Welcome to the community!
Thanks for raising this to us, We're able to locate the account using the community details and we've seen that this is now under assessment of our Engineering Team, we'll chase this them for additional reference to the ongoing investigation.
Updates will be provided via SMS or Phone call when it becomes available, let us know should you require further assistance.
A few days ago i had a storm which usually affects my internet to the point that it doesn't work. After organising an nbn technician to assess and fix the outside i have determined i may need a replacement nbn black box. How do i go about doing this?