Welcome to the Community!
Using your community details, I was able to check your account. From what I can tell, your service was disrupted because a different provider took the connection out from us. The possible reasons for this are the following:
I can see that you have already our Technical Team earlier and this issue has been raised with our Provisioning Team to retrieve the connection back from the other provider. Please wait for an update from a Provisioning Case Manager about the progress.
If you have other queries or need clarification, do let us know.
We are sorry to hear about your poor experience. We take a genuine interest in all customer feedback and we really appreciate you raising this matter with us. We will deal with it internally.
As for the disruption of the service, we just want to inform you that we did not disconnect your account per se. Your account remained active. However, the connection that comes from NBNCo was taken out from TPG and was transferred to the other provider. Unfortunately, we don't have a way to identify who that provider was.
I can see that our Provisioning Team was able to resubmit an order to retrieve the connection back. We can detect that your modem is already up and running as well for more than an hour.
Should you have other concerns, feel free to leave a comment.
We're glad to know that the service is now working. We appreciate your wonderful feedback we will relay this to Roslyn and Mike.
In case you will have queries in the future do not hesitate to create a thread here in our community or drop us a message.