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NBN service constantly dropping out - Have tried to contact tech support

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Level 1a
I’ve had NBN for a month and I’ve tried to contact tech support multiple times a week through different avenues - the service is hardly ever available even though the app and my modem both say it’s working.
I contacted billing who sent me a BAFFLING email back about prepayment amounts.
I’m very unhappy!
I’d like this fixed before my next billing period or my account cancelled