I have an existing TPG NBN internet package. I contacted TPG on 29 January 2021 to advise that I was moving house and would like to transfer my plan. I contacted TPG a month before my move to allow sufficient time. TPG confirmed that NBN was connected and available at my new address, and that the plan could be switched over in a 24hour period. I advised that I would like the internet to be operational at my new house by 20/02/22. TPG advised that the switch over should take place on 19/02/22 to allow sufficient time for this and that this would happen remotely without then need for a technician.
On 19/02/22 I received an email that installation was in progress. I used the track my installation service on 19/02 and 20/02 and at all times it has read “in progress.” I have all equipment required and the service is not connected. On 21/02 I contacted TPG to check my service status and asked for it to be operational. I was put through to customer service, the tech team and the moving home team and no one provided any solution. After being transferred to the customer service team for a second time I was told a technician would be required and the earliest appointment is 23 March. I said this was over a month away and that I had previously been told that the Internet service would be installed in 24 hours. I asked if there were any other appointments or remote solutions, because both my partner and I work from home and require internet. I was told there were no other appointments and that a technician would be required to attend the premises. In the afternoon of 21/02 I received a text from TPG stating my service is awaiting activation and to connect the modem - I have done this and it doesn’t work.
I request this issue be resolved within 48 hours, as I am currently disconnected and due process has not been followed (misrepresentations were made about the installation process and service has not been provided).
