Welcome to TPG Community!
We would like to extend to you our sincere apologies regarding the recent issues with your service.
We've reviewed the notes and seen that when you first contact our Tech team, the network fault was not detected as they can see a sync on your modem, but with a wrong account details. On your second call to us, the sync of the modem was totally gone in which the network fault was already showing in our test. Thinking about it, it seems that the fault has affected the initial findings.
It is possible that there was a wrong jumper on the Telstra network in which they may have disconnected your line and connected a different one which reflects the wrong account details that our team detected. They may have corrected the service of the other account, but was not able to rectify yours at the same time that's why we were able to detect on the second call that your line was disconnected.
If our tech team was given a chance to troubleshoot with your wife, they may have found out about the issue sooner, which should have prevented you from adding a mobile data.
I can see that your connection is now up and running and an adjustment has been made on your account for the downtime.
Let us know should you require further assistance.
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