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Failure to provide appropriate level of service

Level 1a

I'm trying to figure out if the incompetence I experienced today is normal. We applied for NBN in November last year and were advised the service would be available this year. 

In January this year we were advised via email that the service connection date had been brought forward. Today I discovered, from a Telstra tech doing a cross over, that the service has been available in my street for more than two weeks. So I connected to TPG chat only to be told they had not completed my order and there was nothing in their system.

How is this even possible.  And even though this was a royal stuff up on their part, I'm told that I will now have to wait the normal waiting period for a change of connection rather than it being processed with any urgency.

Can someone please explain how this is acceptable.