Switching from Optus to TPG - problems

Cheese86 on 12/08/2018 - 07:03

Hey guys,
I recently signed up for a TPG ADSL2+ deal for my parents as they were paying too much at Optus and the best deal they could give me wasn't good enough.

So TPG do their preliminary checks and tell me:

Our preliminary checks show that the address/location where you have nominated to have ADSL2+ Home Bundle installed is not serviced by an active telephone service operating through copper infrastructure.

If you have an active telephone service, this may be operating through other type of medium for example coaxial or fibre optic.

The good news is that our preliminary checks show that there is inactive copper infrastructure connected to you premise and we can proceed with the installation of ADSL2+ Home Bundle service using this copper.

Then after they come to the house a week later to do their stuff, I get this email:

Telstra have informed us that there is an issue with the Lead-in cable that runs from the street into your premises. A lead-in is the cable that connects into Telstra's distribution network from the outside of your premise going into your Network Boundary Point or Main Distribution Frame (for apartment complex).

Without a functional lead-in, we cannot provide you with a working Internet and voice service. Please be advised that TPG is not responsible for providing a lead-in cable to your premises.

You have two options on how to proceed:

  1. You may hire a private contractor to install a lead-in cable for you.
    You would be responsible for all charges associated with the work. Once your contractor has installed the lead-in, you can contact our team at 131423 option 3 and 1 so we may complete your installation. This is the fastest way to resolve the issue, or;

  2. TPG can pass your details onto Telstra Contractors Group who can perform the work for you. If you will choose this option, arrangement for installation of the lead-in will be made between you and the Telstra
    approved contractor. TPG has no power to direct the time frame of the contractor or expedite their attendance.

This option typically takes between two to six months. You will be required to shoulder any trenching and/or aerial pole installation cost including labor once it is required. The contractor will ensure that they will provide you with a proper quote and estimate before any work can be done.

What should I do, fellow ozbargainers?

TPG have already charged me the "first month charge and initial fees in advance in order to deliver the service to you."
Should I cancel and try to get a refund and just get the best deal I can with Optus….or pay whatever contracter work I need for this? How much will it even cost and is it something Telstra should do for free?

Internet Internet Bundle Optus Telstra

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Comments

  • Melb69 on 12/08/2018 - 08:18
    +3

    Q? Did you already have phone through the copper net work or was it through Optus cable. Doesn't sound right if you already had phoneline in and now they are saying its not acceptable.

    Id be complaining about the charges so far given its not working and they are charging.

    Good move though on getting off Optus. They are the worst.

    Don't your parents have NBN yet. Id be moving to that and setting it up for them rather than ADSL

    • Cheese86 on 12/08/2018 - 08:39

      We had a phone line years and years ago before we even got with Optus…

      NBN isn't available yet in my parents' area unfortunately but TPG ADSL2+ offer says

      "we’ll move you to the NBN when your address is ready. When it’s time to move, there’s no setup fee on our 18 month NBN plan which includes a high speed Wi-Fi modem at no extra cost."

  • Melb69 on 12/08/2018 - 08:45
    +1

    Id say the quickest way then would be to get your own contractor in. Find out their charges first. Theres this contractor in Sydney that's good at finding faults. He sounds like a good operator at trouble shooting these NBN issues.

    https://secureacom.com.au/ Im not affliated with them, but if you look at the videos the guys good. No idea what they charge. Hope this helps.

    https://www.youtube.com/watch?v=7sPeqq5-Fhs

    • Cheese86 on 12/08/2018 - 08:55

      We're located in the Inner West if that helps.
      Any recommendations for good and inexpensive contracters would be really appreciated. So getting the lead-in cable installed is 100% my responsibility?

      Just wondering whay other costs will be added on top. Man, this isn't turning out to be a bargain.

  • Melb69 on 12/08/2018 - 09:52
    +1

    You should already have the cable. They are saying its not working. That's why it doesn't make sense. If you try Securacom he might be able to help. Give him a call anyway.

