Modem Delivery/Installation

[tylahfearnley]

Hi,
I registered on Wednesday for a new plan. When my partner called we were told because the property is connected to NBN already there is no need for installation, and that a new modem would be sent out the next day (in anticipation it would arrive either today or early next week). However, when I check installation updates it still says it is processing my payment and this hasn’t changed in days. No money has been taken out of my account either. I’m just wondering if there’s anything I’m missing or if there’s just a general delay on delivery or installation? I’m a uni student so I’m keen to get this sorted.

Kind regards,
Tylah

[Anonymous]

Hi @tylahfearnley ,

Welcome to the community!

Thank you for choosing TPG as your provider, we'd love to help see the status of the new application. Please shoot me a private message with your account details (Username/Customer ID together with the address on file).

How do I private message (PM) in the community 

Regards,

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@tylahfearnley wrote:
Hi,
I registered on Wednesday for a new plan. When my partner called we were told because the property is connected to NBN already there is no need for installation, and that a new modem would be sent out the next day (in anticipation it would arrive either today or early next week). However, when I check installation updates it still says it is processing my payment and this hasn’t changed in days. No money has been taken out of my account either. I’m just wondering if there’s anything I’m missing or if there’s just a general delay on delivery or installation? I’m a uni student so I’m keen to get this sorted.

Kind regards,
Tylah

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[Anonymous]

Hi @tylahfearnley ,

Thanks for sending me your details. I was able to locate the account and confirm that the payment is still in progress and it may take 3-4 working days. I also noticed that this has been discussed to you by one of our Account Specialists today.

Please be advised that direct debit payment can take 3-5 working days to complete.  Should you wish for your payment to post real-time, you may try using a credit as a once-off payment.

Note: The appication will commence once the payment is posted on the account. 

For more details: TPG billing cycle and advance payments explained .

Let us know should you require further assistance.

Regards,