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Not on these forums they can't. The representatives here do not have access to your account or service details
Hard to say what the issue is. Coverage map looks fine for Werris Creek but doesn't specifically show topology or tower locations: https://www.telstra.com.au/coverage-networks/our-coverage
Could even be the phone that is the issue. You could try some basic things like rebooting the phone, resetting network settings, and physically removing/checking/then re-inserting the SIM. Other than that your best bet would be to contact mobile assurance via 133 933 or via Live Chat
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