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For connection issues, we recommend to check out first if there's an outage on our Service Status page. If you're on NBN, 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 can proceed with the troubleshooting steps indicated on this link:
If this is not the case, let us have your Customer ID or username via private message so we can confirm the details and so we can also check the status of your service.