Technician did not turn up

[slpringle29]

I have recently moved to a new house and TPG had scheduled for a technician to come and set up the wifi between 1pm and 5pm today, however they never showed and there was no communication whatsoever! I called TPG and was told the technician might be running late and to call back if they had not arrived in the next half an hour, which they didn’t. Have now been on hold for half an hour for the second time today... what happens now? I can’t afford to keep taking days off work to wait around for a service that never comes!

[mydezign77]

Hi,

Same as me, i spent whole day waiting the tech, TPG can not able to provide the status as they can not controll the NBN co. delivery team. I was waiting from Dec 2018 for the NBN connection. Today tech did not turn up for morning appointment (8:00am 12:00pm) around 5:00pm i had compalint to TPG supervisor, she told me that NBN tech appointment has been cancle due to the hot weather. Reschedule on 19th Feb. 

Since Dec. til 19th Feb. No internet service. 

[Riezl]

Hi @slpringle29,

Welcome to TPG Community!

We can see that you have been in touch with one of our specialists and a follow up has been made to NBN Co. regarding the status of the installation appointment.

We have also raised this to our Provisioning Team and a case manager will contact you tomorrow, before 1PM ACT time to further discuss the matter.

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

Let us know should you have further queries. Thank you.

[Riezl]

Hi @mydezign77, we have received your post on a separate thread and we have likewise replied to it.

Please check our response here:

https://community.tpg.com.au/t5/NBN-Installation/NBN-missed-installation/m-p/24103#M2196

Let us know should you have further queries. Thank you.

[BasilDV]

Hi @slpringle29,

Our Service delivery team was trying to contact you earlier to no avail. They've sent you an E-mail with the updates of the progress of your NBN order.

Should you require further assistance, please let us know.

Kind regards,

BasilDV

[slpringle29]

Hi TPG,

I have been given another appointment date, however the house has an existing phone line from the previous tenants - is it possible for TPG to activate the phone line remotely while I set up the modem myself?

[BasilDV]

Hi @slpringle29,

The NBN technician visit is required for them to check the connection from the NBN network going to your premises to fix any issue that they will encounter. The activation of the NBN service can't be done until the NBN technician that will visit the premises reported that the line is ready.

There's a possibility that activating the NBN service without checking the network will encounter some issues or the service will not work. Hence, the billing cycle will commence even though you are not able to use the service. Given this situation, we require the visit from the NBN technician and for them to give us the "Go" signal to activate your service.

Kind regards,

BasilDV