New connection

[wasabi]

I live in a apartment and I recently signed up to ADSL 2 with home phone package. Relatively early on I received an email from TPG saying that there's no vacant Telstra infrusture at my residence. I therefore called in attempt to cancel the product. During the phone call the TPG personnel convinced me to try again, saying that it is possible that the TPG technician may be able to get it working. As I have already got an account with TPG I thought I would give this another go.

After the technician visit I received a text and email saying that jumpering work is required. I looked up the definition of the "jumpering" work and contacted the building manager to see if they have any technicians available to do this work. It is then the building manager indicated that there's no copper running up the building, therefore TPG connections is physically not possible.

I therefore called to cancel the product, as it is not possible to get the service. I got told that the connection fee is not refundable and there's a 30 day cancellation fee as well. My question is I haven't even been connected and no services have been used. I have been a loyal customer with them since 2014 at another address. Furthermore I was going to cancel the product after receiving the email in regards to no vacant infrustructure at the building, but the TPG personnel convinced me to try again. If I didn't follow TPG's instruction then I wouldn't be in the situation I am in now. Why cannot I get a refund for a service that I haven't even been able to utilise?

[Erika]

Hi @wasabi,

Welcome to TPG Community!

I'm sorry to hear this wasn’t a pleasant experience. I'd like to understand you better and hopefully turn your experience around.

I've searched your account using your Community details but was unable to find a match.

Can you please PM us your customer ID or username so that we can assist you further?

For your reference - How do I PM in Community

Cheers, 

[Erika]

Hi @wasabi,

Thank you for sharing your details via PM.

I've reviewed your account and can see that your TPG ADSL2+ with Home Phone service has been installed. A Telstra technician has tested the service and proven it as working at the telephone switchboard of your building (this is called the Main Distribution Frame or “MDF”) last 4 May.

After investigation, we've identified that there are TPG customers in this building. Hence, we would recommend to have a TPG technician to complete the jumpering process and also confirm if there's a copper cable running in to this building.

We've now raised this with our Engineering team and is working on the schedule for the TPG tech. 

Should our engineer needs to provide you updates via SMS / phone call, can you please PM us your best contact time and number? 

We'll be providing you updates as soon as additional information becomes available.

Cheers,

[wasabi]

Hi Erika,

The problem now is that it has taken far too long for me to wait for the service to be connected. Since the initiation of the service it has been over 3 weeks to date. Even on the day of installation the technician did not contact me directly before leaving so we can sort it out with the building manager. The building manager has indicated that it is physically impossible to install the service as there are no copper running up the building so i find it very difficult to be the middle person where TPG is saying it is possible to get the service but the building manager is telling me it’s not possible. I also doubt that it will take less than a week for TPG and the building manager to get to a resolution. Im extremely upset that no alternatives have been offered and at the same time i have not been able to connect to the internet. I therefore would like to cancel the plan to connect and since no service has been provided please refund my money.

kind regards.

[Erika]

Hi @wasabi, 

I'd like to arrange a call from one of our Account Specialists to discuss this further with you.

Please PM us your best contact time and number and we'll arrange this for you. 

Cheers, 

[Erika]

Hi @wasabi, 

We'd like to follow up on your contact details for us to arrange a call from one of our Account Specialists to discuss the concerns that you've raised yesterday. 

Please PM us your details and we'll take it from there. 

Cheers,