Hi @Ksereiko1 ,
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, we have raised the issue to our Provisioning Team and they would like to confirm if you have an NBN Arris Box/Blackbox. Please reply to the case manager's email to confirm this so we'll know the the next course of action to take.