Welcome to the Community @Jaye
For customers experiencing any issues with their NBN service, we recommend the best thing to do first is check if there's an outage on the NBN network.
We have created this article that can guide you on How to Check for NBN Network Outage
If there are no known outages in your area, customers can proceed with the troubleshooting steps indicated on this link : https://www.tpg.com.au/support/nbn-fttc/problems_connect_internet_nbn_fttc
In your case, the issue can't be resolved via remote troubleshooting and requires an NBN technician to identify if there's an issue with the NBN line or equipment. Your assigned Engineer will be in touch with you via SMS or phone call as soon as an update becomes available.