I'm sorry to hear about the difficulties you have experienced when trying to get assistance with this issue. If you advise that you are calling up to follow up on an existing case, they should be able to provide you with an update without taking you through the troubleshooting steps again.
1800 834 273 is the best number to call for anything regarding the NBN Service. When you reported this fault, did the consultants give you a reference number?
- Shelly