Welcome to the Community!
Certainly not a good way to start the service. We definitely need to check the status of your service.
I tried searching for your account using your Community details but was unable to find a match. Could you please send your Customer ID or service address via private message so we can assist you accordingly?
For your reference: How do I private message (PM) in the community
Thanks for passing on the details, @staceymccracken.
I will organise a contact to be made from a Case Manager so we can perform real-time tests along with you. May I know your most convenient time to receive a call?
Thank you for passing on the information via PM, @staceymccracken.
I have organised a call back to be made tomorrow, 18 February between 1PM-2PM AEDT. Please ensure that prior to the call back time, have your NBN equipment set up for testing purposes.
Should you have another preferred time to be contacted, feel free to let me know.