Welcome to the community!
I apologise for the inconvenience. I was able to locate your account using your community details, based on the latest update on the escalated fault The assessment shows that the modem/router is possibly faulty and we scheduled one of our TPG Technician to check your service on 16/01/2019 7-12 AM.
I will chase this up with our Engineering Team and pass this for additional reference. We'll keep an eye on this, let me know should you require further assistance.