Unable to schedule NBN install due to existing pending application by previous Tenant

[hunters]

Hello,

Hoping someone has encounetred this as I'm going in circles - I have just bought a home and about to move in this week...for the last month TPG have told me they're unable to schedule the NBN install as they're is a pending application with NBN for this address, and according to TPG the only solution is to cancel this application. However this application must have been made by the previous owner (or more likely her son), she is 70+, and has no interest in helping me out by figuring out who/when this previous applciation was made so it can be cancelled.  

I asked TPG if I can communicate with NBN directly to explain this however I'm told NBN wont deal with direct customers, and so each time I speak to TPG and go over this story (again), they submit a new request, I follow-up after 48 hours (since I never hear from them), and repeat...

As of tomorrow, the property will exchange and be in my name - that should be enough for someone to arrange the cancellation of the previous pending order so my order can be processed, however I have no confidence in the process at this point.   

Please help!

[Shane]

Hi @hunters ,

Welcome to the community!

Thanks for raising this to us, we'd love to help and raise this to our Account Specialists Team to check what other options we can do to commence the application. To better understand the situation, please shoot me a private mesage with your account details (Username/Customer ID together with the address on file).

How do I private message (PM) in the community 

Regards,

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@hunters wrote:

Hello,

Hoping someone has encounetred this as I'm going in circles - I have just bought a home and about to move in this week...for the last month TPG have told me they're unable to schedule the NBN install as they're is a pending application with NBN for this address, and according to TPG the only solution is to cancel this application. However this application must have been made by the previous owner (or more likely her son), she is 70+, and has no interest in helping me out by figuring out who/when this previous applciation was made so it can be cancelled.  

I asked TPG if I can communicate with NBN directly to explain this however I'm told NBN wont deal with direct customers, and so each time I speak to TPG and go over this story (again), they submit a new request, I follow-up after 48 hours (since I never hear from them), and repeat...

As of tomorrow, the property will exchange and be in my name - that should be enough for someone to arrange the cancellation of the previous pending order so my order can be processed, however I have no confidence in the process at this point.   

Please help!

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