Welcome to the community!
We're sad to know that you're having issues with the service, I was able to locate the account using community details and ran an initial test, the result shows a line fault. I've seen that you have been in contact with one of our Technicians and the issue has been escalated to our Engineering Team, assessment may take 24-48hrs updates will be provided via SMS or Phone call.
Let us know should you require further assistance
I unplugged the power cable to my nbn to move some furniture and plugged it back in and now the internet won’t connect?