Hi @Sheena, we apologise for the inconvenience this service disruption is causing you.
We have located the account using your community details.
We have also received your query on Twitter and we can see that your concern has been escalated to our Engineering. This has been lodged to Telstra who has committed to send a technician anytime between now and 20/Feb/2020 to fix the issue.
Our Engineering Team is closely monitoring this and the case engineer will contact you for any additional update.
Should you have further queries, please let us know.