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NBN Installation

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Level 1c
On march 7, 2019, a nbn technician came but nothing has been made because he told me that my adress is listed as a whole house in nbn database but it's actually a property divided in 10 separated units.

He showed me the nbn box located in a cellar in the lower ground (which was locked as well) and he briefly explained me that the cables have to be connected separatly in all the units otherwise nothing could be done.

I didn't had no more explanations on what to do next and I have sent 2 emails to TPG support but got no response...

I need a hand on this please, thank you.
17 REPLIES 17
Moderator

Hi @Flow

 

Welcome to the Community!

 

I was able to check your installation order using your community info as a reference. Based on the appointment history, I can see that an NBN tech attended the appointment on March 7 but the said appointment was tagged as Cancelled in the end. Unfortunately, there's no explanation given by NBNCo as to why it's showing cancelled.

 

I'll have our Provisioning Team raise this to NBNCo and have this clarified. We need to ensure that the next appointment doesn't end up like the first one. You will be provided an update by a Provisioning Case Manager as soon as we get a response from NBNCo.

 

Regards,

Moderator

Hi @Flow

 

We already have a response from NBNCo and they're advising us that the order is on the incorrect address.

 

The assigned Provisioning Case Manager attempted to call you yesterday to discuss this with you, but they were unable to reach you. Nonetheless, an email was sent to you explaining what needs to be done. As noted in the email as well, the current order in the system will be canceled and the appointment will not proceed tomorrow since that will end up like the first one.

 

Please respond to the email of the Case Manager with your proof of occupancy document since we need to have this forwarded to NBNCo to get a location ID that can be used to place the order. Your Case Manager will provide you updates once the proof of occupancy document has been forwarded to NBNCo.

 

Leave us a message if you require additional assistance.

 

Regards,

 

 

Level 1c
Hi Will,

Thank you for your responses.

I replied to the email 2 days ago and i've attached a proof of occupancy.

I also received a text with a new appointment date on april 3rd.
I don't understand why NBNCo told you that the address was incorrect. How do I know it's not going to end like the first appointment ?

Regards.
Moderator

Hi @Flow

 

Please disregard the appointment that was provided to you.

 

According to NBNCo, the address shown in the order points to a Multi-dwelling Unit. However, your Proof of Occupancy document has a specific Unit number. Technically, we only need to resubmit the order to the correct address. The problem is, we are unable to get a location ID that has your exact address in NBNCo's records. Our Provisioning Team has escalated this to NBNCo for clarification. Updates will be provided by your Case Manager as soon as we get a response from NBNCo.

 

Regards,

Moderator

Hi @Flow

 

Your Provisioning Case Manager tried to call you earlier to discuss your installation status. Unfortunately, she was unable to reach you. You may either reply to the SMS that was sent to you or call the number noted in the SMS.

 

If you need our help organizing a call back, PM us with your contact number and preferred time and we'll forward it over.

 

Regards,

Level 1c
Hi Will,

I received a voice message from the provisioning case manager and a text telling me that NBN was ultimately not available at my address...

I made my order on february 18th and I have had to wait until now to know that NBN is not available for me whereas when I first checked on your website it was supposed to be.

As your ADSL2+ plans only offers locked-in contracts, which i'm not looking for, I think the only solution is to cancel and get a refund for first month payment and installation fee.

Regards.
Moderator

Hi @Flow

 

I reviewed the response of NBNCo on the ticket that we've raised to check for a location ID for your address. NBNCo mentioned that there's an Infrastructure Shortfall affecting the serviceability of your address. With that , they amended their records and has tagged your address as not serviceable at the moment. So in order to get TPG internet service, your option is to sign up for ADSL2+.

 

TPG offers plans with both Lock-in and No Lock-in contracts. If you're interested, send me a PM providing your contact number and preferred time so I can arrange a call from one of our Specialists to place that order for you.

 

Regards,

Level 1c
Hi Will,

Can I switch plan to ADSL2+ unlimited data without having to re-sign up ?
Is it available to my address ?

Sorry I can't answer my phone the microphone is defective and i'm working until very late, so the easiest way to contact me is here or via email.

Thank you.
Moderator

Hi @Flow,

 

I can confirm that we can provide your address with a TPG ADSL2+ bundle plan. We would need to set up a new application as the offered TPG ADSL2+ bundles are different from our NBN plans. Our ADSL2+ bundles start from $39.99 per month.

Our best ADSL2+ bundle deal at present provides:

1. Unlimited data. Truly unlimited no shaping ever.
2. Home phone is included so you can bring across your existing number if you have one or one will be provided
3.WiFi modem is included when taking an 18 month contract

This plan is only $59.99 per month

Let me know if you would like me to put you in contact with a member of our team.

 

Regards,