For customers experiencing any issues with their service, we recommend the best thing to do first is check if there's an outage on the NBN network.
Check our page Service Status for any known outages.
If you're on NBN, 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 : Troubleshooting no internet connection
In your case, we have identified an issue with the line, thus an NBN technician has been booked to fix this.