after 72 hrs waiting, NBN is still not re-activated

[vhab]

Hi,

After the 1st problem with unscheduled disconnection of TPG NBN service at the old address due to delay in moving house, we eventually moved to the new address where the TPG NBN service was installed more than 3 weeks ago.

I booked a "moving home" to re-activate the TPG NBN service at the new address on Saturday 25 July 2020. I explained to the TPG operator that all NBN hardware and router had been installed and powered on. I was told it would take 24 to 48 hrs for service activation to occur.

Until this morning, 72 hrs have passed, the installation status is still "Your installation is progressing". I called TPG and was transfered twice. The last TPG staff (I was told a specialist) during the call could not tell me when the service could be reactivated ???

Two weeks ago, it took a few hours to have the NBN service re-activated after my case was properly looked at, so I do not understand why it takes much longer without a clear answer this time???

As I stated before, during this hard time, we need to work from home which needs access to internet.

Please help!

Kind regards,

vhab

[peter_k]

Welcome to TPG Community,

Could you PM (Private message) me your customer ID, username, service address or mobile number so I can check the status here.

To learn how to send a private message, click here.  

Regards,
Peter

[vhab]

Hi TPG community,

As of today 30/07/2020 (it has been 5 days), we have not had our NBN service at the new address activated (All hardware installation was completed three weeks ago)

We are now told by two TPG staff that it would take up to 30 days, meaning that we have to wait up to 25 days. I am just wondering if there are any other TPG customers have experienced the same issue? What about other service providers? Are we charged during this down time? Thanks.

Kind regards,

vhab

[vhab]

Hi TPG community,

40 minutes ago, I received an email from TPG "TPG NBN Change Request Received" ????

I already called to request "moving home" and confirmed the connection plan on Saturday 25 July 2020, wondering what this email is about?

Kind regrads,

vhab

[vhab · Accepted solution]

Hi TPG community,

We finally had the NBN service activated in the evening of 30/07/2020. It has been running without any issues.

Kind regards,

vhab