  • MrFrugalSpend on 12/08/2018 - 10:08
    +4

    You are being given a raw deal here, which is total bull….

    Firstly, you don't own the lead in cable, chances are if it is an old premises, it was originally telecom (which you dont own up to the first connection point in the house / mdf).

    If you've had a phone connected, and you've been with carriers other than optus in the past, you don't have to cop this unless you somehow damaged or altered the cable without authorisation / qualified cabler.

    Certain unnammed large carriers are HOPELESS at keeping accurate records, i work in property, and I've lost count of how many times ive been told a line / service is not installed or not available which actually is…. it happens all the time!
    My advantage is i have a business customer service rep (or regular contractors i use) that i complain to and provide evidence that the line exists and magically they sort it out, the non existent cable suddenly appears… magic!

    Is your Optus service working off an original phone line that was once Telecom and does it work okay? Is it definately adsl? Have you checked the nbn rollout map for timing of nbn and are you sure it doesnt have fibre?

    It just doesn't sound correct.

    If there is a line fault and you definately have adsl on copper, report it under your existing service and it should be fixed. Complain to the TIO otherwise.

    Get a contractor involved and it will cost you a bomb.., yes they could help, but im guessing you dont want a 4 figure bill? Provided you have a copper service, you'd be far better off on optus until nbn arrives as they will test the lines when the node is activated.

    Also TPG would have to give you the money back… however I'd bet there is just a problem like an inconsistent address on thier system / cable labelling… that's usually the issue.

    • Cheese86 on 12/08/2018 - 17:17

      Thanks MrFrugal. I'm hesitant to get a contracter. Any $$$ we'd be saving off this cheaper plan would be cancelled out with the cost of all this shit.

      We didn't have ADSL with Optus, just cable.

      I'm thinking of just cancelling with TPG (hope they don't give me trouble on that front) and going with Belong (like people below are suggesting) or just going with cheaper Optus plan.

      • MrFrugalSpend on 12/08/2018 - 22:49

        Okay, so you do have Optus cable, as in HFC …. uck, it gets messy now.
        One thing to keep in mind adsl will not have the same performance, it is really crap in some places… hfc cable is probably better in your area.

        Next is to look to the future, both adsl and hfc are kind of being phased out. Check for the nbn date for the area.

        Suggest you read this, chances are nbn has effectively bought your parent's optus cable, and once nbn comes they will be able to choose ANY carrier (despite what optus has said) on the nbn - see link:

        https://yescrowd.optus.com.au/t5/NBN/HFC-Cable-connection-st…

        • apptrack on 13/08/2018 - 10:10

          NBN have decided to scrap the cable network bought from Optus as it was so unmainted

        • MrFrugalSpend on 13/08/2018 - 16:27

          @apptrack: don't they have to replace it though or is the assumption all houses have both old copper and optus hfc?

        • apptrack on 13/08/2018 - 16:29

          @MrFrugalSmith: Correct I think Optus HFC houses will be FTTN/FTTC.

  • Melb69 on 12/08/2018 - 10:25

    The issue is also about waiting to get the line looked at. If he wants a quick check then hes only action is to get his own contractor in to look at it. Yes it will cost. Alternatively go back to Optus.

    • MrFrugalSpend on 12/08/2018 - 11:01

      Has OP actually mentioned speed, i would guess optus is still connected waiting for a churn to tpg…. op?? in which case, what would be the urgency?

      • Melb69 on 12/08/2018 - 11:03

        If he relies on Telstra as they say it may take awhile. If hes still has phone and internet then no issue about waiting for the check.

      • Cheese86 on 12/08/2018 - 17:19

        Currently paying a ridiculous $95+ (sometimes $100+) per month with Optus so was hoping to get away from that asap.
        Alternatively, I could just remain on Optus but switch to a $75 plan.

  • whooah1979 on 12/08/2018 - 11:16

    Op, your parents is getting their internet and phone from the Optus aerial drop. The telecom lead-in is now redundant and most likely damaged. A new copper lead-in is now required if you want to connect to tpg.

