Swapping NBN from TPG to AGL. Was told there would be no hassles, AGL would organize it all.
Without warning, mid evening, AFTER the help desks had closed, an email from TPG arrived saying they'd disconnected the line, and the AGL "my account" page says "NBN account being set up".
No prior indication during the sales call there would be downtime.
No emails ahead of time about what day it might happen, how long the line would be down, what else I might need to do.
No help desks open to advice what is going on or when I might get reconnected, or if I have to do anything.
Very poor customer service.
No, things did not get better after contacting customer service. They went downhill.
Yes, I got told to wait for a text saying things were set up.
And that I would have to do nothing but turn my equipment on and off again.
I asked were they sure, there was nothing else? It was a TPG modem, and there was nothing I had to do?
They were sure.
Text arrived, I did as I was told, it was not working, rang again. Was told it was not AGL modem do they could not diagnose. I asked again, was there nothing I had to do to the TPG-supplied modem? No, they said, it should just work.
So I ordered the AGL modem.
Hours later I decided to get the diagnostics myself from the logs inside the TPG modem. Showed TPG modem detected the wires connected from the NBN box, sent packets, but timed out waiting for a response. Rang AGL again. THIS time a nice girl took me seriously, ran tests on the NBN that took minutes, not seconds, said the NBN box was working perfectly. She said she new the TPG modem, because there were lots of people coming over. So I had to go to the network settings, take out the TPG-specific configuration (they said "TPG" at the front of the connection string, and where the DNS settings were coming from), and turn on autoconfigure. Voila - 5 seconds later, all done.
So I had ordered a $96 piece of equipment for nothing.
Simply because the first AGL tech desk operator pushed the 10-second NBN test button, not the 3 minute NBN test button, and couldn't be bothered saying "are you able to go into the TPG modem config that everyone is coming from and click the autoconfig button?".
I'd told the first guy I'd been programming computers since 1975 and we into the admin screens of the TPG modem, so he'd have known I was technically competent enough to find the network config screen - and it's the standard issue every single TPG NBN customer would be having. So this would surely be almost the single most common issue for ex TPG NBN customers swapping over.
Which says there is either ultra-poor communications inside the change management and help desk, or perhaps a deliberate and dishonest process to get people buying the AGL modems when they are not needed, because the "you will need to disable the TPG configuration and turn everything to autoconfigure" message would be given to every customer.