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Ah, I'm sorry that there's been such a delay getting someone out to attend the fault. There is a process that we follow when a customer advises of a potential fault on the NBN network. We first create a fault report on our end; we first need to rule out the possibility of a modem issue or non-network related issue. At the same time we'll perform diagnostics on the line or NBN equipment installed (depending on the access technology type). Based on the report generated, we'll be prompted to raise a service request/restoration.
Once NBN acknowledge the ticket, they'll advise us as to whether a field technician is required to go out and attend the fault. This information is then relayed back to the customer. If a reschedule is required, we'll send out an SMS to let you know.
I'd really need to run through the ticket myself to confirm why there's been such as a delay. Do you have the fault reference or Incident ID handy? I'm more than happy to check on the progress of this one.
I've sent you a private message with further details. Feel free to discuss the matter with us here or via PM.