Welcome to the community!
I would love to help and see what happened on your NBN service. I was able to pull up your account using your community details.
I've seen that you have contacted our Technical Team and this has been raised to our Engineering Team for further investigation.
One of our Engineers is trying to reach you for additional details, kindly PM me your best contact number and prefered time today and I will have our Engineering Team call you again.
In case you need a reference: How to send PM.
We've checked your escalated ticket with our Engineering Team and have seen that this has been raised to our Service Delivery Team due to NBN Serial Number Mismatch. As discussed with your case manager, kindly send a photo the Network Termination Device ( NTD ) and proof of address to email@example.com.
Rest assured that our team of engineers and your case manager are closely monitoring this case and will provide you feedback.