    • Melb69 on 12/08/2018 - 12:43

      Back to Optus he goes then if hes after the cheapest fix here.

  • follow on 12/08/2018 - 13:00
    +2

    Signup to Belong OP.
    No connection charges if your premises doesn't require trenching

    • whooah1979 on 12/08/2018 - 13:11

      your premises doesn't require trenching

      Even a pull-though isn’t free.

      • follow on 12/08/2018 - 13:12

        Are you sure? If the conduit isn't blocked, should be fine?

  • [Deactivated] on 12/08/2018 - 18:13

    Should have got in before they started rolling out NBN and fudging the old copper wires. Telstra won't be fixing them voluntarily and TPG doesn't own the lines.

  • Mrgreenz on 12/08/2018 - 23:12

    Staying with fibre is probably going to be the cheapest. Not worth paying for a contractor to diagnose/fix as it would take years to earn back the price difference.

    How much are TPG asking for total to cancel?

    • Cheese86 on 22/08/2018 - 15:32

      I'm back. Getting a full refund. Phew.

  • Ridiculous Panda on 12/08/2018 - 23:46
    +2

    Stay with Optus cable mate. You don’t want to be on adsl when you have any other option (except dial-up maybe).

    Repairing the lead in for free is possible if you go with telstra or belong (only if it is easy enough for the technician doing the installation to repair on the spot). If trenching is required or the conduit is blocked, you’d be quoted for the repair.

    Anyway, just stay with optus and be grateful for the service. Many Australians would love to have that luxury.

  • elgrande on 13/08/2018 - 06:05
    -5

    Your parents would be so proud.

    • Cheese86 on 13/08/2018 - 06:33

      Yeah I know I'm useless.

  • nxllson on 13/08/2018 - 07:42

    Ever considered Telstra Cable?
    I have. 3mbps (optus cable) to 115mbps (Telstra Cable). Really just depends on your area though

    Not a good decision getting TPG’s ADSL.

  • knasty on 13/08/2018 - 07:49

    OP I'm in a vaguely similar position. Telstra copper connection was rubbish so moved to Optus cable. Now kind of stuck as the contract runs out ($110 p.m.) as NBN not here yet but cannot go from 30+ Mbps back to ADSL <2Mbps (if that). So my plan is to go on Optus' lowest plan until NBN connected when there'll actually be some choice. On the one hand it's frustrating, but on the other if Optus hadn;t cabled the area all those years ago I'd still be on the very dodgy ADSL.

  • Italkdigital on 21/08/2018 - 05:08

    .
    Have you priced using mobile data instead, I dont use home internet anymore for about 2 years (even though mum just got TPGs NBN cheapest plan with phone line/10gig data) I just mobile hotspot from my mobile and provide wifi internet too my laptop or devices (my optus 4G is actually alot faster then TPG NBN), I'm sure your parents wouldn't use alot of data and I'm sure you were getting the cheap TPG adsl deal $29.99 for phone line and 10gug data and there are surely great deals on mobile plans with 10gig data and unlimited calls, why waste more money hiring contractors when it can go towards a nice new mobile, ps I have optus mobile as with them you can share data between 2 optus plans and search ozbargains they have some great deals through Harvey norman, my mums with Boost (using telstra) on there plan with unlimited calls/15gig data for $40 per month they are actually expensive but mum wanted telstra carrier search around there are better priced deals with more data,..
    examples,..
    Aldi mobile (telstra)
    Amaysim (optus)
    Exetel (optus) 18gig for $34.99

    edit: contract plans work out cheaper then prepaid so always test the speed of an area for a carrier by buying and activating a prepaid $2 simpack, (best test in home of course), you'll be surprised how fast 4g can be its luck of the draw depends on your area

  • Cheese86 on 22/08/2018 - 15:34

    Hey all,

    Thanks for all the advice.
    TPG are giving me a refund so that's cool. Just going to stick to Optus for now, but moving from a $95 plan to $75 so all's good for now! Should've done that from the start while waiting for NBN to arrive in our area.

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