window in case the technician did need to enter your premises to complete the work.
Can the technician call me before they arrive?
In most cases, unfortunately this is not possible.
→ If you are within the appointment window and technician has not arrived yet
→ If your appointment window has passed and the technician did not arrive
It's possible that the technician was able to complete the job without needing to enter your home. In rare cases the technician may be running late or our wholesaler (NBN Co or Telstra) was not able to complete the job.
Please first check your Email or SMS for any updates from TPG, then contact us so we can confirm the situation.