conflicting information

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Level 1b

Why after previously been a TPG customer and having the hardware available I'm not able to have my FTTB service reconnected remotely?

keep in mind that a few days back I was told that this can be done .... not today not only I was told no but also the tech that was scheduled to come out to connect my service will no longer do so. as the are people recently returning from an overseas trip at the premises.