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Company can't seem to dispatch a modem to me

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Level 2

Hi, 

I have been with TPG for a few years and so far it was a bliss, but now heaven has turned into hell. I signed up to upgrade to NBN from ADSL2+ Feb 9th and have been trying to be patient but sorry I have really lost that by now, after several times of broken promises where customer service primises to have the modem dispatched and for the customer service representative to personally get back to me within 24hrs but they never do and the modem never gets dispatched.

I don't get what the issue is, I shouldn't have to be following up actually, its just a standard modem, what's so hard about dispatching a standard NBN modem to an existing customer? 


I have tried everything, numerous calls, emails, text, online forms and all I get is call backs where the 'case manager' can't do anything so I just get transfered into the long waiting queue of the call centre, promises for a dispatch and a consigment tracking number within 24hs that never happens, or I get told that I already have it even though there was never a consignment number for dispatch and my call transfered back to the queue.  Come on guys this is a Telstra level circus for what should be such a simple, standard process, brand new customers shouldn't be put through this.

It would be most frustating now that the installation is booked for Monday if I start getting charged for NBN and my ADSL disconnected without the modem ever having left the warehouse still. 

3 REPLIES 3
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Level 2

Tried again today and was again promised that the lady "would personally sms me within 24 to 48hrs with a consigmnet number", so just hopeing a consigment dispatch actually does get generated this time. 

Moderator

Hi @chupacabras

 

Welcome to the Community!

 

Thanks for raising this with us. I was able to check your account using your community details. I can see that you've spoken to one of our Accounts Specialist yesterday regarding your concern. From what I gathered, a request to have the modem reshipped has been raised already.

 

We'll follow up on our end regarding the status of the request and we'll let you know as soon as we have additional information.

 

Regards,

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Moderator

Hi @chupacabras

 

Your modem has now been dispatched via Startrack. Please refer to the email that was sent to you today providing the consignment number.

 

Regards,