Welcome to TPG Community!
We have located the account using your community details. We can see that your concern has been escalated to our Engineering Team and they have lodged this to Telstra who has committed to send a technician anytime between now and 13/Feb/2020. The team is closely monitoring this and the case engineer will be in touch via SMS or phone call for any additional update.
Should you have further queries, please let us know.
We apologise for the inconvenience this issue is causing you.