Welcome to the Community.
I've located your account using your Community details and can see that this case has been raised our Engineering team.
After isolating this issue, our Engineers has identified that there is a physical fault with the line affecting your services.The physical copper line is being managed by Telstra hence, their technicians has been requested to be sent out.
Unfortunately, due to similar issues in the area, Telstra technicians are experiencing overwhelmingly high workloads and tech response times are longer than normal. Currently, a Telstra has committed to have a technician attend the service difficulty anytime until the 26th of December, close of business. Your attendance is not required as he will be working outside.
I understand that one of our Engineers has been in touch with you earlier today and has escalated your case to Telstra to fast track your resolution time.
TPG is a prepaid service, which means we charge a monthly fee in advance before installation. The initial billing cycle commences when your install is complete. As part of our billing system’s automation, we charge 7 days before the next billing cycle. Therefore if your service is interrupted during a cycle, you have paid in advance. If you experience an issue with the service, engineers we will assess whether you are eligible for a credit as a result of any inconvenience suffered once the issue has been fixed.
We understand what your service means to you and apologise for the inconvenience.
We understand the importance of getting your service up and running, veeraraghavan. Your case has been escalated to Telstra due to the fault found on the network. As you are aware we rely on Telstra in your area to provide a service.
Due to similar issues in the area, Telstra technicians are experiencing overwhelmingly high workloads and tech response times are longer than normal. We realised that we are your service provider however as a reseller, we have limited control over such things.
Based on the current service level in your area, Telstra will endeavour to restore the service on or before 27 December.
We apologise for the trouble caused.