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Technician No Show!! No Communication!!

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Level 1

My installation is scheduled yesterday 17/04/2019, i stayed home ALL DAY waiting for the technician who is failed to show up, i got no call, text, or any sort of communication to notify me that he is unable to make it to do the installation. So i wasted ALL DAY for nothing.

 

We tried to call TPG who promised to get back to us with an update by the end of the day, but ofcourse they failed to do so.

We have waited long enough for this installation and we can't wait any longer. We are running a small business from home and need Internet access to run our business. We can't afford to wait another weeks with NO GUARANTEE that technician will show up again like yesterday. If i do not get a satisfied answer from TPG, we have to cancel the account and sign up with another provider.

 

I saw another posts by another customers and it looks like this problem is quite common with TPG.

Please resolve this issue ASAP

2 REPLIES 2
Moderator

Hi @powerlink,

 

Welcome to TPG Community!

 

We have located the account using your community details.

 

We're sorry to know about what happened and we apologise for the inconvenience this is causing you.

 

NBN Co. has experienced a technician capacity issue, thus the technician wasn't able to attend the scheduled installation date and it was later rescheduled to the next available date.

 

We can see that you have been in touch with one of our specialists yesterday and decided not to proceed with the installation, thus the order has been canceled.

 

Nonetheless, we are glad to know that you have called us back and opted to keep the service and continue with the installation.

 

This has been escalated to our Provisioning Team and they have resubmitted the order.

 

We'll make a follow up and will have the case manager contact you before 5PM NSW time today to further discuss the matter.

 

Should you have a preferred contact number and time, please send it via PM. Thank you.

Moderator

Hi @powerlink, we can see that our Provisioning Team has been in touch and discussed the concerns raised.

 

The team is working on remotely activating the service and you will receive a notification via email as soon as this is completed.

 

Once you receive the email, just connect the modem and check if you can go online.

 

You can refer to this community article for the set up:

 

NBN FTTN/FTTB Setup - General Setup

 

https://community.tpg.com.au/t5/Featured-Articles/NBN-FTTN-FTTB-Setup-General-Setup/ba-p/56

 

Let us know if we can be of further assistance. Thank you.