Welcome to Community!
Thanks for bringing this to our attention, we're disappointed to hear you've had a less than stellar experience at our customer service support. It definitely doesn't sound like the level of customer service we pride ourselves on and expect for our customers.
I've located your account using your Community details and have tracked the order for the modem.
I can confirm that we normally quote the standard timeframe of 1-2 working days for the approval of a free modem replacement and I can see that this has been approved earlier today.
I've now chased this and requested for this modem to be included in today's shipment.
We use star track to do the ground work and email you a tracking number which you can use to check the status of your delivery. Once you have the consignment number, you may view this link on How to Check TPG supplied modem delivery status.
The delivery to metro areas and major towns takes 1 to 2 working days, while the delivery to rural and remote areas takes 2 to 4 working days.