TPG Cuts your internet then asks you to join new plan. Same experience anybody?

[BasilDV]

Hi @and1628opm

They can't progress the relocation of the account as the mode of payment/payment details on the account is not updated.

You may follow this article to update the payment details.

• Update Credit Card or Direct Debit payment details or Re-try a Failed Payment securely online

Once done, please let us know for us to fast track the request.

BasilDV

[and1628opm]

Updated as requested.

[BasilDV]

Thank you @and1628opm.

We'll chase this with our Team to proceed with the relocation of your NBN account.

BasilDV

[and1628opm]

Hi @BasilDV

Still no Internet !!!

Wouldn’t it be too hard, or just literally
a mouse click away, to do a remote NBN activation, especially as you've mentioned lately
" if you still have the old TPG modem/router, then we can try to make it work,"

Regards

[Angeli]

Hi @and1628opm, 

We can understand that you have spoken with our account specialist yesterday; however, you have not agreed to lodge a relocation on your nominated address. The service will remain on the old address until we commence the service relocation. This is the recommendation that we can provide you to have your NBN service. Do send us a message when you are ready to do it. 

Regards, 

Angeli

[and1628opm]

Hi Angeli,
Thanks for your reply.

For the record :
1. My relocation request was made and accepted by TPG on 8th October.
2. REVERT to NBN was made on 25th October.
Regards

[Angeli]

Hi @and1628opm, 

Please message to us the email notification that you received when your relocation request was accepted. Also, you have been reverted to NBN but not on your new address. 

How do I private message (PM) in the community
 

Regards, 

Angeli

[and1628opm]

Hi Angeli,
Thanks for your reply.
1. Could you kindly clarify that TPG has no relocation order for me?
2. As TPG has been saying NBN is still active at my old address ( and I have been paying for service that hasn't been used) in numerous correspondences even I have moved to and started using TPG Home Wireless from 20th to 26th October ?
Regards

[BasilDV]

Hi @and1628opm

The NBN account was not relocated to your new address as you've applied for the Home Wireless broadband for the new address.

That means that the NBN account remained under the old address.

Which is why our team advised you that they need to process the relocation of the NBN account since you've advised that you'll revert to it.

In order to activate and install the service to the new address, we need to process a relocation.

Let me know if you are free to receive a call today for us to arrange for someone to contact you.

BasilDV