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Cannot connect via the Chat system - all day!

Level 2

 I've been trying ALL DAY to get through to a chat so I can discuss arrangements regarding me moving house.

Every time I've tried I get the same message "Our team members are currently serving other customers. We appreciate your patience. Please try again later."

I've been patient, but I'm starting to wonder if there's anyone working on the other side at all!


I need to know;

The house I am moving to already has NBN installed and an outlet ready to go - do I really need to pay a $99 installation fee? Can just change my address and plug the existing modem I have into the wall? Due to the COVID-19 pandemic we've had to move into a house with my sister... I am trying desperately to save every penny I can having lost my income.


Please advise.