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We were able to run some remote test and was able to detect a fault on the line, but can't verify if it's external or internal wiring fault.
I'll arrange a call from our Tech team using the number that we have on file and they'll be in touch between 10AM - 11AM today.
I understand that our Tech team has been in touch and the case was escalated to our Engineering team as there's an evident fault on the copper line. A technician may be requested to help us resolve this issue.
Further updates will be given by them once available.
Should you require further assistance, please let us know.