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If an escalation was sent to NBN with a technician request but NBN are not able to see a network fault remotely then they will usually cancel the appointment. If the faults team have already changed things like the modem and NTD if installed then there may be some alternate tests or extra data needed before NBN will followup.
As the appointment was cancelled already the faults team should be able to find out why in the notes so that further troubleshooting can be done.
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