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I have no internet

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Level 1b
Hi, im Quang Le at unit1/11 Argyle st, west footscray, vic. Untill now, we don’t have internet connection for a month just because of we upgraded our plan from adsl to nbn. Your tech support said that might be we had a confliction with our neighbor (using optus provider) and need to find out who is using our id location, but we checked with our neighbor and their provider - optus - and get their answer that our id location is available for use. So now i need to tpg’s support or an answer about my case, when and how i can get my internet connection, because i still have to pay our money for tpg for last month while my internet is not work. If i want break my contract with tpg and find another provider, what i need to do? I need your exactly answer at the shortest time, we are too tired for waiting, and now my children staying at home but no internet for their online learning. Thx.