We've deleted the ticket number that you've provided as in can be used to compromise your account security.
We've checked the account and the case was already escalated to our Engineering team. They've detected a fault on the copper network which causes the home phone issue. They've lodged the case to our wholesale provider "Telstra" and have told us they have booked a technician to check your TPG service on or before the 7th February 2019. Your attendance is NOT required.
Further updates will be given by your assigned Engineer.
Let us know should you require further assistance.