Still waiting on technician to complete installation

[kirsten1985]

Order number 6783571. Received hardware which is set up but TPG seems to have gone totally silent on when a technician will be attending. Really frustrated about this now, have messaged several times and had zero response via app and the online message service. I made my order in March and it was confirmed and money taken from my account by 1st April.

Can someone please update me ASAP on when a technician will be attending? The 20 working days time period means someone is due this week.

If there is no communication from TPG this week, I’ll go elsewhere and make a complaint to the TiO.

[JayeshP9 · Accepted solution]

Welcome to TPG Community,

You can private message to me your customer ID, username, service address or mobile number so i can check status here.

regards

JayeshP9

[gestogiovane]

same problem, can I write my details to you and check? thanks

[Anonymous]

Hi @gestogiovane, 

Welcome to TPG Community!

We're able to pull up your account using your community details. We've coordinated the status of your NBN installation with our Service Provisioning Team and we'll provide you further updates once available. 

Our apologies for the inconvenience. 

Best regards, 

Angeli

[gestogiovane]

How long it's gonna take?

Because is not fair that the money has been taken as soon as I subscribe and now I need to wait for some call that I don't know when is gonna happen. I contacted other supplier that they will activated in 3 business days and because my service is still not active I can unsubscribe without paying any fees.

[Anonymous]

Hi @gestogiovane,

We'd like to set your expectation that Installation of NBN service generally takes less than 10 business days but can take longer in some cases, depending on the demand of NBN services in your area and the availability of the NBN technician to perform the installation.

At the moment we're still awaiting updates from NBN Co. for the installation appointment schedule, we'll provide you an update when it becomes available 

Regards, 

How long it's gonna take?

Because is not fair that the money has been taken as soon as I subscribe and now I need to wait for some call that I don't know when is gonna happen. I contacted other supplier that they will activated in 3 business days and because my service is still not active I can unsubscribe without paying any fees.

[gestogiovane]

As I said before NBN was already connected with iinet, so it's not a problem with Nbn Co.

Be honest, iinet can connect my NBN in 1-2 working days, if you take longer sorry but I'm going to change the supplier.

[BasilDV]

Hi @gestogiovane

This has been raised to our Escalations team for further checking of the order and will have someone to contact you on Monday for further discussion.

We apologise for the inconvenience.

BasilDV

[gestogiovane]

Monday has gone and I'm still waiting....

[Anonymous]

Hi @gestogiovane, 

We're very sorry for the inconvenience. May we ask if you have the NTD and modem connected? If not, kindly enable both equipment and let us know once done. 

Thanks, 

Angeli