Hi @HBB
Welcome to the Community!
We were able to locate your account using your community details and it shows that the account is already active.
We've checked the connection and the router has an incorrect configuration, which is why the service is not working.
You may refer to this article that will guide you with the set up.
New Connection Setup Help - look for the NBN FTTP service.
Let us know if you need further assistance.
BasilDV
