Hey Frustrated1010,
Welcome to Crowd Support 
Not the experience that we like to hear of and do apologise for any inconvenience that this has caused you and your mother 
I'm able to have an email sent on through to your case manager so that there can be some followup provided on where this order for the NBN service is at. I don't have a schedule of rosters, so will not be able to advise when this call will be received, but we will have this completed asap. Please let us know if this has not been received within 48 hours then please come back and we will assist further.