Home relocation

[fionacheung727]

Hi TPG team,
I have requested home relocation service(NBN) two days ago, got a text message this morning saying NBN has been connected at new home, but the NBN service at current home is now disconnected.
From previous home relocation experience with TPG, I was able to assign disconnection date with existing connection while waiting for service to be connected at new home (normally takes at least 2 weeks), but not this time. Can you please help with reactivating the NBN service at current home asap? I still need NBN connection for another 3 weeks before moving to new home. Helpdesk is not available today due to public holiday. Regards Fiona

[Will]

Hi @fionacheung727,

Welcome to the Community!

I checked your account to better understand your case and from what I gathered, the address you were supposed to move into already have an existing NBN infrastructure and had at one point an active NBN service. This means that the only thing required to get the service working at the new address is a remote activation of service which is what happened. Since the relocation of the service has been completed, the service at the old/current address has been deactivated.

That being said, I can see that you've spoken to our Accounts Team earlier today and that you have agreed to relocate the service back to your new address. However, we're currently waiting for the records to be fully updated before a relocation order can be processed. Nonetheless, our Accounts Team is monitoring your request and will reach out to you once an update is available. Should you require further information or clarification, don't hesitate to leave a comment.

Regards,

Will

[fionacheung727]

Hi there,
I have been in touch with customer service 2nd Jan morning, and was told the connection at the existing address will be reconnected and assigned 19th Jan for new location as an updated instruction for relocation request. The lady who assisted me over the phone said it will take 24 - 48 hours to process, can you please check that the request will be completed by end of today?

Thanks Fiona

[Will]

Hi @fionacheung727,

I'm sorry to learn that you haven't received an update yet in getting the service relocated back to the old address.

We'll have this coordinated with the relevant team to get in touch with you within the day.

Regards,

Will

[fionacheung727]

Hi Will, NBN still not restored at the old address. Regards Fiona

[Rica_R]

We appreciate the update and we sincerely apologize for the inconvenience this has caused. 

We'll chase this matter with Relocation team and update you with the progress of the case. 

Regards,  

[fionacheung727]

Hi, can someone please provide an update on the status of restoring NBN connection to the existing home address? It's been a week now without internet connection.

Regards Fiona

[Shane]

Hi @fionacheung727,

Thanks for raising this to us. One of our Account Specialists tried to contact you yesterday unfortunately no avail. We'd like to get your best contact number and preferred time today.

Cheers!

[fionacheung727]

Hi there, can you please call 0430 xxx xxx after 3pm today (Sydney). Thanks Fiona

[Shane]

Hi @fionacheung727,

Thanks for the confirmation, we arranged one of our Account Specialists to contact you today between 3-5PM AEDST, make sure to keep your mobile phone available for the call and let us know how it will go.

Cheers!