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PLS SOLVE IT THANK YOU. NO AVALIABLE PORT FOR ME

Level 3

WHY THERE IS NO REPLY FOR MY QUESTION?IS THAT HOW TPG COMMUNICATE WITH CUSTOMER?

 

I have signed up the tpg FTTP service a week ago (tpg website and sales person via phone call assured me that FTTB service is available for my apartment before my sign up). Everything is good until a few days after my signed up, I received an email from TPG stating that there is no available port for my apartment unit. In the email, there is no proper explaination as in what is the meaning of not available port, what is the expected time of delay and what is the next step customer like me should take to avoid any further delay of my internet connection. I am totally left in the dark. Therefore I had called TPG to get the clearer answer, but yet again the technician over the phone not able to answer my question and explain to me why there is no available port for me and what is the expected time of delay. In total I have called tpg 4 times and emailed once, none of the response that I received able to answer my simple questions :

1. What is the meaning of port is not available.
2.How long it will take to have an avaliable port for me? I do not have to know exactly when but estimate of the timing eg. Months weeks or days? At least this will give me an idea of what should I do next with my internet service.

Make the matter worse, I have been charged by Tpg $30 for the modem and delivery. This is again showing the flaw of a Tpg process. TPG should have checked that FTTB service is 100 percent available to the adress before signing the customer up and charged for the modem and delivery.

If TPG unable to sort out this problem, I would like to request my full money back.

Customer should not be left in the dark and better communication of the issue is a must.

I hope that this issue will be resolved promptly . Keen to use the FTTB service if this can be resolved.

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Community Manager