I have had the exact same experience.
Placed NBN order online on the 10th Feb, received the confirmation email etc... Waited a few days and called to check status on the order... Something had gone wrong with the system... Spent an hour on the phone placing the order verbally....again waited a few days and clean to confirm. Order cannot be found and I have apparently provided an incorrect ref no... Tried one last time and was promised a callback from the investigating case manager as he could see the order but could not give any details as to why it wasn't progressing... Two weeks later have not heard back from him and have given up.
Placed NBN order online on the 10th Feb, received the confirmation email etc... Waited a few days and called to check status on the order... Something had gone wrong with the system... Spent an hour on the phone placing the order verbally....again waited a few days and clean to confirm. Order cannot be found and I have apparently provided an incorrect ref no... Tried one last time and was promised a callback from the investigating case manager as he could see the order but could not give any details as to why it wasn't progressing... Two weeks later have not heard back from him and have given up.