Welcome to TPG Community!
We have located the account using your community details. We can see that you have been in touch with one of our technical specialists who escalated the issue to our Engineering Team. The Team lodged this to Telstra who has committed to send a technician anytime between now and 18/Feb/2020.
The team is closely monitoring this and the case engineer will be in touch via SMS or phone call for any additional update.
Let us know should you have further queries.