Welcome to TPG Community!
We were able to locate your account using your community details and we understand that the case has been escalated to our Engineering team as there's an evident fault on the copper line.
They've lodged the fault with Telstra and they have informed us that they've booked a technician to look into your TPG service on or before the 13th of February. Your attendance is not required.
Let us know should you require further assistance.