Welcome to the Community!
I'm sorry about the service disruption and that you're already considering switching providers because of it. Allow me to assist you with your concern.
Our records show that your modem has been connected to our server for about 18 hours already. You should be able to go online at this stage. Are you still having trouble connecting, or is there a different issue that you're trying to inform us about?
Let me know so I can investigate on this further.
Thanks for providing additional insight regarding the trouble you're experiencing.
I ran more tests and checked the status of your connection over the past days. Based on the results, we're detecting a fault that will need to be checked by NBNCo.
I have escalated this issue to our Engineering Team for assistance. You will be provided updates via SMS or phone call by an Engineer that will be assigned to your case.
If you have other concerns, please let me know so we can look into it further.
Apologies for the inconvenience this issue is causing you, @Laurenshave18.
Our Engineering Team lodged the case to NBN Co. and they are now working on sending an NBN technician to investigate further.
The team is closely monitoring this and the case engineer will contact you via SMS or a phone call as soon as the technician visit schedule becomes available.
We'll make a follow up and will also keep you posted for updates where possible. Thank you.
An NBN technician has been booked to perform a repair on your connection. Our records show that you already agreed to the appointment as well.
Feedback pertaining to the outcome of the tech visit will be communicated to you directly by your Case Engineer.
Don't hesitate to leave us a message should you need further assistance.