I'm sorry about the service disruption prompting you to consider switching to another provider. I performed tests and we don't see any network issues at the moment. However, we're unable to detect your modem. Additional tests are required to determine what's causing the issue. I have requested our Technical Team to contact you today between 6PM-7PM VIC on the number we have on file. If you wish to provide a different contact number or have a preferred time for a call back, please send me a PM.
Although our Technical Team was unable to reach you when they tried to call, it appears that you did ring us back and spoke to one of our Specialists. Our records show that you were assisted in configuring the modem up and that it's now working. If you need further assistance, feel free to leave a comment.