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Level 1: Cadet

NBN ported without permission

8 days ago my Telstra NBN broadband stopped working. We tried all the usual fixes however nothing worked. 

Finally navigated the messenger system to ask for assistance only to be told that I had requested my NBN be ported to another provider. 

Five days of texts and 6 different customer service reps some of whom did not appear to have read the thread as I had to answer the same questions and deny that I had requested the port many times the  message thread suddenly ends with 'Conversation resolved by agent'.

I still do not have a service. One agent advised that it would take 4 weeks to have my service  reconnected.

I had to go through the process of opening a new account as Telstra was unable to retrieve my connection from the other provider.

Telstra was unable or unwilling to advise which provider my service was ported to.  

Has my account security been compromised.? Did the other company have to request validation of identity? 

How can I obtain this information?

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