Hi @louisa86, we're sorry to know that you're having issues with the service and we apologise for the inconvenience this is causing you.
We have located the account using your community details and we can see that you have been in touch with our Provisioning Team. As per checking, the issue has been raised to NBN Co. and technician has been booked to investigate further.
While we are still waiting for the NBN service to be installed, you may continue to use your ADSL service.
You will receive further updates via email once the service is installed and activated.
Let us know if we can be of any assistance. Thank you.