Welcome to the Community!
Whilst we successfully install thousands of NBN services each week we would like to sincerely apologise that this was not your experience.
I've located your account using your Community details and can see that this case is being handled by our Provisioning team.
We value your business with us and we always grab the earliest installation date that we could to get your service working. However, we cannot guarantee this as we work with our suppliers to provide this particular service, which means we are reliant on their scheduling.
Based on the report from NBN, they were unable to detect the MAC address of your NBN box from their system and they are now requesting to arrange for an NBN tech appointment.
I've now arranged a call from one of our case managers to discuss this today.
Should you have a preferred time and number for this call, please let us know via Private Message and we'll rearrange this for you.
For your reference, please see this article on How do I private message (PM) in the community
When run a NBN service qualification check on your address, NBN system shows that we can remotely activated the service. Regrettably, after we've reported this with NBN, they've confirmed that we would need to have their technician to check the devices installed as the details does not match on their records.
We definitely understand that the current installation date is less than ideal, lestermao.
The reason for delay with your NBN HFC install is an issue with NBN Co who wholesales the service to all providers like TPG.
Specifically NBN co has a manpower and resourcing issue.
We are disappointed with this situation and our management team has escalated the reschedule issue highest levels of management within NBN Co.
You may know NBN stopped selling the NBN HFC technology in late 2017 so they could improve their network and delivery, we are disappointed they have re-launched NBN HFC and are now experiencing these installation delays.
We have successfully rescheduled over 95% of the delayed installs earlier into the month of December.
Unfortunately this issue will be affecting all providers including TPG so another provider won’t be able to secure an earlier installation time.