Welcome to the community!
If you're having issues with NBN service, we recommend the best thing to do first is check if there's an outage on the NBN network.
We have created this article that can guide you on How to Check for NBN Network Outage
If there are no known outages in your area you may perform basic troubleshooting, we did an article that you may find helpful see this link below.
In this case, since this is now being handled by our Engineering Team. The issue has probably been escalated to NBN Co, I sent you a private message, please check your inbox.