I requested a new ADSL2 + Homephone connection with TPG on 3/5/2016. I was informed that it would take about 10-20 days when I signed up.
Today (13/5/2016 - 10 days after sign up), I got an email and SMS saying that our services would be connected on 24/5/2016 (three weeks after initial request).
Is this normal?
Does it meet regulatory standards?
Agree - I am not sure what the benchmark set by industry regulating body.
10-20 working days means a fortnight to a month.
I think it should take about 2 - 3 weeks normally and during every process you should received a sms or email advice you which stage it is up to.
Just had a look at the Telecom Industry Ombudsman's website. Our connection request is in Clayton, Victoria (near Monash Uni) - so it shouldn't take more than five business days.
See the website link below:
http://www.tio.com.au/about-us/position-statements/connectio…
Correct me if I'm wrong but you were made to sign the Consumer Service Guarantee Waiver when you sign up?
So they don't have to follow what set out in your link posted.
tomleonhart 1 hour 46 min ago new
Correct me if I'm wrong but you were made to sign the Consumer Service Guarantee Waiver when you sign up?
you hit the nail on the head.
ADSL2 + Homephone
https://www.tpg.com.au/products_services/home-phone-bundle
Important: Above Home Phone Line Rental Monthly & Setup pricing is discounted based on new customers agreeing to waive the Customer Service Guarantee (CSG).
For more information please contact TPG sales on 13 14 23.
They will notify you. It's really out of their hand as the company has to hire Telstra contractor to do all the work for them.
So you will have to wait.. and check your emails regularly, don't expect this to happen overnight bro.
Try to connect your modem, sometimes it's already connected.
Same here, I never follow their emails. Just leave the modem connected and wait until it connects. I have had notification emails a week after my modem was already connected.
Not only happened with TPG. It also happened with Adam and iinet when I was with them.
I've signed up for the service, they should give you updates through the email… I gotten some updates and they said they going to install the service in 18/5/2016
Just check the e-mail regularly and they will give you an update in what is going on.
Received one email today (first one since signing up on 3/5) advising installation date of 24/5.
For my interest when did you sign up for their service?
Just yesterday, was thinking about since I was paying 2 bills phone and internet. with Telstra and Internode
Might as well get the ADSL and phone from a single place and save money. In Adelaide though so it might be much faster than Melbourne.
When they said 10-20 days they would have meant "working days" and therefor the date they have given you falls within that 10-20 they told you