Hi @stellacheng,
Welcome to TPG Community!
We have located the account using your community details and we can see that the issue has been escalated to our Engineering Team.
As per checking, the team has identified a fault on the line, thus they have lodged the case to Telstra who has booked a technician anytime between now and 23/Oct/2018.
You will receive further updates from the case engineer via SMS or a phone call as soon as the final report is received.
Let us know should you have further queries.
