Dear Reader,

I could bore you with a tale of woe trying to get my TPG ADSL2 service working but rather than use this blog to deal with that. Let me show you how hard it is to move away from a bad ISP provider like TPG.

My billing cycle with TPG was on the 19th of the month. On the 23rd of February we contacted TPG in writing asking for our account to be disconnected immediately. We had simply had enough of the service and wanted to move on. We were out of contract and expected the disconnection would be simple. When you don’t pay your bill they can move really fast but not when you are walking to a competitor.

Note the cancellation dates on the first two communications state the 19th March and then state the 26th March and we move on from there.

We wanted to move to iinet but iinet would not be able to establish us on our local exchange with a naked DSL service until TPG removed their ADSL2 codes.

Note how the last response from TPG since I contacted them has moved cancellation out to the 10th of April even though I contacted them in writing out of contract on the 23rd February.

Here starts the pathetic story that shows how it can take SIX WEEKS to disconnect from an existing service like TPG. Today I tried five times to contact TPG again however their standard answer after pressing 2 for support and 2 for ADSL service is “Due to the influx in calls we are unable to assist you with your enquiry. We apologise for the inconvenience. Please try again later”. Each time you call their 1300 service you pay for the first minute. Unlike iinet that offer you the opportunity to leave a message, tell you how long it will take for someone to get back to you and then DO call you back.

SENT: 23rd February 2009 To: adsl_cancel@tpg.com.au

TPG,

re.

Userid name – XXXXXX
Userid number – XXXXXXX
Primary ADSL phone number XXXXXXXX
Address of installation XXXXXXXXXXXXXXXXXXXXXXXX

I wish you to apply an immediate cancellation of my ADSL2 service with your organisation. After somewhere between 2 and 3 weeks of trying to resolve this matter I am TIRED of;

  1. Spending hours on the phone in the evening and on my weekends
  2. Each time waiting for calls to be answered.
  3. Each time being qualified for my identification, sometime three times on the SAME CALL.
  4. Having calls drop out and TPG not calling me back.
  5. Having to call TPG back and go through the queue.
  6. Having 80% of the calls I make to TPG answered by a voicemail that says you can't take my call due to a high influx of calls.
  7. Despite point 6 above happening your service status on your site is always PERFECT????

I have now had three modems tested on this service (my previous one, a test unit from work and a new one). All report the same issue and this has NOT been resolved by your support although I am told today the matter was closed last week. You only need to look at my account usage to see the distinct pattern difference from previous usage and the amount of reconnections!!!!

Today I tried to call to work through support and was cut off again. No one calls me back within an hour of waiting so I wish this account cancelled immediately and the 30 days notice does not apply to this distinct lack of service. Please confirm in writing this cancellation which was discussed with your staff today.

Andrew Pitchford

 

RECEIVED 24th February 2009

TPG Internet Pty Ltd
ABN 15 068 383 737
65 Waterloo Road
North Ryde NSW 2113

Tel: 1300 360 855    Fax 02 9850 0813

Dear Customer,

Your cancellation request has been processed and finalised.

The details of your cancellation are as follows:

  • Username: XXXXXXXX
  • Customer ID: XXXXXXXX
  • Cancellation date: 26/3/2009
  • Cost for service during 30 day notice period: $57.49
  • Cancellation fee: $0.00
  • Less paid-up credit on current service: $57.49
  • Total amount to be debited: $0.00

If you have agreed to take the service for an Initial Contract Period and you seek early termination, then the contract has to be paid out, or a cancellation fee will apply, up to a maximum of $350 (whichever is the lower) – refer to Additional ADSL Pricing. If you require more information, please contact Customr Service on 1300 360 855.

Regards,
ADSL Cancellations
TPG Internet

RECEIVED 24th February 2009

On Tue, Feb 24, 2009 at 10:13 AM, ADSLCancellation <adsl_cancel@tpg.com.au> wrote:

Dear Customer,

Thank you for your email.
Cancellation for your account will be processed on (19/03/2009). Your service will remain active until this date.
Please let me know if I can further assist you.

Kind Regards,
Dyna
Cancellation Department
Phone: 1300 360 855
Fax:   02 9850 0813
Email: adsl_cancel@tpg.com.au

SENT: 2nd March 2009

To: adsl_cancel@tpg.com.au

TPG,

As the TPG account has not been active in terms of quality of service and we wish to move on to a new provider I would like this service cancelled immediately as per my original request. Failure to do this prevents me from moving on to a new provider as the ADSL2 codes need to be removed in order for me to be able to change to a new provider's naked DSL service. Please note that not following through on this reasonable request only prolongs the bad customer experience I have received to date.

Regards,
Andrew Pitchford

SENT: March 9th 2009

To: adsl_cancel@tpg.com.au

TPG,
Can you please confirm if this account has been 'completely' cancelled?
Can you also please confirm that the ADSL2 codes have been removed from the exchange?
Many thanks,
Andrew Pitchford

RECEIVED: March 10th 2009

Dear Customer,
Thank you for your email.
Please note that your account will be cancelled on 19/03/2009.
ADSL codes will be dropped 3 to 5 working days after the cancellation date.
For ASAP cancellation, once we enter the cancellation it will be processed and will be inactive immediately.
Please confirm via return email if you would want your account be cancelled as asap.
Please let me know if I can assist you further.

Kind Regards,
Jennifer
Cancellations Department
Ph: 1300 360 855

SENT: March 11th 2009

Jennifer,
This is the third time we have requested immediate cancellation.
Please cancel ASAP.
Andrew Pitchford

RECEIVED: March 11th 2009

TPG Internet Pty Ltd
ABN 15 068 383 737
65 Waterloo Road
North Ryde NSW 2113
Tel: 1300 360 855    Fax 02 9850 0813

Dear Customer,
Your cancellation request has been processed and finalised.
The details of your cancellation are as follows:

  • Username: XXXXXXX
  • Customer ID: XXXXXXXX
  • Cancellation date: 10/4/2009
  • Cost for service during 30 day notice period: $17.50
  • Cancellation fee: $0.00
  • Less paid-up credit on current service: $17.50
  • Total amount to be debited: $0.00

If you have agreed to take the service for an Initial Contract Period and you seek early termination, then the contract has to be paid out, or a cancellation fee will apply, up to a maximum of $350 (whicheveris the lower) – refer to Additional ADSL Pricing. If you require more information, please contact Customr Service on 1300 360 855.

Regards,
ADSL Cancellations
TPG Internet

UPDATE:

SENT: March 17th 2009

to adsl_cancel@tpg.com.au
date Tue, Mar 17, 2009 at 3:43 PM
subject Re: ADSL cancellation request (username XXXXXXX)

Reply

This is not the IMMEDIATE cancellation I asked for two weeks ago. Now you are telling me I have to wait until APRIL. Come on TPG, please call me to organise an immediate deactivation of the ADSL2 codes on our exchange.

Andrew Pitchford

RECEIVED: March 17th 2009

Dear Customer,
Thank you for your email.
Please be advise that removal of codes would be on 19/03/2009
Please let me know if I can further assist you.

Kind Regards,
Dyna
Cancellation Department
Phone: 1300 360 855
Fax:   02 9850 0813
Email: adsl_cancel@tpg.com.au

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