This is getting beyond absurd.
On Nov 6th, despite confirmation from TPG on the 24/10/19 that you had informed NBN that civil works needed to be completed as described (internal ticket number INC300000704532) and your reply in this public forum, no civil works team came to our property. Only an activation drop technician arrived. Upon their arrival, they showed us the dispatch note they received for our job, which is as follows (and attached for your reference):
"CIVILS COMPLETED - READY FOR ACTIVATION Remed done by TPC PRESCOPE NOTES; No conduit, no ped, 7db 2 way tap installed in pit, 20-30m new LIC required 15db 8 way tap with 7 available ports installed inside the pit. Pcd installed..."
Can you please explain to me, that despite now 5 drop technicians coming to our place to activate a line that does not exist and recommending civil works, and your apparent messaging to NBN to ask for civil works to be completed, that the subcontractor that turned up was told that civil works had been completed? Either TPG are lying or NBN is lying as no civil works has ever been completed on our property, despite our willingness to have done. The technician also mentioned that further work in the pit needed to be completed before the civil works could be completed, which is just another new piece of information that has been told to us depsite the previous 5 crews inspecting it.
Also, on 6/11/19 when the technician was there, we called our escalation case manager, who told us that on your system it showed that a civil team was present at our house, when they were not. This is a serious breach of ethical practice and a damming reflection on NBN.
Furthermore, we received an email today (7/11/19) from TPG stating that our NBN order is currently pending due to "Internal Network Shortfall", and that a case manager will be allocated. Not only are the reasons given in the email incorrect as we are waiting on civil works which you even told us needed to be done as evidence by your internal ticket above, we supposedly already have a case manager and an escalation manager, plus this forum, and yet we are still waiting for this to be sorted.
We paid TPG for this service more than 6 months ago, and you have not delivered the service, despite your verbal and written assurances that it would be done. This is in breach of the Australian Consumer Law's consumer guarantees, which require a service to be provided within a reasonable time.
I request that this matter be raised to the highest manager available, and that we be given a personalised written explanation about how this will be fixed. I also request that the appropriate civil/pit works that are required to be done be completed next week otherwise I expect to be compensated for your/NBN's delay in providing the appropriate service.
If you require further information I would be more than happy to provide it.
