FTTC installation

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Level 1b
I have followed the booklet and video instructions on how to connect the NBN equipment together. The internet light is still off and the blue NBN modem lights are not all on. I tried the chat support as due to the virus phone call isnt available, Kristin was my assistant from Case Manager department, she wasn’t replying and no help. So I replugged the old modem. Please assist me. My costumer ID number is: 5404197.
Thanks