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Technician did NOT show up for installation, for the second time

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Level 1a

Contracted TPG services on the 28th of April, and had an installation appointment scheduled for the 8th of May from 12pm to 5pm, no one showed up or contacted me that day.

That day I contacted TPG and after a long wait on the phone told me that we needed to reschedule the appointment and the earliest option was on the 21st of May. That being2 weeks away I wasn't happy but tried to be patient and waited. On the 20th of May, day before the installation, I got a message to confirm the installation for the next day, and I found that the address for the installation was wrong (only the suburb). I called straight away TPG to understand what happened and try to change to the correct address. 

The first girl on the phone told me that I just needed to wait until the technician would go to the wrong house and then reschedule. I wasn't happy with that answer, it wasn't my fault or my mistake and this was already the second installation appointment that I had to book!

So I kept  calling, and after being on the line for over ONE HOUR i got to talk to a guy that send my case to a Case Manager and I should just wait for his contact for the solutions.

No one ever called me. I got an email saying that my service was cancelled, when I necver authorized such a thing. 

On the next day, still with no call from the Case Manager, I contacted TPG again trough the Costumer Service online. They called me apologizing and rescheduled the appointment for the day after (22 May - from 8am to 12pm), even offered me a complimentary month service.

Today is the 22 of May, NO ONE showed up, AGAIN, and no one obviously contacted me.

Looking forward for TPG contact for a 4th appointment, you never know, maybe 4th time lucky?

4 REPLIES 4
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Moderator


Hi @kirkycarolina 


Thanks for your query!


Let me have a look for you, and I will get back to you ASAP.


There is also a new ''TPG Mobile APP'' to help you with various trouble shooting and account issues, via a mobile phone app.
https://www.tpg.com.au/download


Regards,
David_M

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Moderator

Hi @kirkycarolina 

 

This is for the house in 3922 yes?

 

The Notes on the NBN portal still say the tech nay come later today and just missed his AM window.

 

I have escalated this with our install teams for ASAP call back to you for an update.

Wrong addresses do throw things into chaos, NBN dont adjust things on the fly.

Hopefully resolved quickly for you.

 

thanks,

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Level 1a

Yes is for the ********************* 3922

I'm still waiting, and still no contact from anyone from TPG.

 

Any thoughts?

Highlighted
Moderator

Hi @kirkycarolina 

 

Normally a TPG callback happens ASAP within 24hrs.

 

Thanks,