I have booked for nbn to be transferred to my new address, and told the phone sales person I would not be moving in until 19/10. She told me, you will receive a text with your install date but if it's too early for you it is very easy to change the date. I got a text, with a date (2/10) only 6 days after the date I phoned and far too early. I tried to change it online, and the date I kept choosing from the drop down list of dates, kept returning an error message. Then I received another text reminding me of my install on 2/10. Again I visited website and changed to a date of 20/10 which seemed to work. Then I got another text saying install is 2/10! I phoned 1/10 to check what is happening and have been told that I needed to have requested a change more than 2 days prior to the install date!! I explained, I've tried twice and done so 6 days before install date (which was always going to be impossible). I am so frustrated that basic systems do not function at TPG. I was put through to a case escalation number of 130 023 575 and from that was able to get the date changed first to 15/10 and then, correctly to 20/10. I passed on my feedback that the website really does need to be fixed if this is the only system available to customers to change the date for installation, which should not be a complicated process!
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I have had similar experience. I bought new nbn connection and modem so I can work from home and live online during COVID. Modem delivered promptly but no sign of nbn activation. So I had a runaround between tpg phone line, which eventually after several re-directs, tells you to use Chat function. But the Chat has an auto-reply that all officers are busy and unable to chat now. So I’m yet to have adequate data after 3 weeks. I was disappointed because I’d been recommended tpg (as a frustrated Telstra mobile customer) but now finding tpg an impenetrable bureaucracy.
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