Relocation trouble

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Level 1c
Hey
Moved unit last week and contacted TPG Two weeks ago to get our account relocated into our new place as we work from home however we are still no closer to getting it done.
At first they said they need to send someone out and we would get a confirmation email about when it will happen. After a few days, no email we called back up. Story changed that the old tenant still had a connection. We confirmed they disconnected their service last week however it still comes up so we provide proof of residence.
Old owner left the nbn box here so it’s all good to go.
Anyone able to assist? We can’t sit and wait for the phone, and even when we do talk to customer service it’s bloody hard to understand them due to their poor microphones :/
12 REPLIES 12
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Moderator

Welcome to TPG Community,

Could you PM (Private message) me your customer ID, username, service address or mobile number so I can check the status here.

To learn how to send a private message, click here.  

Regards,

Bryan

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Level 1c

Thank you
Just feel like we havnt gotten no where with this over two weeks.
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Level 1c
Still waiting... they missed our email of proof of tenancy, which we had to call up days later which they then found, now every day we call up we get told it should be working within 24hrs.
My phone data is over the limit and paying extra each gig I use now.
Don’t under stand how it takes this long to connect. Apparently waiting for nbn to respond to their request.
Would bail we if weren’t locked in...
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Moderator

Hi @phalaska,

 

We tried to use your community details to pull up the account unfortunately it shows inactive accounts. To better understand the progress of service relocation, please send us your account details (Username/Customer ID together with the address on file).

 

For reference: How do I private message (PM) in the community

 

Regards,

 

 

 

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Level 1c

Username is xxxxxx
PM sent with the other details
Thank you

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Moderator

Hi @phalaska, it appears that the order has been completed and you may try to connect the TPG modem to the NBN NCD/Connection Box.

 

You may follow the steps on this link:

 

NBN Fibre to the Curb (FTTC) Setup Guide

 

Let us know should you need further assistance. Thank you.

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Level 1c
Yeh after a few reboots of the box’s the internet light is now on and when I turn my pc on this comes up.
“Yours newly installed broadband equipment is waiting to be auto config”
Been like this for half an hour or so with no internet.
On the modem page, it says the internet is connected. But just keeps coming up with the equipment is auto configing. With the network icon saying no internet connection.
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Moderator

Thanks for the details. We'd like to arrange one of our specialists to contact you for further assistance. Can you PM us your best contact number and most convenient time to receive a call for troubleshooting this afternoon?

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Level 1c
Will do