SIM activation: despite PAYING, no mobile account shows in My Account

[georginal27]

After a MONTH waiting for TPG to activate my parked phone number I finally got the new SIM in the mail today (they said they's send it via Startrack but it came in ordinary post; literally nothing TPG has said they'd do they have actually done though, so zero surprises there). 

Predictably the mobile number activation instructions do not work. When I log in using my phone number and password, there is no "Get Started" option to choose. In fact, there is NO mobile account listed for me, despite the fact that I got ANOTHER bill for it two days ago. 

How can I get TPG to fix this without calling them for the billionth time? Just emailed mobile support but have emailed them multiple times in the last month  and have never got a response.

[Riezl]

Hi @georginal27 ,

Welcome to the Community!

We've created some articles that will guide you on how to activate your Mobile service and check the usage.

• How to activate your TPG Mobile SIM card
• Checking Your Mobile Usage

If you need further assistance, please send us a private message with your TPG customer ID, Mobile Service Number and complete address.

To send a PM, please refer to this link: How do I private message (PM) in the community

[georginal27]

1. Those instructions bear absolutely no relation to the ones I received in the mail with my SIM. Why is that?

2. The instructions you linked to say my customer number is 7 digits long. It is 10 digits. Why does the instruction say it should be 7? This is extremely confusing.

2. When I log into My Account there is no header that says TPG Mobile Services so I cannot follow the activation instructions in this article or the letter or anything else you send me.

Forget it, I'm calling to cancel my plan and ask for a full refund.

[Anonymous]

Hi @georginal27,

I am sad to knwo that you're considering to cancel the mobile service with us. Send us a private message with your account details (Customer ID/Mobile number) together with your best contact number and preferred time. I will arrange one of our Mobile Specialists to contact you.

How do I private message (PM) in the community

Regards,

1. Those instructions bear absolutely no relation to the ones I received in the mail with my SIM. Why is that?

2. The instructions you linked to say my customer number is 7 digits long. It is 10 digits. Why does the instruction say it should be 7? This is extremely confusing.

2. When I log into My Account there is no header that says TPG Mobile Services so I cannot follow the activation instructions in this article or the letter or anything else you send me.

Forget it, I'm calling to cancel my plan and ask for a full refund.