Well, about 80% has been resolved. The $350 cancellation fee has finally been removed from my account but I’ve still paid $99.99 for zero internet access (charge for first month). I’m told those are charges incurred by TPG from NBN setting up my account. I’ve asked NBN to confirm that it charges $99 to connect a customer when NBN is already installed at a property. ... View more

Well, two weeks later, still no resolution to this issue. Indeed, after being assured I’d get an update within 48 hours, 16 days have passed. Still waiting for my refund and confirmation that the unjust cancellation fee has been waived. ... View more

After ANOTHER email saying I owe $350 for the cancellation fee, I’ve sent this to your colleagues in the customer “service” team: “The modem going missing once was disappointing and frustrating, but I was willing to accept that. The promised “urgent” replacement on January 13 that was NEVER sent was unacceptable and then, after being told on January 20 there would be an overnight delivery and then finding out the modem hadn’t been dispatched by lunchtime on January 23 was the final straw. Waiting 20 days for a modem when I live in a capital city <300km from head office — despite multiple promises — demonstrates a failure of TPG to deliver on its obligations.” ... View more