Welcome to TPG Community!
We have located the account using your community details.
We can see that the issue has been escalated to our Engineering Team and they have lodged it to Telstra who has committed to send a technician anytime between now and 21/Feb/2019.
The Team is closely monitoring the case and the case engineer will contact you as soon as a new update becomes available.
Let us know should you have further queries. Thank you.