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Can't get TPG to answer emails or questions

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Level 1a
I am still waiting on installation at new address which I was told would be today at latest. I am paid up untill 20 April for a service I am not getting and no-one will answer emails or questions.
I want to cancel TPG or at least get a refund so I can afford to pay for new internet access as my partner and I both need it for work and study
The service provided by TPG is disgraceful. They were happy to take my money but had to lie about when internet would be available at my new address to get it.