Apologies for the inconvinience, the remote test indicate possible issues with the copper cabling outside.
The previously reported issue last July was fixed after the technician found corrosion on the copper lines outside.
On cases such as yours it would require a licensed technician dispatched by our 3rd party provider NBN since the problem is with the copper lines outside.
Due to the NBN roll out, conversion and repairs on the existing copper infrastructure the earliest NBN tech appointment would be on Monday, 13 August 2018, 8:00 AM - 12:00 PM.
Apologies for the inconvenience. We have reviewed your escalated case notes and have seen that our Engineering Team was able to discuss the issue with you.
An NBN technician is scheduled to check your lines by Monday, 13th August so we can identify the main reason why you are experiencing problems with your service.
Regarding your billing concern, our Engineering team is already aware of this and will make an assessment for you once the internet issue has been resolved.
The schedule that we have provided is the earliest date that NBN Co has given. Please understand that we rely on our 3rd party provider to check the copper lines outside.
About your issue, we're unable to determine yet what has caused this, as we need to wait for the technician's report to identify why you lost your internet service. Once we receive their report we can then have a better understanding on what occurred that resulted to your internet connection being disrupted.