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Moving houses- Poor customer service

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Level 1b
I recently moved from Cronulla to Sutherland and submitted a move request over a week ago and I still have no NBN connected to my new house. I also want to ensure my old ADSL internet in my old apartment is no longer in service. I have tried chatting numerous times via the online chat facility and have got absolutely nowhere. Spending hours on there with 200+ in queue. When I finally managed to get through to someone- providing all the required information, they then say they've got to transfer me (which they did twice) to another chat person and then eventually they close the chat and I’m back to to square one again. This is ridiculous and I definitely won’t be paying if I’m not even using the service at the moment.