NBN and Wi-Fi

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Level 1b
I joined TPG around 23/3/20 and I still have no Wi-Fi. Apparently there is an NBN serial number mismatch in your system. I chatted online several times to Tech Support, have had the issue escalated twice and today I find out that my help tickets are not on the system anymore. I've been put on chat to my Case manager to chat about the situation but no response. I know its a hard time right now but this service is pathetic. I'm really thinking of cancelling my account right now but my daughter needs WiFi for her schooling starting on Wednesday. Can someone please help?