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I'm really sorry this order hasn't been a smooth process as it should, I can see how this would be disappointing & frustrating.
There are a few reasons we may have to install a new line, that could be because the phone/net hasn't been working in there for the last 6 months, it could be that there is damage to the line some where, or it could be as simple as a mismatch of details meaning we're unable to locate the old details. For example, when I called to get my service connected in 2011 I was told my address was 97b, although oddly enough it turned out that it was registered also under Unit A!.
You can place a formal complaint but honestly in most cases that won't speed things up, it does however mean that someone will investigate, gain the facts & get back to you, more on that here Lodging a complaint with Telstra
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