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plan to upgrade taking forever

Level 1a
Hi,
I just moved from the NBN25 to the NBN50 On Sunday, it is now Thursday and no response from TPG and no change in speed. Can someone from TPG please advise what’s going on?
6 REPLIES
Community Manager

HI @Purushnahoff,

Welcome to the community!

Ive looked into this personally and can see there been a failure in the NBN system in processing the change in speed.

We have logged a fault with NBN to resolve the issue and still have no resolution.

I have now raised this with NBN management to get this solved for you as soon as possible.

I will keep you updated via the community.

Cheers

Highlighted
Community Manager

Hi @Purushnahoff,

NBN have completed the rate plan change and the speed of your plan has been updated.

If you have any further issues feel free to reply in the community.

Cheers

Level 1a

Hi, I applied for an upgrade last Tuesday (10 days ago) and have heard nothing. I've rung TPG three separate times and each time have been promised that they will "escalate" my issue and get back to me asap. Nothing - on all three occasions. Website says upgrades will take 1-2 days - maybe it is a typo and should say 1-2 weeks. 😥

Moderator

Hi @Murpda,

 

Welcome to the community!

I was able to locate your account using your community details and seen that there has been a problem upgrading your NBN plan and it is currently handled by our Account Specialists Team.

 

I will chase this with them  and request for urgent feedback tomorrow using the contact number associated with the account.

 

Cheers!

Moderator

Hi @Murpda, hope you're doing well. We've heard back from our accounts team and we have been advised that your order was stuck in the system when you placed the order online. This matter has now been escalated to our programming team, will revert back to you as soon as we get a feedback. -Mc

Moderator

Hi @Murpda,

 

Please be advised that your NBN Plan has been upgrade to NBN50. Tell me should you require further assistance.

 

Cheers!