I am not surprised with TPG installation team,
Very lazy, Not professional Service and I will not recommend to any one of my friends or my community members.
I have the same issue, and customer service information is not true, they are clever to collect money.
Welcome to the Community @amotawe83
For new services, we recommend customers to check first if their service has been installed and activated.
We have created this community article, which contains a video on How to track your TPG service installation
We also send an email notification once the service is activated.
If you have received this email and the service is still not working, we recommend to check if the equipment is properly set up and we have created setup guides for all technologies that TPG use : New Connection Setup Help
In your case, the NBN technician replaced the missing NBN NTD box, which resolved the issue.
If you need further assistance, please let us know.