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

georginal27
Level 2

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.

3 REPLIES 3
Riezl
Moderator

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.

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
Level 2

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.

Shane
Moderator

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.