new customer, NBN installation not progressing

[mrwaffles22]

I am a new TPG customer (email from TPG confirming on 1/4/20) for NBN connection. Email advised modem would arrive soon and I would be connected within 2-30 days. Received modem over 30 days ago but despite several on line chats (unable to get through on phone) with wait times over 5 hours, we are still not connected. So we are at 49 days after signing on as a new customer and no progress. Last web chat said a tech apt would be booked within 24-48 hours. That was 6-7 days ago.

Someone help please as this has not given me any confidence to recommend TPG to neighbours as our area has just come on line for NBN.

[KarlB]

Hi @mrwaffles22 

Could you please send me a PM (private message) with your Full Name, CID (customer identication number) and your mobile phone number, so I can take a look at your service?

Regards,

Karl

[KarlB]

Hi @mrwaffles22 

Thanks for your PM. I can see we are still waiting for an update from NBN. I have requested for our Provisioning Team to Investigate and requested someone call you back ASAP with an update.

Regards,

Karl

[mrwaffles22]

Thanks KarlB

[KarlB]

Hi @mrwaffles22 

Just got your second PM. I have requested they update you via email.

Regards,

Karl

[mrwaffles22]

H Karl,

No one has called me yet and we are getting quite desperate. Due to covid, there are 5 of us doing work and uni from home. Our broadband limps along at 2.4 mbps (max), sometimes going to 200kbps and unusable. Due to Optus giving us free extra data on our family mobile plan for 2 months, we have survived (barely).

Could someone please call?

Helen

[KarlB]

Hi @mrwaffles22 

We are still waiting for an update from NBN. I have asked our Provisioning team to try and get an update from NBN.

Regards,

Karl