Ticket number: 9804267
TPG NBN has been installed and connected, but I haven't received TPG service for more than a month due to the serial number mismatch between my address and NBN box. We have already paid last month fee for unprovided service.
As internet connection is very important to our work I have called and asked to TPG support team serveral times for progression updates regarding the issue. They said that they are checking the current progression and will call us back and keep notifying us for any update, but I haven't received any update from them. I've sent messages, called, and asked them to notify us the current progression, however, no update has been provided to us after they promised us to call back.
Could you please check the current progression of the case, and please advise us how long it will take to solve the issue?
I also request payment deduction for the unprovided service.
Welcome to the Community!
I'm sorry to hear that you haven't been able to utilize your internet service at the new address and that you haven't been kept in the loop as to the progress.
From what I can tell, the Serial Number of your NTD box points to your neighbor's address. Usually, NBNCo will need to engage with the service provider of the other customer to get a proof of occupancy document before NBNCo can make any adjustments on their records.
I have already engaged our Provisioning Team to check for the latest update. They will contact you once they receive additional information regarding the case.
My apologies for the inconvenience this has caused. I hope you can bear with us further.
Our sincerest apologies for the inconvenience.
We'll chase this with our Service delivery team and will make sure that your case manager will provide you an update via SMS or email once they weren't able to reach you via phone call.
We understand that one of our Service delivery team has been in touch and was advised that the case has been escalated to NBN Co. They have raised to realign your NBN NTD box to your address in order to activate the service.
They will be in touch with you within 24 to 48 business hours once an update is available.
Thank you for your patience.