Welcome to the community,
Could you please send me a PM (private message) with your Full Name, CID (customer identication number) and your mobile phone number, so I can take a look at your service?
I was able to check your account, and was able to confirm you already raised this issue with the App .
there is also a New NBNCo Booking confirmed for Friday ( tomorrow )
Friday, 29 May 2020, 8:00 AM - 12:00 PM
Please confirm if the Black ARRIS modem NTD is already on-site and has 4 SOLID green leds.
Update: I have had this issue escalated for you.