NBN installation

Level 2

I waited all morning for my install, only for a text message to turn up 1 hour after the scheduled time slot to advise the install date has been moved back 15 DAYS! 

TPG advised the install is all under NBN co control. Rang NBN and guess what, they say its all with TPG.


1. what is the complaints procudeure to follow?

2. where is the compensation process (noting that if I had missed the appointment it would cost me $109)?

3. why can't we get a weekend appointment?


Hi @guyandhelen8


Welcome to Community! 


We apologise that the installation was not a successful one. It is indeed true that most ISPs rely on NBN Co to provide the service therefore, we are subjected to their connection timeframe as well as scheduling. 


You may refer to this link should you wish to raise a complaint:



Feel free to let us know should you require further assistance.