AGL NBN FTTB connection issue on day 1 – endless troubleshooting, still no internet

[HZYSDS]

I moved into my new place yesterday, which was supposed to be the first day of my NBN connection with AGL (FTTB). Unfortunately, it has turned into one of the most frustrating onboarding experiences I’ve ever had.

AGL sent me the modem and the DSL cable. I plugged everything in exactly as instructed. The modem powers on, the DSL light is on, Wi-Fi light is on, but the Internet light has never turned on — not once.

Since yesterday, I’ve been chatting with multiple AGL support agents online. I’ve followed every troubleshooting step they suggested: restarting the modem, reconfiguring it, waiting after a port reset, and checking all cables.

After repeating the same steps multiple times, I clearly told them that this does not appear to be solvable remotely and requested an on-site technician visit to physically check the setup.

One agent told me they would “book an appointment”, but no date or time was ever provided.

Since then, I’ve been passed between different agents, each restarting the conversation, suggesting the same basic steps again, or asking me to wait “a couple more hours”.

At one point I was told:

“No faults have been detected on the NBN service line. If the issue is related to modem configuration, an NBN technician visit will not resolve it.”

However, this is the modem and DSL cable provided by AGL, configured exactly according to their instructions for an FTTB service. I am not refusing to troubleshoot — I’ve already done everything that can reasonably be done remotely.

Despite repeatedly requesting an on-site check, there is still no confirmed technician appointment, and I still have no internet on day two.

Has anyone else had similar experiences with AGL NBN FTTB, where an on-site visit was requested but never actually scheduled?

What was the most effective way to get this resolved — replacement equipment, technician visit, or switching providers?