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For customers experiencing any issues with their 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, feel free to search Community for help with your issue, or contact us and we'd be glad to assist you.
In your instance, we have sent an NBN technician who was able to resolve the issue.